Credit Operations Manager

At MTF, our mission is to help New Zealanders get ahead by making lending about people again. We’re New Zealand’s money experts with locals helping locals all over the motu, powered by a world-class funding system.

100% New Zealand owned and operated since 1970, MTF provides personal and business loans to Kiwis old and new through our nationwide network of over 200 franchised offices, vehicle dealers and business partners. We’ve grown to be one of New Zealand’s iconic household-name brands, with business assets of more than $1B.

There is a strong sense of pride in the work we do. We have a fervent love for our Dunedin heritage but we’re a national business, and a team, who reach communities and customers right across New Zealand.

When you join MTF, you join a dynamic, innovative and highly trusted team. Whether you join our National Office or one of our franchises, you’re joining a team that share a deep passion for the communities we serve and doing the best for our customers, while also having an unwavering commitment to help our own people learn, grow, and thrive

About the role:

This role is pivotal in driving a high standard of service delivery and ensuring the Lending team consistently meets customer needs and provides sound, expert financial advice. As part of the National Office leadership team, this role will lead by example, supporting your team in navigating complex financial situations, offering tailored lending solutions, resolving concerns, and maintaining strong customer relationships, in a manner that promotes our brand and business goals. You will also work with other areas of the business to identify and deliver initiatives that continually strengthen our ways of working, creating an ethos of high performance, effectiveness, and accountability.

Your leadership will ensure that all lending activities adhere to business policies and regulatory standards while fostering a culture of compliance and excellence. You will be responsible for coaching, developing, and mentoring your team, ensuring they are well-equipped to provide exceptional service across a range of financial products and solutions. As a key figure in the success of the team, your ability to balance operational efficiency, customer satisfaction, and regulatory adherence will be crucial to the overall performance and reputation of the company.

This is an office-first position and can be based in either our Dunedin or Auckland office.

Just some of the things you’re responsible for:

• Lead, coach, and mentor the Lending team, ensuring they are empowered to provide exceptional service, meet customer needs, and achieve business goals.
• Develop and implement strategies to foster a high-performance culture, emphasising teamwork, accountability, and professional growth.
• Provide ongoing guidance and support to team members in navigating complex financial situations and delivering tailored lending solutions.
• Ensure that the team maintains strong customer relationships by offering expert financial advice, addressing concerns, and providing effective solutions to meet diverse customer needs.
• Promote a customer-centric approach, ensuring all customer interactions reflect the company’s commitment to service excellence and brand reputation.
• Monitor and address customer feedback, making adjustments as necessary to improve service delivery and customer satisfaction.
• Drive operational efficiency across all lending activities, ensuring that processes are streamlined and aligned with company objectives.
• Identify opportunities for process improvements and work with cross-functional teams to implement initiatives that increase effectiveness and performance.
• Monitor team performance against key performance indicators (KPIs) and service level agreements (SLAs), ensuring timely and efficient completion of tasks.
• Drive quarterly planning initiatives and implement agreed operational action plans in accordance with timeframes and budget
• Manage contracts by reviewing and negotiating terms for new/existing vendors. Make recommendations to Leader for any material change.

You’ll need to have:

• New Zealand Certificate in Financial Services (Level 5) core strand is a minimum requirement. Ideally the incumbent will have or be working towards their Level 5 Residential Property Lending Strand or Banking strand
• Familiarity with CCCFA and Anti-Money Laundering & Countering Financing of Terrorism rules and regulations (preferable)
• Previous experience in a leadership role, preferably within the financial services industry
• Champion of change, innovation, and continuous improvement
• Tenacious and resilient
• Sound analytical and problem-solving capabilities, with the ability to investigate and identify anomalies, outliers, or issues

What you’ll receive in return:

• We’re a New Zealand business on a mission to be New Zealand’s favourite finance company, and we’re proudly based in Dunedin.
• We share our success with our team - our incentive schemes are based on both individual and business outcomes.
• A supportive and vibrant culture where our people work together to deliver on our commitments.
• Plenty of development opportunities, coaching and support.
• Competitive remuneration package which includes fully funded medical insurance, performance incentives, and flexible leave options and benefits.
• The opportunity to progress your career in Dunedin. Enjoy all that the beautiful South has on offer with the benefits of working for a truly iconic nationwide business.
• A broader leadership team that supports each other 100%.

Sound like you? Use one of the options below to apply.

Candidates should apply online an updated CV and cover letter; however, a full job description is available upon request from our People and Capability team ([email protected]).

Did you know?

Studies show women and people from diverse backgrounds may not apply for jobs if they don't tick every box on the job advertisement.

If you're keen on any role at MTF Finance but feel like you're not a 100% match, don’t worry! We still want to see your unique spark, so go ahead and apply. We appreciate varied perspectives and believe every individual brings something special to our team. In a nutshell - we want you to work here because you’re you!

Our recruitment process is fair and inclusive and just like most things in life, a one-size-fits-all approach doesn’t fit most. We think that approach is 'meh' anyway. If you need any special arrangements or a little extra support during your journey with us, that’s okay – just let us know either in your application or when you’re chatting with one of our lovely People and Capability team members.

We can’t wait to hear from you Candidates must possess a New Zealand Driver Licence and the legal right to full-time work in New Zealand. Any offer of employment is subject to clear reference checks, credit reporting and police record checks. Be advised that only those candidates shortlisted will be contacted.