Franchise Operations Specialist

Lendi Group is a market-leading digital platform business that is focused on revolutionising the entire property journey. It operates Lendi - Australia’s original and #1 digital mortgage brand - and the iconic Aussie franchise.

Powered by our proprietary AI platform, a national network of 1,300 brokers and 210 retail stores, and an integrated ecosystem of property services, Lendi Group supports customers at every step of their property journey to find, buy and own with confidence. Managing a $107B+ loan book, the Group continues to set the pace in the industry and was recently recognised as Aggregator of the Year.

Why Join Us?

• Innovation at Our Core – We challenge the status quo and push boundaries to create better solutions.
   
• Work with the Best – Collaborate with some of the brightest minds in fintech, financial services, and strategy.
   
• Make an Impact – Contribute to meaningful projects that shape our business and the future of property finance.
   
• Grow & Evolve – Develop your skills and advance your career in a fast-moving, purpose-driven environment.

The Franchise Operations Specialist supports the day-to-day administration and coordination of franchise operations across the Distribution business. 

This role is focused on overseeing and supporting end-to-end business processes for franchise operations matters and obligations. It plays an important role in helping brokers and franchisees navigate franchise applications, renewal processes and associated operational requirements, while ensuring documentation, records, fees and key process steps are completed accurately and on time. 

Working closely with the Head of Distribution Operations and stakeholders across Network Development, Distribution, Legal, Risk and Compliance, this role helps keep franchise processes organised, efficient, well managed and franchisee friendly. 

This is an ideal role for someone who is detail-oriented, proactive and confident managing multiple process steps across a high-volume operational environment. 

Key responsibilities 

• Support the end-to-end administration of franchise operations processes across the network. 

• Coordinate franchise operations matters and obligations, ensuring required actions, records and documentation are completed accurately and within expected timeframes. 

• Support franchise agreement processes, including preparation, coordination, document tracking and follow-up with relevant stakeholders. 

• Manage key renewal application submission points, ensuring franchisees and brokers are aware of requirements, deadlines and outstanding items. 

• Work directly with brokers and franchisees to support them in completing applications, renewals and related business process requirements. 

• Monitor and manage operational workflow steps across franchise applications, renewals, approvals, correspondence and store records. 

• Coordinate fee administration processes, including tracking, follow-up and maintaining accurate records. 

• Maintain franchise operational documentation, templates, process guides and standard communications to support consistent execution. 

• Liaise with internal stakeholders across Legal, Risk, Compliance and Distribution to help progress franchise operational matters. 

• Identify process issues, escalate risks or delays where needed, and contribute ideas to improve efficiency and consistency. 

• Provide day-to-day operational support for business-as-usual franchise network matters and related administrative activities. 

• Experience in operations, administration, franchise support, customer support, financial services administration, or a similar coordination role. 

• Strong attention to detail, with the ability to manage documentation, workflow steps and deadlines accurately. 

• Confidence working across multiple business processes at once while maintaining a high standard of quality and follow-through. 

• Strong written and verbal communication skills, with the ability to work effectively with brokers, franchisees and internal stakeholders. 

• Good organisational skills and the ability to prioritise tasks in a fast-paced environment. 

• A practical, service-oriented approach with a willingness to support others and solve problems. 

• Comfortable using systems, trackers, templates and documentation to manage work effectively. 

• Ability to work collaboratively across teams and escalate issues appropriately. 

Desired Experience 

• Experience in mortgage broking, franchising, retail network operations or financial services. 

• Exposure to franchise lifecycle administration, renewals, agreements or compliance-related processes. 

• Experience supporting customer or stakeholder applications, submissions or document-based workflows. 

• Familiarity with managing fees, maintaining records and supporting process controls. 

• Experience working with policies, templates, operational procedures or knowledge resources. 

Lendi Group teams operate across Australia and the Philippines. Bringing together diverse expertise, innovative technology and a customer-first approach, our teams work seamlessly to simplify the property journey, helping Australians find, buy and own property with confidence.

We support our people in a variety of ways, but a few of the benefits that our people rave about include:

• A vibrant, relaxed, yet professional culture.
• Hybrid working arrangement designed to support work-life balance, while fostering meaningful connection and collaboration.
• A holistic wellbeing programs offering 24/7 support, including medical, mental health, and financial wellbeing services to enable our workforce to thrive at home and work.
• Generous paid Parental Leave: we celebrate our growing Lendi Group family with 18-26 weeks leave for primary carers and up to 4 weeks for secondary carers.
• An additional week’s Loyalty Leave each year after reaching 3 years’ service.
• Wellness initiatives with a strong focus on psychological safety.

Our culture is guided by our three core values: We Are Stronger United; Act Like You Own It; and Keep Home Loans Human. These values are part of our DNA—helping us attract, engage, and grow the right talent while building best-in-class products. Together with our principles, they guide how we collaborate, support one another, and make decisions to drive progress with purpose.

We’re committed to fostering a diverse and inclusive community at Lendi Group. We believe that a team reflecting the world around us leads to greater innovation, stronger collaboration, and a more engaging workplace.

This is an opportunity to shape the future of a fast-growing, purpose-driven company that’s transforming the homeownership journey.

Ready to contribute to Lendi Group’s next chapter? Apply now and be part of something big!

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