ING Lending Operations supports the end‑to‑end delivery of mortgage, consumer lending, commercial lending products and financial health services, partnering closely with distribution channels and specialist providers to deliver efficient, compliant and customer‑focused outcomes.
We’re seeking an experienced Vendor Optimisation & Relationship Manager to own and optimise our third‑party lending vendors, including valuation partners, across Mortgages, Consumer Lending, Priority Commercial Mortgages and Financial Health (Collections & Hardship). This role is responsible for driving strong vendor performance, service delivery, innovation, cost management and compliance with local and global obligations.
Working closely with stakeholders across Lending Operations, Distribution, Lending Tribes and Contact Centres, you’ll coordinate process improvements, change delivery, risk management and key communications. You’ll also partner with broker groups to explore strategic process integrations that enhance the broker and customer experience, while coaching and supporting team members and overseeing our broader third‑party vendor ecosystem.
This is a permanent role that can be based in either Sydney or Wyong.
What you’ll do
- Own and manage strong working relationships with key third‑party lending vendors, ensuring effective day‑to‑day engagement.
- Ensure all valuation and settlement correspondence is appropriately managed, with issues, incidents and faults escalated and resolved in a timely manner.
- Provide expert guidance and technical support to stakeholders for complex or escalated lending requests.
- Maintain up‑to‑date knowledge of regulatory obligations and drive control and process enhancements as requirements evolve.
- Develop, enhance and maintain processes, playbooks, tools, templates and reporting to support efficient Lending Operations.
- Drive vendor performance optimisation, including cost management within budget, implementation of efficiencies, and continuous improvement to customer and employee experience.
What we’re looking for
- Strong knowledge of retail and commercial home lending, including third‑party, direct, hardship and collection channels.
- Proven experience in vendor and relationship management, including identifying opportunities and leading change initiatives is highly regarded.
- Sound understanding of banking products, lending operations, and retail banking systems and processes.
- Strong communication, relationship‑building and stakeholder management skills, with the ability to influence at all levels and work collaboratively under pressure.
- Excellent analytical, problem‑solving and decision‑making capability, with strong attention to detail, time management and the ability to manage multiple priorities in a changing environment.
- Process improvement and governance mindset, with the ability to plan, implement and embed change, supported by an understanding of relevant regulatory obligations (e.g. NCCP, Privacy Act, AML/CTF).
What’s in it for you?
- Discounted ING Health Insurance
- An additional Rest Day to support your wellbeing
- An IMPACT day to volunteer on approved sustainability activity
About Us
At ING, we’re all about making life simpler and more rewarding - for the people who bank with us, the team members who work with us, and the communities we’re proud to support. Joining ING means stepping into an environment where your individuality isn’t just welcomed - it’s celebrated. We’ve built a culture that’s fun, inclusive, and supportive, giving you the freedom to be yourself, so you can do your thing.
Whether you’re taking ownership of exciting projects, thinking outside the box, or working with global colleagues, you’ll find ING is the kind of place where growth isn’t just a possibility; it’s a promise. As a WGEA Employer of Choice for Gender Equality and Family Inclusive workplace, you’ll feel the difference in how we value and champion our people.
We make hiring decisions based on your skills, capabilities, and how you align with our values - not on ticking every box. So, if you’re interested but don’t meet all the criteria, we encourage you to apply. We’re invested in fostering a diverse and inclusive workplace where everyone feels like they belong. We’re your allies in helping you do your thing during the recruitment process, so let us know (email below) if you require any support or adjustments when you apply
Sound like your kind of vibe? We can’t wait to hear from you!
(One last note: We operate using a direct talent sourcing model, so no agency introductions, please.)
ING is Australia’s most recommended bank according to RFI Global’s Consumer Atlas Survey, January–June 2025 (n = 29,510) when compared to customers of the 10 largest ADIs operating in Australia.
Need more?
Contact Sabrina Huynh, [email protected]
For support and adjustments, including DEI, LGBTQI+ confidential application support enquiries: [email protected]
Applications will close Wednesday, the 18th of February.
Before you apply
Here at ING we consider employee development to be important and encourage existing employees to apply for suitable internal positions. It is expected that any employee applying for a vacant position would have been in their current role for a minimum of twelve (12) months before applying. This may be waived in special circumstances and after consultation with your manager
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