Senior Team Lead

Job Summary

Senior Team Leader | SB&A and nCINO

Reports To

Manager

Experience

5-8 years, including team-leading/supervisory experience

Job Summary

Lead a team responsible for SB&A lending operations, application triage, CCR/KYC processing, mailbox management and workflow administration. Drive productivity, quality, compliance and operational excellence while ensuring service delivery meets agreed SLAs, regulatory standards and customer expectations. Support stakeholder engagement, performance management, governance reporting and continuous process improvement initiatives.

Key Responsibilities

• Lead, coach and develop a team of Associates, Analysts and Senior Analysts supporting SB&A operations.
• Allocate workloads and manage daily operations across triage, CCR, KYC and mailbox functions.
• Monitor team productivity, SLA performance, quality and compliance metrics.
• Review and manage complex lending applications, operational exceptions and escalations.
• Ensure adherence to banking regulations, AML, KYC and operational risk requirements.
• Support governance reporting, audit readiness and management information reporting.
• Conduct quality reviews and implement corrective actions where required.
• Coordinate with Business Advisors, Underwriters, Relationship Managers and SB&A leadership teams.
• Drive process improvements, automation opportunities and best practice adoption.
• Manage stakeholder communications for operational issues and service delivery updates.
• Support onboarding, training and capability development of team members.

Ensure accurate maintenance of workflow systems including nCino, Toscana, CRIF and KYC platforms

Skill Requirements

What You Need

• Experience in banking operations, lending operations, credit administration, business banking support or financial services.
• Strong knowledge of lending operations, CCR, KYC and compliance frameworks.
• Experience managing operational KPIs, SLAs and quality programs.
• Queue prioritisation, capacity planning, Excel/MI reporting, root-cause analysis and stakeholder communication skills.
• Proven capability in stakeholder management and escalation handling.
• Degree in Finance, Commerce, Accounting, Business or equivalent relevant experience. Work within approved permissions and protect customer information.
• Strong analytical, decision-making and problem-solving skills.
• Experience driving operational excellence and continuous improvement initiatives.

Business Banking Knowledge

• Extensive understanding of Business Banking and Agricultural Lending processes.
• Strong knowledge of SME lending products including loans, overdrafts and government-backed schemes.
• Expertise in credit assessment support, CCR processing and KYC requirements
• Understanding of lending lifecycle management from application intake through underwriting support and document preparation.
• Knowledge of business structures, lending documentation and risk controls
• Familiarity with banking workflow platforms such as nCino, Toscana, CRIF, Equiniti/KYCNet and ServiceLink
• Strong understanding of operational governance, regulatory compliance and quality management frameworks

Language & Communication

• Excellent written and verbal English with professional customer-service etiquette.
• Ability to engage with senior stakeholders and business partners confidently
• Effective customer, stakeholder and people management capabilities.
• Ability to manage escalations professionally and provide clear operational direction.
• Strong interpersonal and relationship-building skills

Other Requirements