Mission:

To build and scale the operational engine behind Skip’s lending platform - ensuring our settlements and servicing experience remains fast, precise and customer-obsessed as we grow.

Skip’s loan volumes are increasing rapidly, and this role exists to ensure our operational systems scale ahead of that growth. The mandate is clear: design processes that remove friction, introduce automation and AI-driven efficiencies, and build operational infrastructure that creates exceptional outcomes for our customers. This role will also be responsible for innovating on how we integrate with new external partners and tooling, re-designing our workflows and training the team to operate confidently with new systems.

This is not a role for someone who simply manages existing processes - it is for someone who wants to design, build and operate the systems that power Skip’s next phase of growth.

About the role:

You will lead the Lending Operations function, managing a small team while designing the processes, tools and operational frameworks that allow the business to move quickly without compromising on customer outcomes.

Rather than simply maintaining workflows, your role is to continuously improve them. You will identify operational friction across the lending journey, design more efficient processes, introduce automation where possible and partner closely with Product and Engineering to implement improvements. This role sits at the intersection of operations, product and customer experience. You will see where things break, fix them and build systems that allow us to provide a world-class customer experience for our borrowers.

This is a player-coach role. You will initially lead a small team of 1-2 operations specialists, meaning this role requires both strategic thinking and hands-on execution. While you will lead and improve the function, you will also stay close to the work itself - understanding the operational detail, stepping in where needed and ensuring the systems you design work in practice. At Skip, our leaders roll up their sleeves and contribute alongside their teams.

This is a role for someone who thrives in a high agency/high ownership environment, and enjoys solving complex operational problems, designing scalable systems and building processes that enable high-performing teams.

Key Responsibilities:

Operational Leadership

• Lead the Settlements & Servicing team, managing 1-2 operations specialists

• Create a high-performance operational culture focused on speed, precision and customer outcomes

• Ensure the team consistently meets operational SLAs and service standards

• Provide coaching, support and structure to ensure the team can perform at a high level as volumes grow

• Operate as a player-coach, staying close to day-to-day workflows and contributing directly when needed to ensure the team continues to deliver against operational SLAs

• Lead operational initiatives related to funding partners, legal providers, payments infrastructure and servicing systems

Process Design & Improvement

• Map, design and continuously improve operational workflows across the lending lifecycle, championing the voice of the customer in the process

• Identify friction points and inefficiencies and implement improvements

• Develop clear operational documentation, playbooks and procedures

• Build scalable operational frameworks that support rapid growth

• Improve handoff points between teams to ensure a seamless lending experience

Automation & Systems

• Identify opportunities to automate manual processes through AI, workflow automation and system integrations

• Work closely with Credit, Sales, Product and Engineering to improve the end-to-end customer journey, operational tooling and systems

• Ensure our processes support both efficiency and data integrity

What you will bring:

• 4-7 years’ experience in operations, banking, fintech or high-growth startups

• Demonstrated ability to GSD end-to-end - from understanding users → proposing an idea → implementation → iteration

• Strong analytical and problem-solving capability

• A hands-on builder mindset - comfortable both designing systems and rolling up your sleeves to make them work in practice

• Experience working with product or engineering teams to implement operational tooling

• Excellent organisational and documentation skills

• Ability to manage projects and drive operational change

• Strong communication and stakeholder alignment skills

• High ownership mindset and ability to move quickly and independently

• Curiosity and willingness to challenge existing processes

• Comfort operating in a fast-moving startup environment

• Proven experience leading and developing a high-performing and motivated team

Mortgage industry experience is not required. We are looking for someone who can learn the domain quickly and bring fresh thinking to how operational systems are designed and scaled.

Why join us:

• Build and shape the operational backbone of a rapidly scaling fintech lender

• Competitive remuneration & ESOP - we want you invested in Skip's success

• Work on meaningful problems - helping more Australians access home ownership sooner

• High agency, high ownership environment where strong operators can make a visible impact

• Opportunity to lead operational transformation during a period of rapid growth

• Hybrid working flexibility