Franchise Operations Manager

Responsibilities

• Lead the operational management of franchise operations, ensuring core processes, controls, and service standards are maintained and improved.
• Own and optimize franchise lifecycle activities, including transfers, onboarding, settlements support, and store file management.
• Maintain and govern key operational documentation, such as Franchise Operations Manuals, policies, and standard operating procedures.
• Partner with Legal, Risk, and Compliance teams to ensure all processes and communications meet internal standards and regulatory expectations.
• Oversee the operational execution of strategic initiatives and broker value proposition projects to ensure business readiness and consistent implementation.
• Provide leadership and guidance to set priorities and maintain delivery discipline across both BAU and strategic workstreams.

Requirements

• Demonstrated experience in franchise operations, business operations, or operational leadership, ideally within financial services or a multi-site environment.
• Proven track record of improving operational processes and delivering outcomes in complex, multi-stakeholder environments.
• Strong stakeholder management skills with experience partnering with senior leaders in Legal, Risk, Compliance, and Credit.
• Experience managing operational governance, including the creation and maintenance of manuals, policies, and procedures.
• Strong analytical and commercial acumen to assess operational impacts and balance business and risk requirements.
• Excellent written and verbal communication skills for developing operational guidance and stakeholder communications.

Preferred Qualifications

• Experience in mortgage broking, franchising, or retail network operations.
• Familiarity with franchise lifecycle management and network governance.
• Experience supporting operating model changes, service transformations, and business improvement initiatives.

Benefits

• Hybrid working arrangements to support work-life balance.
• Holistic wellbeing programs offering 24/7 medical, mental health, and financial support.
• Generous paid parental leave (18-26 weeks for primary carers).
• Additional Loyalty Leave after three years of service.
• A vibrant, professional culture focused on innovation and psychological safety.

About the Company

Lendi Group is a market-leading digital platform business revolutionizing the property journey. Operating Lendi and the iconic Aussie franchise, the group leverages an advanced AI proprietary platform and a national network of brokers and retail stores to support customers through every step of homeownership.