Settlements Team Lead (Internal)

About the Role

The Settlements Team Leader is responsible for overseeing day-to-day team performance, ensuring accurate and timely fund disbursement, and maintaining a seamless customer experience. This role blends leadership, process ownership, and hands-on support to drive continuous improvement, maintain compliance, and meet service-level agreements.

Key Responsibilities

• Lead, coach, and support a team of Settlements Officers and Senior Officers to ensure high performance and operational excellence.

• Oversee end-to-end settlement operations, including fund disbursement, reconciliation of failed transactions, and account adjustments.

• Manage administrative tasks including partner support, PPSR requests, and cash management requests.

• Act as an escalation point for complex or sensitive settlement matters.

• Ensure documentation and settlement workflows are accurate and maintained in line with compliance and audit requirements.

• Monitor team KPIs and SLAs; generate regular performance and exception reports.

• Drive process improvement initiatives by identifying bottlenecks or recurring issues and implementing effective solutions.

• Collaborate cross-functionally with Sales, Credit, Compliance, Customer Service, and other internal teams to ensure seamless operations.

• Coordinate team training, onboarding, and ongoing knowledge sharing.

• Foster a customer-first mindset and ensure high standards of service delivery.

• Stay current with regulatory requirements and ensure settlement practices remain compliant.

Qualifications

• Approximately 4+ years of experience in settlements, disbursements, or loan operations, including 12 years in a team leadership or supervisory position.

• Strong understanding of loan lifecycle operations and settlement processes within financial services or fintech.

• Demonstrated ability to lead teams, resolve escalations, and deliver process improvements.

• Excellent attention to detail, organisational skills, and communication abilities.

• Comfortable working in a dynamic, fast-paced environment with evolving processes.

• Experience with CRM or support ticketing platforms (e.g., Zendesk) is beneficial.

• Working knowledge of Australian legislation and financial compliance (e.g., AML/CTF, Privacy Act, NCCP) is an advantage.

• A collaborative mindset with the ability to motivate and inspire high performance across a diverse team.