Telephony Operations Analyst

Company Description

Lendi Group is the group born out of the merger of Aussie Home Loans and Lendi. As a Group we operate a multi-brand strategy across Aussie Home Loans and Lendi, pulling together a truly personalised home loans experience for the Australian audience that balances both human support and smart technology.

We’re revolutionising the industry with best-in-class technology and a suite of tools that takes the hard work out of home loans – for our Customers and Brokers alike.

At Lendi Group we value work life balance. Our flex-first policy enables our team members to choose how they do their best work; home, office, or flex!

Diversity, Equality, and Inclusion are fundamental to the success of Lendi Group. We’re passionate about fostering an environment where our team members feel valued and supported and we celebrate everyone’s unique identity.

To learn more about life at Lendi Group check out our blog: https://www.lendi.com.au/inspire/category/life-at-lendi/

Job Description

We are looking for a customer-focused Telephony Operations Analyst to help us deliver the world’s best digital home loan experience.

In this role, you will take ownership of specific platform functionality, such as our telephony system AWS Connect, leading the delivery of product to improve user outcomes; work alongside our Design team to research best practice and drive data driven decision making with stakeholders. While this is a senior role within the business, we cannot stress enough that this is a hands-on, fast-paced position where the successful applicant will lead by example and retain ongoing product ownership.

What you will be doing:

• Collaborate with stakeholders across customers, brokers, and internal teams.
• Be the bridge between Engineers and Designers to keep our AWS telephony system running smoothly.
• Lead User Acceptance Testing (UAT) for exciting new features and bug fixes.
• Analyse data, identify trends, and drive informed decisions.
• Implement and optimise telephony configurations for seamless operations.
• Partner with the Centre of Excellence team on the product roadmap, ensuring smooth technical implementation (e.g., inbound queue routing and call file setup).
• Leverage Salesforce to analyse key business drivers and trends.
• Use AWS telephony expertise to maintain seamless operations.
• Dive into data, identify trends, and share actionable insights with the management team.

Qualifications

What you will bring:

• 5+ years in telephony operations and 3+ years with AWS or similar systems.
• Call center experience (preferred) and knowledge of home loans, finance, or banking (a plus).
• Proficiency in Workforce Management systems and data analysis tools.
• Strong collaboration skills to align priorities across departments.
• Experience with analytics, consumer funnels, or complex digital transactions.
• A results-driven mindset to thrive in a fast-paced environment.

Additional Information

What's in store for you at Lendi?

• Flex-first (Work from home)
• Health Insurance (HMO) for you & 1 free dependent 
• Health & well-being programs
• Generous amount of leaves (total of 30 leaves - 25 Annual/Vacation leaves (VLs) & 5 Sick Leaves (SLs) 
• Extra allowances will be given for WFH set-up such as internet subsidy 
• Life insurance effective on Day 1 
• Fixed weekends off! (Mondays to Fridays only - dayshift)
• Access to training and opportunities for career progression/promotion
• Fun & exciting monthly social clubs - at the moment done virtually
• Government mandated benefits are provided - SSS, Philhealth, & Pag-ibig. 

& many more!

How to Flexi-first:

• You must have a stable fixed internet connection (minimum 25mbps)
• An ample working space with office table and chair is also required.
• Lendi will provide you with your equipment such as a laptop, extra monitor, mouse, keyboard, headset, & laptop riser.

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