Franchise Operations Manager

Job Description

The Franchise Operations Manager leads the operational management and continuous improvement of franchise operations across the Distribution business, with a strong focus on governance, franchise lifecycle processes, documentation, supported store operations, risk-managed execution and business readiness.

Working closely with the Head of Distribution Operations and stakeholders across Network Development, Distribution, Credit, Operations, Legal, Risk and Compliance, the role translates strategic priorities into practical, scalable and commercially sound operational outcomes for the franchise network.

As the operational owner of core franchise operations workstreams, the role ensures processes are fit for purpose, documentation remains current, operational controls are effective, and business initiatives are implemented consistently across the network.

Combining operational leadership, process ownership, stakeholder management and continuous improvement, the role is accountable for strengthening franchise operations, improving consistency and governance, and creating a more efficient, scalable and franchisee-friendly operating environment.

Key responsibilities 

• Lead the operational management of franchise operations across the network, ensuring core processes, controls and service standards are effectively maintained and continuously improved.
• Own and improve franchise operational processes across key lifecycle activities such as franchise transfers, broker transfers, settlements support, onboarding, supported store arrangements, approvals, fees, correspondence and store file management.
• Lead the maintenance, uplift and governance of key operational documentation, including Franchise Operations Manuals, Franchise Hub content, policies, procedures, templates and standard operating procedures.
• Partner with Legal, Risk and Compliance to ensure franchise operational processes, communications and documentation are appropriately governed and implemented in line with internal standards and regulatory expectations.
• Support and oversee the operational execution of strategic initiatives impacting franchise operations, ensuring business readiness, implementation planning, communication and follow-through are effectively managed.
• Oversee the operational execution of Distribution’s broker and franchise value proposition initiatives, ensuring franchisee-facing processes are clear, consistent and operationally effective.
• Provide leadership and guidance across franchise operations activities, helping set priorities, clarify expectations and maintain delivery discipline across both strategic initiatives and business-as-usual work.

Qualifications

• Demonstrated experience in franchise operations, business operations, operational leadership, project delivery or process management, ideally within franchising, financial services, distribution or a multi-site environment.
• Proven experience improving operational processes and delivering outcomes across complex, multi-stakeholder environments.
• Strong stakeholder management skills, with experience partnering across senior leaders and functions including Legal, Risk & Compliance, Credit and Operations.
• Experience managing operational governance, documentation, policies, procedures, manuals and standard operating processes.
• Strong process improvement and business readiness capability, including workflow optimisation, operational rollout and embedding effective controls.
• Strong analytical and commercial acumen, with the ability to assess operational impacts, interpret data and balance business, franchisee and risk requirements.
• Excellent written and verbal communication skills, with the ability to develop operational guidance, documentation and stakeholder communications.
• Demonstrated ability to manage competing priorities while maintaining high standards of governance, operational discipline, attention to detail and quality across BAU and strategic initiatives.

Desired experience

• Experience in mortgage broking, franchising, retail network operations or financial services.
• Familiarity with franchise lifecycle management, supported store operations and network governance.
• Experience managing operational documentation, including manuals, knowledge hubs, templates, version control and quality assurance processes.
• Experience supporting operating model change, service transformation and business improvement initiatives.

Additional Information

Lendi Group teams operate across Australia and the Philippines. Bringing together diverse expertise, innovative technology and a customer-first approach, our teams work seamlessly to simplify the property journey, helping Australians find, buy and own property with confidence.

We support our people in a variety of ways, but a few of the benefits that our people rave about include:

• A vibrant, relaxed, yet professional culture.
• Hybrid working arrangement designed to support work-life balance, while fostering meaningful connection and collaboration.
• A holistic wellbeing programs offering 24/7 support, including medical, mental health, and financial wellbeing services to enable our workforce to thrive at home and work.
• Generous paid Parental Leave: we celebrate our growing Lendi Group family with 18-26 weeks leave for primary carers and up to 4 weeks for secondary carers.
• An additional week’s Loyalty Leave each year after reaching 3 years’ service.
• Wellness initiatives with a strong focus on psychological safety.

Our culture is guided by our three core values: We Are Stronger United; Act Like You Own It; and Keep Home Loans Human. These values are part of our DNA—helping us attract, engage, and grow the right talent while building best-in-class products. Together with our principles, they guide how we collaborate, support one another, and make decisions to drive progress with purpose.

We’re committed to fostering a diverse and inclusive community at Lendi Group. We believe that a team reflecting the world around us leads to greater innovation, stronger collaboration, and a more engaging workplace.

This is an opportunity to shape the future of a fast-growing, purpose-driven company that’s transforming the homeownership journey.

Ready to contribute to Lendi Group’s next chapter? Apply now and be part of something big!

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