Mary Eskander
Blacktown,Australia
Summary
Results-driven Senior Manager with a strong background in Finance and Banking. Currently overseeing national Broker Sales, focusing on sales growth, compliance, and strategic leadership. Recognised for exceptional relationship management and coaching skills that enhance team performance and client satisfaction.
Overview
27
27
years of professional experience
Work History
Senior Manager Broker Sales
Home Loan Experts Pty Ltd
11.2021 - Current
- Responsible for managing and leading the Mortgage Broker Sales team nationally, driving sales performance, compliance, and strategy execution
- Sales & Performance Management. Drive Mortgage Broker Sales team KPIs, reduce lead wastage, and implement strategies for growth and productivity.
- Client Journey Optimisation. Identify and improve key areas of the customer journey to boost sales conversions and enhance client outcomes.
- Team Leadership & Development. Engage, retain, and mentor brokers and managers through training, coaching, and performance management.
- Collaboration & Stakeholder Engagement. Build strong relationships with senior management, industry partners, and support teams to align on strategy and growth.
- Strategic Planning & Execution – Formulate and deliver broker sales strategies, conduct strategic meetings, and support business development initiatives.
- Compliance & Risk Management. Ensure adherence to legislation, compliance frameworks, ISO 27001:2013 ISMS, and internal policies.
- Operational Oversight. Manage daily sales operations, handle client complaints effectively, oversee recruitment, and ensure policy adherence.
Franchise Development Manager NSW/ACT
REA Group
09.2019 - 11.2021
- Identify new system developments and initiatives to enhance lending support to the network.
- Collaborate with management to manage key lender relationships and resolve issues.
- Guide franchisees to structure submissions for efficient approvals.
- Support new franchisee performance and development via training and coaching.
- Organise and support industry events to build adviser cohesion and performance.
- Measure and present franchisee behaviours and results.
- Conduct regular franchisee meetings to drive growth and deliver training.
- Build and develop relationships with key partners to educate franchisees on updated policies and campaigns.
Compliance Quality Manager
REA Group
01.2019 - 09.2019
- Assisted in driving a compliance culture producing quality client outcomes.
- Developed and implemented compliance frameworks (NCCP Act, Franchising Code, Privacy Act, Fair Work Act).
- Provided compliance advice to franchisees and their staff.
- Created and implemented compliance training material.
- Conducted file audit program and provided remedial coaching.
- Escalated risks and issues appropriately and on time.
- Responded to regulator and lender audit requests.
Lending Manager
Westpac Group
06.2017 - 01.2019
- Recommended loan approvals and denials based on application reviews.
- Developed relationships with communities and maintained confidentiality of records.
- Coached staff for quality referrals.
- Qualified residential loans including Self-Employed & PAYG loans.
- Provided post-settlement loan maintenance and service.
- Exceeded KPIs consistently with superior customer service.
- Compiled applicant credit histories and financial statements.
Senior Manager, Customer and Banker Experience
Westpac Group
12.2016 - 06.2017
- Analysed business data for strategic use.
- Applied organisational culture knowledge in change management.
- Designed fit-for-purpose change approaches.
- Partnered with stakeholders to achieve shared goals.
National Risk and Compliance Manager – Retail Lending
St. George Bank
08.2015 - 12.2016
- Designed and oversaw retail lending monitoring plan and compliance framework.
- Provided classroom and one-on-one coaching.
- Facilitated training sessions and developed outcome improvement resources.
- Monitored compliance risks and ensured remediation.
- Investigated and escalated suspicious activity.
- Rolled out self-controlled assessments and needs-based conversations nationally.
Sales Support Manager
St. George Bank
02.2014 - 08.2015
- Conducted orientation and developed coaching plans for new bankers.
- Rolled out new customer needs review technology.
- Determined training needs through visitations and reporting.
- Developed individual lender goals and conducted training.
- Managed mortgage quality across NSW.
- Ensured frameworks and controls for risk management.
- Investigated and reported non-compliance issues.
Area Leader – Inner Western Sydney (Secondment)
St. George Bank
02.2013 - 02.2014
- Managed a team of 15 Lending Managers achieving strong results.
- Coached and mentored managers and new staff.
- Oversaw staffing allocation for cost efficiency.
- Developed strategies to increase applications, approvals, and referrals.
- Ensured compliance with NCCP and FOFA requirements.
- Improved sales and productivity significantly.
Lending Manager
St. George Bank
01.2009 - 06.2013
- Recommended and processed loan approvals.
- Built strong client relationships.
- Maintained post-settlement service quality.
- Consistently exceeded KPIs and client expectations.
Mobile Lending Manager
ANZ
09.2006 - 12.2008
- Managed mobile lending operations.
- Supported clients with loan applications and settlements.
Customer Service Manager
BagTrans Logistics
10.2004 - 08.2006
- Oversaw customer service team.
- Managed client accounts and service delivery.
Post Settlements Consultant/Retention Consultant/Gold Relationship Consultant
St. George Bank – Call Centre
04.1999 - 09.2004
- Managed post-settlement processes.
- Supported client retention through relationship management.
- Provided premium service to Gold Relationship clients.
Education
Tier II Accreditation - undefined
Deakin University
01.2013
Coursework in Accounting - Finance and Business
TAFE NSW Granville
01.1998
Coursework in Social Work - undefined
TAFE NSW Granville
01.1995
Higher School Certificate - undefined
Macarthur Girls High School
01.1995
Skills
- Leadership development
- Risk assessment and compliance
- Mentoring and coaching
- Relationship management
- Analytical problem solving
- Strategy implementation
- Effective communication with stakeholders
- Team development strategies
- Intermediate IT skills
Accomplishments
- Increased productivity threefold as Area Leader overseeing 15 lenders.
- Extended settlement pipeline coverage from 2 weeks to 5 weeks within 2 months.
- Achieved team best in applications, approvals, settlements, and referrals.
Timeline
Senior Manager Broker Sales
Home Loan Experts Pty Ltd
11.2021 - Current
Franchise Development Manager NSW/ACT
REA Group
09.2019 - 11.2021
Compliance Quality Manager
REA Group
01.2019 - 09.2019
Lending Manager
Westpac Group
06.2017 - 01.2019
Senior Manager, Customer and Banker Experience
Westpac Group
12.2016 - 06.2017
National Risk and Compliance Manager – Retail Lending
St. George Bank
08.2015 - 12.2016
Sales Support Manager
St. George Bank
02.2014 - 08.2015
Area Leader – Inner Western Sydney (Secondment)
St. George Bank
02.2013 - 02.2014
Lending Manager
St. George Bank
01.2009 - 06.2013
Mobile Lending Manager
ANZ
09.2006 - 12.2008
Customer Service Manager
BagTrans Logistics
10.2004 - 08.2006
Post Settlements Consultant/Retention Consultant/Gold Relationship Consultant
St. George Bank – Call Centre
04.1999 - 09.2004
Tier II Accreditation - undefined
Deakin University
Coursework in Accounting - Finance and Business
TAFE NSW Granville
Coursework in Social Work - undefined
TAFE NSW Granville
Higher School Certificate - undefined
Macarthur Girls High School