National Conversion Manager (Home Loans - External Channels)

Responsibilities

• External Channel Conversion Strategy
• Develop and execute a national conversion strategy for external Home Loan channels.
• Drive improvements in lead-to-application, application-to-approval, and approval-to-registration conversion rates.
• Identify bottlenecks in Mortgage Originators pipelines and implement targeted interventions.
• Segment external partners ( Mortgage Originators, aggregators, estate agents) and tailor conversion strategies accordingly.
• Partner Performance Optimisation
• Monitor and improve conversion performance across Mortgage Originators and third-party channels.
• Design and implement performance frameworks, scorecards, and incentives for external partners.
• Partner with channel management teams to uplift underperforming Mortgage Originators and scale high-performing ones.
• Develop training, tools, and enablement initiatives to improve submission quality and conversion.
• 3 . Credit & Fulfilment Alignment
• Work closely with credit, risk, and fulfilment teams to reduce decline rates and turnaround times. Identify and address misalignment in Mortgage Originators submissions
• Drive initiatives to improve application quality, pre-screening, and document completeness.
• Optimise turnaround times (TAT) to improve partner experience and conversion success.
• Customer & Mortgage Originator Journey Optimisation
• Map and continuously improve the end-to-end mortgage journey (lead → application → approval →
• registration)
• Reduce friction points for both customers and external partners.
• Leverage customer and Mortgage Originators feedback to enhance experience and increase conversion likelihood.
• Ensure transparency and communication throughout the application lifecycle.
• Data, Analytics & Insights
• Track conversion metrics across all external channels and regions.
• Develop dashboards for Mortgage Originators performance, funnel conversion, and decline analysis.
• Use analytics to identify trends (e.g., reasons for declines, fallout drivers, partner behaviour)
• Drive data-led decision-making and prioritization of initiatives.
• Digital & Process Optimisation
• Collaborate with digital teams to enhance Mortgage Originators portals, submission platforms, and CRM systems.
• Drive digitization of the mortgage process to improve speed and conversion.
• Implement pre-qualification tools, decisioning automation, and workflow improvements.
• Champion continuous improvement methodologies
• Stakeholder Management & Governance
• Engage senior stakeholders across sales, credit, operations, and distribution.
• Influence policy, product design, and process improvements to enhance conversion.
• Build strong relationships with key external stakeholders (aggregators)
• Provide regular reporting and insights into executive leadership.
• Leadership & Team Management
• Lead national conversion optimisation focused on external channels.
• Foster a high-performance culture focused on commercial outcomes and accountability.
• Manage budgets related to conversion initiatives.
• Build capability in analytics, partner management, and process improvement.
• Qualifications & Experience
• Bachelor's degree in business, Finance, or a related discipline
• 10-15+ years of experience in Home Loans, mortgage origination, or retail banking environments
• Strong record in managing Mortgage Originator channels, including third-party distribution networks.
• Demonstrated success in improving and scaling mortgage conversion rates.
• In-depth knowledge of credit processes, lending policies, and end-to-end fulfilment operations
• Proficiency in CRM systems, mortgage platforms, and digital onboarding solutions
• Key Skills & Competencies
• Strong commercial and analytical acumen, with the ability to translate data into actionable insights that drive performance and profitability.
• Deep understanding of mortgage value chains, including end-to-end processes from origination through to fulfilment and servicing.
• Extensive knowledge of Mortgage Originator ecosystems, independent Mortgage Originators, estate agent-linked originators, and aggregator models.
• Proven ability to influence cross-functional stakeholders, including credit, sales, and operations, to achieve aligned business outcomes.
• Expertise in process

Additional Information

Empowering Africa's tomorrow, together...one story at a time. With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group. Job Summary The National Conversion Manager is responsible for maximizing conversion across all external Home Loans origination channels, including Mortgage Originators, aggregators, and strategic partners. The role drives growth by improving lead to instruct conversion, optimizing Mortgage Originators and partner performance, and ensuring a seamless, efficient mortgage application and approval journey. Job Description

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