Smart Solutions Motivation Achievement Relationships Team. For current definitions, refer to the Code of Conduct on the intranet.

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1 Our Vision Northern Inland Credit Union (NICU) is committed to helping its Members find smarter ways to manage their money. This shapes product and service delivery and drives the core strategic objective to achieve Main Financial Institution status with Members. By encouraging new Member growth, increasing the value of existing Members and exceeding Member expectations through personalised service and innovative technology, NICU is committed to being the premier local alternative to the big banks in north western NSW. NICU seeks team members who are committed to operating in a Member-centric environment. Member needs and changing behaviours are the core focus to continue building smart financial products and services of the future. Your Job Purpose The takes a leadership role in frontline team operations across NICU s branch network and Contact Centre function. As line manager for all branch managers and team leaders, the is responsible for overseeing performance management, key business results, Member service and satisfaction and day to day operations. The AM is driven by continuous improvement of procedures, policies and performance and prioritises the continued professional growth of all frontline team members. Making it easy for Members and staff is also a continual priority. In addition to frontline management duties, the AM is a pivotal member of the lending team at NICU. The AM is directly responsible for contributing to revenue through growth in consumer lending via new leads and adding value for existing lending relationships. The AM works with the Executive Manager Sales & Marketing to identify development opportunities and instigate the implementation of training for the team. Collaborating on marketing and business development opportunities is also a key to the success of this role. The AM is a leader of change and culture and an example to all NICU staff Members. As part of the senior management team, the AM contributes to the direction and strategy of NICU by attending regular senior management meetings. Required Smart Values The AM demonstrates and lives Northern Inland s corporate values by being SMART. The AM delivers a superior level of service to colleagues, Members and stakeholders via: Smart Solutions Motivation Achievement Relationships Team. For current definitions, refer to the Code of Conduct on the intranet. Responsibilities The works unsupervised to achieve the timely completion of tasks, projects and plans. Key responsibilities include:

2 Leadership and Management Leading and managing frontline staff teams including direct line management of branch managers and team leaders across NICU s branch and Contact Centre network Leading and managing the development of the frontline management team s communication and leadership skills, ensuring that teams are positioned to achieve set objectives and competencies Championing and contributing to NICU s training and development program to create professional pathways for frontline staff Championing NICU s People & Performance Program, monitoring the performance of frontline managers and ensuring the program is embraced to create a culture of accountability Helping and directing frontline team members to achieve individual and team objectives through regular coaching, mentoring and monthly one-on-one sessions Leading and managing sales tracking for frontline teams - measuring, monitoring and analysing key business drivers / indicators and ensuring that best practice initiatives are implemented Participating in testing, training and product development to maintain a comprehensive knowledge of all Northern Inland and third party products and services Acting as a resource to the frontline management team by maintaining comprehensive knowledge in all areas of Northern Inland including the location of relevant documentation to help in their Member service continual professional development Completing an annual departmental plan aligned with NICU s Sales & Marketing Objectives, along with NICU s Strategic Objectives Managing staff levels across the frontline network, participating in recruitment and rostering to achieve optimum staff levels for a superior Member experience Ensuring that branches respond to regulator and auditor requests in a timely manner Assisting with the review and update of operational level policies and procedures, disclosure material and forms with changes to existing and the introduction of new products, services and processes Taking an active role in work health and safety by identifying and reporting issues to the organisational/work safety lines Performing fortnightly payroll duties for direct reports Taking an active role in identifying and mitigating risk factors for NICU including completing monthly risk management reporting

3 Lending Building relationships with existing and potential Members via consumer lending opportunities Actively seeking consumer lending opportunities to establish new business through third party referral networks and cross selling complementary NICU banking products at the time of application Act as a referral point for junior lending staff in reviewing and approving loans outside their delegation Performing maintenance of existing loans and lending relationships including PPSR release, discharge security and ongoing follow up relationship contact with Members Adhering to the spirit and form of the National Credit Code to meet Northern Inland s obligations under its Australian Credit Licence, including but not limited to Responsible Lending, Not Unsuitable assessments, and early detection and referral of all financial hardship issues Applying operational processes and reasoned judgement to complete all tasks to maintain service standards Applying reasoned judgement and discretion having regard to risks and consequences to manage issues which fall outside the parameters expected in documented operational processes Ensuring that all loans meet NICU s Credit Quality standards and all loans written comply with the Board approved risk policies and procedures. Achievement of Key Performance Objectives (specific role objectives in People & Performance) To successfully achieve individual objectives, whilst contributing to NICU s sales success Superior Member Experience Leading the team in delivery of exceptional service in line with the agreed NICU Member Service Standards and Phone Standards Engaging Members in conversations to develop rapport and uncover their needs, providing suitable recommendations on NICU product and service offerings Identifying opportunities to simplify our Members banking by engaging them in holistic Smart Financial Check conversations during loan interviews to help them find smarter ways to manage their money Identifying opportunities to refer our Members to our Third Party Providers Identifying opportunities to build a high profile within our local community, actively promoting NICU and developing strong relationships to attract new Members to NICU Ensuring the action of all proactive outbound call strategies set by senior management

4 Identifying opportunities to migrate Members from high cost transaction channels to low cost channels To perform core day-to-day tasks with integrity and a sense of urgency at all times Efficiently manages own work schedule and tasks Operates office equipment, including the reporting of issues to senior staff members and conducts basic trouble-shooting Participates and assists in projects, including the review of documented material Refer to the matrix of operational policies and procedures for specific functions, activities and tasks Position Parameters Performs tasks and service requirements with due diligence within the guidelines as set by management Actively supports the managerial control and operations of the branches Uses discretion within area of delegated authority to achieve task outcomes Undertakes required training Participates in projects and continual improvement and risk management processes Provides supportive and meaningful guidance to staff as required Other responsibilities and duties within their skills, qualifications and experience Performance Review Monthly 1 on 1 conversations, Mid-Year and End-of-Year reviews against Northern Inland s objectives and values and the position s objectives and competencies set by management. Employment Conditions Appointed by CEO Reports to Hours of work Executive Manager Sales & Marketing Fulltime: Monday to Friday, 8.30am 5.00pm with reasonable additional hours as required and with reasonable notice. Part time: subject to operational needs assessment and as agreed with management Location Administration Offices, with reasonable travel to other sites for work related purposes from time to time Remuneration Commensurate on qualifications and experience. Superannuation: contributions paid by Northern Inland in accordance with the Superannuation Guarantee scheme.

5 Leave In accordance with the Award. Fulltime: 4 NICU Personal Leave Days per calendar year, accruing one per quarter; not cumulative. 1 Personal Leave Day in lieu of Bank Holiday per calendar year, not cumulative. Selection Criteria Fit & proper: clear APRA, ASIC and criminal history checks Essential General: Presence on site during business hours. Ability to carry up to 5kg over short distances using manual handling aids Qualifications & Experience: Strong Consumer Lending experience and prior approval delegation. Demonstrated experience managing high performance sales and lending teams. Tier 2 Accreditation Minimum Certificate IV qualification in Credit Management Current drivers licence. Skills: Strong leadership skills resulting in business and individual performance growth of team members Superior communication skills: pleasant telephone manner; refined questioning, negotiation and listening skills; refined report preparation and presentation skills An ability to lead, motivate, coach and manage a team of retail banking staff in order to meet customer needs Interest and experience in leading cultural change whilst contributing to business development The ability to translate strategy into tactical plans which are embraced by team members and result in success Competent computer skills with accurate data entry skills. Attributes: Professional appearance. Attention to detail. Positive work ethic and demonstrated experience of interacting with team members to achieve business objectives. Demonstrated commitment to providing superior customer service and completing training and assessment requirements. Motivated and inclusive attitude towards teamwork. Demonstrated empathy for Members and colleagues. Demonstrated support for the business management structure. Excellent time management and multi tasking capabilities. Desirable Qualifications & Experience: Prior financial institution or credit union experience in sales roles. Prior staff training experience.

6 Tertiary qualification in finance, business or a related field or willingness to obtain. Effective: DATE I have read this Position Description. I agree to comply with its provisions. I am of good fame and character. I am a fit and proper person to carry out my obligations in an honest and fair manner. I am not an undischarged bankrupt. I undertake to advise NICU of any matters which may lead to a conflict of interest arising from my continued appointment. I acknowledge my continued appointment is subject to fit and proper checks, verification of my qualifications, and independent reference checks. Name: Signature: Date: