Manager – Business Operations and Strategy

Position: Manager – Business Operations & Strategy
Location: Lalitpur

Alaya is a place where dreams take shape and grow. Originally founded as Home Loan Experts in 2007, the company expanded its reach by establishing HLE Nepal in 2012, which later rebranded to Alaya. This transformation signifies Alaya’s unwavering commitment to supporting not only its customers and clients but also its community and colleagues. Alaya goes beyond being a mortgage industry leader, offering a boundless place of limitless potential where individuals can dedicate their hearts, flourish, and shine. Alaya redefines the power of place, becoming “Your Place” to dedicate your heart, to flourish, and to shine.

Alaya and Home Loan Experts offer more than mortgage expertise; it’s a place where you can thrive. Here, we value Passion, Care, and Oneness—caring deeply for our team and embracing unity. Together, the Alaya team works as one family, united in their mission to help people realise their dreams.

To know more, visit our websites: Alaya and Home Loan Experts

About The Role:

Join a Team Where Expertise is Built, Not Required! In this role, you’ll be responsible for leading both our Mortgage Broker Team and the Sales Support function, ensuring all customer enquiries are handled professionally and efficiently while maintaining high ethical and compliance standards. You’ll play a key role in driving team performance, motivating and coaching team members, and creating a culture of accountability and growth.

This is a 1-year contractual position, with the possibility of extension. The role is essential to our long-term success, and the initial contract provides a structured period for both you and the business to ensure it is the right mutual fit.

About You:

You are an experienced people leader who brings a growth mindset and strong personal integrity to everything you do. You take pride in coaching and motivating teams to deliver high performance and make decisions that balance commercial outcomes, compliance requirements, and customer needs. You communicate clearly and proactively with stakeholders, build strong relationships across functions, and lead by example, especially during challenging situations. You care deeply about creating a positive customer experience and are committed to continuously improving systems, processes, and team capability to achieve long-term results.

What are your deliverables?

• Lead and manage teams of Mortgage Brokers and Sales Support, to meet operational KPIs and customer service standards.
• Work with broker team to ensure all leads are contacted within an hour whilst ensuring broker are always logged into phone queues during business hours.
• Monitor daily activity and performance metrics (response time, conversion rates, data integrity, lead quality) and take action where required.
• Provide coaching, mentoring, and regular feedback to team members to improve capability and ensure adherence to company standards.
• Maintain team compliance by ensuring all processes and internal procedures are followed and documented, including updates to the Broker Manual, HLE Niches and Lead Qualification procedures
• Coordinate and deliver ongoing training (e.g. product updates, process changes, service standards) in partnership with subject matter experts and stakeholders
• Facilitate weekly meetings with internal stakeholders and the Sydney-based Broker Team Manager to ensure alignment on workload, budgets and operational priorities.
• Undertake other ad hoc duties as may be required from time to time.

Requirements:

• At least a bachelor’s degree in Business, Management, or a related field.
• 6–7 years of total experience in business operations, international business, business development, or related functions.
• Minimum 3 years in a managerial role with proven success in managing and developing high-performing teams.
• Must be a Nepali citizen, or must hold a valid work permit to work in Nepal.
• Strong interpersonal and communication skills (verbal and written).
• Excellent relationship-building and interpersonal skills.
• Strong decision-making and problem-solving ability, particularly under pressure.
• Ability to interpret and implement compliance requirements and process improvements.

Why should you join us?

• Lead a highly experienced team and make a direct impact on operational and business outcomes
• Work closely with senior leaders on strategic initiatives in an international business environment
• Be part of a values-driven organisation that champions care, growth, and collaboration
• Gain opportunities for professional development and career progression

Benefits:

Besides the list of benefits that the Labour Law mandates, we also offer;

• Five working days (Mon-Fri)
• Attractive Salary Package
  Exclusive leaves and bonuses
• Flexible working hours
• Festival, profit, and book reading bonus
• Team building activities and social events
• Accident and medical insurance coverage
• International working environment exposure
• Continuous learning and development opportunities
• Customer Referral – Refer your friends and relatives in Australia to use our services and we’ll reward you!

Disclaimer: By submitting your job application, you are consenting to the retention of your personal data in our database for recruitment purposes. Your data will be held securely and will only be accessible to authorized personnel.

What’s the next step?

If you’re ready to take ownership of leading experienced teams, ensuring compliance, and driving performance in a role that combines day-to-day operations with long-term strategy, we want to hear from you.

Tagged as: Lalitpur