The Word: How do you approach hiring, structuring, and developing your team to support business growth?

Strategic roles based on expertise

When I launched Brokers for QLD, my goal was to build a strong team rather than operate as a sole trader. Within 12 months, we grew to five people with clear, dedicated roles.

Caitlin focuses specifically on PAYG and simple home loans for maximum efficiency, while Carol acts as our broker coach. For new brokers like Harrison, we start them in client onboarding and transition them into writing loans as their confidence grows. My philosophy is to identify each person’s core genius. Investing in good people creates sustainable capacity that allows the business to scale into new markets.

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Specialised pods and career pathways

Our structure centres on clear role segmentation and an internal progression model. In Sydney, our team of 10 is supported by offshore virtual assistants who handle 
low-dollar tasks like bank updates and valuations, keeping onshore staff focused on high-value work.

We use an apprenticeship model: junior staff master back-end processes in settlements, advance to credit analysts, and eventually step into full loan-writing roles.

We aligned incentives so VAs, credit analysts, brokers, and settlement officers operate in dedicated pods with shared targets and bonuses. This structure eliminates bottlenecks, handles high volume effortlessly, and creates a succession plan that lets me step off the tools.

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Single file ownership and delegation

When we acquired an established brokerage, our team grew to eight people, including five brokers and three support staff. To manage this scale, my business partner and I split executive duties, delegating tasks like accounting and marketing, so I can focus on core strengths.

Instead of an assembly-line model, we use a single-file ownership structure. Every support team member is cross-trained across credit assessment, servicing software, lodgements, and post-settlement tasks.

This ensures seamless file coverage whenever staff take leave. Rather than micromanaging, we maintain strong alignment through daily 15-minute huddles, lender workshops, and mutual trust.

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Teamwork with structured coaching

Structuring Coastal Financial Consultants as an equal partnership with my co-founder Liz gave us a strong foundation. We keep our core team lean, utilising local support alongside offshore staff to handle back-office processing and speed up client turnarounds.

We work with a business coach to step out of the daily grind and focus on strategic growth.

Our expansion plan involves bringing on junior brokers who benefit from our full support ecosystem, including administrative assistance, compliance oversight, and steady lead flow. Providing this comprehensive structure lets new brokers focus purely on client engagement and loan writing while we scale capacity.