'This is a fantastic industry, so back yourself and lean into it by getting to know everyone involved'
In this edition of ‘BDM in the spotlight’, MPA caught up with Mandy Maria Grabovac, a business development manager at ING. Twenty years in, Grabovac retains her love of the industry and helping brokers have the best possible experience with ING.
Full name: Mandy Maria Grabovac
Job title: Business development manager
Company: ING
Number of years in the industry: I started in the third party space when there was 35% of home loan lending going through brokers and was excited when we hit 40%, Now we are at 75% market share and still growing, and suffice to say, it’s been over 20 years and I’m still loving it.
Location: Brisbane
When and how did you join the finance industry?
I joined after finishing my science degree and was offered two jobs on the same day – BHP and a major bank. I just felt like banking was the career for me.
What does your current role involve?
Drawing upon the knowledge and experience of the ING team, I assist and support my brokers to ensure the best possible experience for them when they entrust their customers' home loans to us, ultimately leading to happy customers all around.
How do you assist brokers to grow their business?
When meeting with my brokers, I aim to understand their business so I can identify areas where we can assist. Additionally, I inform them of opportunities they may not be aware of, such as property share, and provide troubleshooting support for application submissions – such as one-touch approvals.
What do you enjoy most about your role?
My brokers and my bank – I feel very fortunate to be a part of both.
What’s the most important advice you can offer to a new-to-industry broker?
This is a fantastic industry, so back yourself and lean into it by getting to know everyone involved – your peers, lender BDMs, aggregators and industry partners. It really is one of the few industries that supports you to drive your own success in so many ways.
How important is broker feedback in ensuring you provide the best service?
I consider it essential, as they are the ones on the front line with the customers.
What makes a great BDM or state manager?
Consistency, honesty and care.
If there’s one thing you could change about the industry, what would it be?
I think that change is synonymous with our industry, but if there was one thing I would like to see more of is the adoption of AI to assist brokers. Imagine how easy it would be for brokers to sit with their customers, have a conversation with them while an AI tool filters that information into an application form… I can dream!
Describe your ideal weekend:
Heading to the beach or somewhere near the water enjoying a Sunday brunch with friends and family, then settling in with a good book. The reality is, though, that I am normally a taxi service for my daughter and her horse-riding obsession on the weekends.
