Awards season is fast approaching, and with the 2025 Australian Mortgage Awards (AMAs) set to return to Sydney on 17 October, Australian Broker is checking in with past winners to uncover the secrets behind their success.
Among last year’s standout performers was Victoria-based Lilian “Lily” Parle, who took home the 2024 "Mortgage Street Best Major Bank BDM" award. With more than two decades of experience in the mortgage and finance industry – including 20 years as a business development manager at Westpac – Parle has built a reputation for her genuine broker relationships, clear communication and passion for helping others succeed. We caught up with Parle to hear her thoughts on what it takes to stand out, what brokers need to grow in 2025,and how she’s navigating a shifting property and lending landscape.
The following article has been edited for grammar and clarity.
AB: What is your background? How did you become a BDM?
LP: Before becoming a business development manager at Westpac 20 years ago, I worked as a bank manager and then a home finance manager. These roles provided me with a strong foundation, where I developed my passion for delivering great outcomes for brokers and their clients.
AB: What is the secret to your success? Why do you think you won? And what can competitors learn from you?
LP: I make it a priority to ask questions about the broker and their business, showing genuine interest in their goals. I want to understand how I can assist in growing their business. It's crucial to show care and be available to support brokers. Furthermore, being thorough, providing accurate information and workshopping scenarios ensures deals are approved with minimal delays. My focus is on creating a positive experience for both the broker and the customer. A good client experience reflects positively on both the broker’s brand – and Westpac’s [brand].
AB: What kind of advice would you have for BDMs who are hoping to be recognized in the year ahead?
LP: Show genuine care in your work and always put yourself in the shoes of the broker and client. Strive to provide the best possible experience by being available, providing clear advice and leaning in when there’s a problem to be solved. If you love this role and are passionate about helping others, you will excel.
AB: What are some of your best practices as a sales manager? What are you doing as a BDM that others are not doing?
LP: I’m lucky that I genuinely love my job and get immense satisfaction helping brokers achieve great outcomes. I care deeply about their success and take pride in supporting it. I think my passion and dedication helps me develop strong broker relationships.
AB: How did your company, or industry as a whole, help support you as a BDM throughout the year?
LP: I am fortunate to be part of a great team at Westpac, supported by an excellent leadership team, with great training opportunities and unwavering support. Additionally, I feel empowered to voice any issues and suggest improvements to our processes, risk management and issues that directly impact our brokers and clients.
AB: What are some of the strategies or tips you offer brokers who want to grow their businesses?
LP: Offer exceptional service to your clients and don't just focus on rates. Highlight your service proposition and maintain regular contact with your clients. This is crucial for growing and maintaining a solid client base. Additionally, ask for referral business and concentrate on what you do best.
AB: What are some of your best practices for working with brokers? And lenders?
LP: When working with brokers, I prioritize clear and consistent communication, ensuring they have all the information they need to succeed. I also focus on building strong relationships by being available and responsive to their needs.
AB: What are your thoughts on Australia's loan and property markets as we enter into the back half of 2025? Are you seeing more activity? Or less activity than a year ago?
LP: In my personal view, I have seen early positive signs in my engagement with brokers, following the recent interest rate cut by the RBA.
AB: With the possibility of more rate cuts looming and the continued threat of US tariffs, what advice or tips do you offer brokers who are trying to navigate a continually volatile market?
LP: Stay informed and adaptable. It's important to maintain clear and regular communication with clients, providing them with up-to-date information and guidance. Additionally, leveraging Westpac's resources and support can help brokers manage risk and identify opportunities in a volatile market.
AB: What other trends are you seeing in the market at the moment?
LP: Westpac's financial results for the first half of FY25 show the continued importance of brokers to homebuyers and investors. Another notable trend is the focus on making processes simpler and faster for brokers and customers.
Tickets to this year's Australian Mortgage Awards, scheduled for 17 Oct., can be purchased here.
