Creating an inclusive workplace strengthens businesses and develops stronger, trusted connections, says Natalie Smith, ANZ's general manager Retail Broker
In recent years, the mortgage broking industry has made strides towards greater gender representation. But progress is not always linear. Although the number of mortgage brokers has increased, progress in gender diversity remains limited.
Women currently make up 27% of our industry, a figure that has remained unchanged for the past seven years. Clearly, there’s more work to do to attract, retain and support women in the broking industry.
As general manager of ANZ’s Retail Broker channel, I’ve seen how diversity strengthens businesses. Diversity isn’t just a box to tick – it’s a competitive advantage. It can drive better performance, boost profitability and help access a wider pool of talent.
Diversity helps us better reflect society and our customer base, improve decision-making, innovate and enhance risk management. Moreover, we know that mortgage broking is a relationship-driven business – and diversity plays a vital role in helping us build stronger, trusted connections with a broader range of customers.
Borrowers want to deal with brokers who understand their needs and explain their loan options clearly, so it’s important that they have a strong understanding of their customers’ backgrounds and unique circumstances.
Different life experiences bring fresh perspectives and a deeper understanding of people’s needs and property goals – qualities that can support better customer outcomes.
Small changes, big impact
Creating a more inclusive workplace doesn’t require a complete overhaul. Often, it starts with small, intentional changes.
Inclusive job adverts – using gender-neutral language and highlighting flexible work options – can significantly widen the pool of applicants. Structured recruitment processes, including diverse interview panels and standardised criteria, help reduce unconscious bias and ensure fairer outcomes.
"Diversity isn’t just a box to tick – it’s a competitive advantage" - Natalie Smith, ANZ
Supporting career returners is another powerful lever. ANZ’s award-winning Return to Work program helps women re-enter the workforce after parental leave or career breaks. Brokers might consider offering things like mentoring, phased re-entry and tailored learning pathways to support women returning to work.
Flexible work: A catalyst for inclusion
Flexible work isn’t just nice to have – it’s a powerful driver of enhanced employee engagement. It helps people to better balance their professional and personal responsibilities, which is especially important in an industry where many operate as sole traders or small business owners.
We’ve seen that flexibility works; now it’s about how we’re making it a standard part of how we operate.
Whether it’s remote work, flexible hours or shared caregiving policies, these arrangements make the industry more accessible and sustainable. But it’s equally important to ensure that men have access to these arrangements too.
When men are supported with parental flexibility, it helps shift traditional perceptions around caregiving and encourages a more inclusive culture where flexibility is seen as a business norm, not a gendered exception.
From awareness to action
Making these aspects of inclusion feel like the norm is key to driving meaningful change, as research shows that stereotypes, beliefs or expectations around gender roles still prevent women from entering or progressing in the broking industry.
Women often face stereotypes around leadership, caregiving and ambition. They may hesitate to apply for roles or start businesses without visible role models or supportive networks. That’s why sponsorship, not just mentorship, is critical. Sponsors advocate for women’s advancement, open doors and back them when they’re not in the room.
For brokers, the question becomes, Who are you lifting up? Creating a culture of sponsorship doesn’t require a formal program – just a willingness to notice the potential in people and advocate for growth.
Looking ahead: Elite Women
ANZ’s Elite Women report highlights the achievements of female brokers who are leading with impact. Their stories reflect resilience, innovation and the power of inclusive leadership. Their visibility matters. It inspires others, challenges outdated assumptions and shows what’s possible when businesses invest in diversity.
Natalie Smith is General Manager, Retail Broker at ANZ Banking Group (ANZ). Prior to her appointment in February 2022, Smith held numerous leadership roles across the banking sector, including tribe lead (head of transformation) in ANZ’s Commercial division.
