'Supporting a broker to take their business to the next level is incredibly rewarding'
Full name: Heidi Hayward
Job title: Business development manager (BDM)
Company: Bluestone Home Loans
Number of years in the industry: 15 years
Location: Gold Coast
In the latest edition of MPA’s popular BDM in the Spotlight series, Heidi Hayward recalls her journey from the traditional banking space to the non-bank sector. Hayward gives her thoughts on what makes a great BDM – whether that’s listening to feedback, being responsive, or occasionally having to give a quick ‘no’.
This series shines a light on the best BDMs and relationship managers in Australia’s vibrant mortgage broking industry.
When and how did you join the finance industry?
I joined CBA through their graduate program while working as a retail store manager and looking for a change. I was offered a 12-month pathway into branch management, which kickstarted my journey in banking leadership.
After a few years managing local CBA branches – and returning to work after having my son – I moved into lending as a premier banker. That led me into the broker industry, where I took on the role of third party BDM on the Gold Coast. I’ve been in the industry ever since and continue to love the work.
What does your current role involve?
Helping brokers find solutions for customers that may have been overlooked by other lenders – saying ‘yes’ when others say ‘no’!
How do you assist brokers to grow their business?
When brokers settle a deal that once seemed like the impossible – they don’t just help a client – they create advocates. These clients return time and again and brokers grow their loan books by uncovering new solutions they didn’t know they could offer.
Supporting a broker to take their business to the next level is incredibly rewarding – it makes us true partners in their journey.
What do you enjoy most about your role?
I have worked with many of my brokers on the Gold Coast for over a decade. I feel like an extension of their business now.
What’s the most important advice you can offer to a new-to-industry broker?
Find the few people in your corner that you feel a connection with and use them to help you build your empire.
BDMs, aggregator staff, other brokers – we all do business with people we genuinely connect with. Finding those key relationships early on is essential. Surround yourself with people who share knowledge, spark ideas, and support your growth as you build your business.
How important is broker feedback in ensuring you provide the best service?
Even after working in this industry for 15 years, there are still things I can improve on and do better. If brokers need something else from me, I crave that feedback so we can continue that successful partnership.
It's not a one-way street – I'm open to listen and find ways to be better all the time.
What makes a great BDM or state manager?
I say there are three things that makes a BDM successful:
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Be responsive: It might not always be possible to respond within two hours if you're busy – but same-day replies are a must. Brokers are our customers – treat them as they would treat their clients. They are emailing or ringing because they need you, not just because they feel like it
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Be honest: If you make a mistake, own it. Don’t hide behind it. We’re all human, and how we handle mistakes says a lot about who we are
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A quick ‘no’ is better than a slow one: Know your lenders’ limits and boundaries. Help brokers place deals to the right place the first time, even if that isn’t with you. That’s how you build trust and long-term relationships.
If there’s one thing you could change about the industry, what would it be?
I’d love to see more family- and partner-friendly events in our industry. It can be quite isolating working autonomously, and many of our events and awards tend to focus solely on the broker – often overlooking their significant others.
Automatically inviting brokers with a plus-one to all events would be a meaningful way to show our appreciation – not just for their work, but for the time they sacrifice away from their families and partners.
Describe your ideal weekend:
A sleep in, good coffee, sunshine and where possible camping or fishing with my family. We are so busy during the week – we love to reset and unwind on the weekends where we can!
