In this episode of The Efficiency Code, Charlene Batson, COO of OnDeck Australia, shares how she's helped build and grow a successful online lending company. She breaks down the real challenges of balancing fast growth with smart decision-making, and explains how her team uses automation to make better lending decisions while keeping the human touch that customers value.Charlene talks openly about what's worked (and what hasn't) in managing their technology costs, building a great place to work, and staying profitable in the competitive lending space. She shares practical stories from leading the company through COVID-19, when they had to quickly rethink how they did business.The conversation covers:How they decide which tasks to automate (and which to keep human)Ways they've cut unnecessary software costsBuilding a workplace people actually want to work atUsing data to find and keep the right customersKnowing when to outsource versus keep work in-houseThis episode is full of real-world examples for anyone running or scaling a lending business. Instead of theory, you'll hear practical advice from someone who's actually done it - from managing risk to keeping employees happy while growing fast.Timestamps: • (00:00) - - Introduction • (03:54) - - The automation journey: Lessons from COVID • (08:28) - - Automation for decision-making • (12:42) - - Navigating automation challenges • (16:34) - - Data-driven decisions for profitability• (21:22) - - Building a positive company culture • (28:08) - - Managing SaaS costs effectively• (36:11) - - Using AI for future growth

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