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Base yourself in our state of the art, central Sydney office

Join a supportive and collaborative Team

Perpetual Group is an ASX-listed company (ASX:PPT) headquartered in Sydney, Australia, currently consisting of 11 leading brands across three distinct businesses: Asset Management, Wealth Management and Corporate Trust. The wealth management business consists of three distinct brands in addition to Perpetual Private - Fordham, Jacaranda financial planning and Priority Life - offering a unique mix of wealth management, advice and trustee services. With a diverse range of capabilities including strategic advice on superannuation and retirement planning, general investment, asset protection, insurance, tax management, estate planning, aged care, social security, succession planning and philanthropy. Our clients include individuals, families, businesses, not-for-profit organisations and Indigenous communities throughout Australia.

About the Role

The Workplace Lead will manage, lead, and support a team of analysts to deliver service desk and onsite concierge services to the business across a 24x7 service. The primary responsibility of this position is to effectively coordinate and oversee the end-to-end process of delivering these core services. The Workplace lead will also be responsible for overseeing delivery of workplace services including end user devices, endpoint management, collaboration platforms and AV/VC support The goal is to ensure that service levels are consistently met and exceeded. This involves closely monitoring team performance and meeting established metrics and benchmarks to consistently meet customer expectations. Additionally, the position requires maintaining comprehensive documentation of all service desk processes, conducting regular audits, and actively seeking opportunities for process improvement.

Join our dynamic team at Perpetual Wealth, as a Workplace Lead you will:

- Maintain oversight and coordination of day-to-day service desk and concierge delivery, ensuring expectations are met across the team.
- Develop and maintain a comprehensive knowledge base for frequently encountered end-user issues, troubleshooting steps, and resolution procedures.
- Manage and track hardware and software inventory, including procurement, deployment, maintenance, and retirement.
- Participate in projects related to end-user support, such as system upgrades, software rollouts, or process improvements.




- Monitor key performance indicators (KPIs), such as response time, resolution time, and customer satisfaction, and take appropriate actions to meet or exceed performance targets.
- Ensure team compliance with all regulatory, compliance, risk, and security requirements.
- Facilitate workforce planning to meet the business requirements of the team including shift rostering and forecasting resourcing against inbound transaction volumes.
- Act as a point of technical escalation within the team and work with other teams when assistance is required.
- Facilitate the 'shift-left' of workload from 2nd and 3rd level resolver groups to drive fixed on first contact, with a focus on staff development.
- Monitor customer satisfaction levels through feedback channels and take necessary actions to address concerns or improve service quality.
- Oversee the team’s workflow, ensuring the team stay accountable in completing tasks and maintaining a high-quality service to the business in line with internal processes, policies, and standards.
- Support the team in delivering upon strategic business objectives, individual and team goals.
- Facilitate effective team meetings by sharing information and updates regularly, helping the team prioritise work, removing roadblocks, and encouraging open discussion.
- Facilitate regular employee 1:1's and provide performance-based feedback to team members on an ongoing basis.

About You

We're looking for someone with: Bachelor degree, or similar, technical learning skills accumulated from the workplace 10+ years IT experience across Service Desk and Workplace Strong understanding of infrastructure and operations delivery and project delivery using Prince and Agile methodologies Experience in leading an insourced team in a small to medium size organisation where engineers are multi-disciplinary rather than specialist. Previous experience working with multiple external providers Proven track record for customer experience and simplification Proven track record of effective collaboration with Technology peers.



Self-starter with the ability to build capabilities from the ground up and drive out tasks with broad supervision

How we work

Our unique culture is underpinned by our three organisational behaviours, Stretch, Own it, Make an impact which drive our approach of day-to-day interactions with colleagues and clients, the way we approach decision-making to the questions we ask and the problems we solve.

Employee benefits

- Work from anywhere in Australia for up to one month each year
- An annual allowance to empower you to prioritise your personal wellbeing
- Study support and commitment to supporting professional development

We're committed to creating an inclusive workplace where diversity is celebrated. No matter your background or circumstances, we aim to provide an setting where you can thrive. Perpetual is an ASX-listed, diversified financial services company which has been serving clients since 1886. Across our four business divisions - Perpetual Asset Management Australia, Perpetual Asset Management International, Perpetual Private and Perpetual Corporate Trust - we aim to protect and grow our clients' wealth, knowing that by doing so we can make a difference in their lives. Trust is earned, every day. We have been earning the trust of our clients for more than 130 years and pride ourselves on our long-standing client relationships - some of which span five generations. Each and every day our people bring to life our enterprise behaviours – Stretch, Own It, and Make an Impact. The Perpetual team is diverse, expert and driven by the belief that we can make a difference in the lives of our clients. We value integrity, skill and teamwork and seek to find the best in each individual. Our reward is personal and professional development and the pride that comes from doing the best for our clients. In 1885, a committee of business and professional people, including future Prime Minister, the Honourable Sir Edmund Barton, gathered in Sydney for the purpose of forming a trustee company. Perpetual Trustee Company Limited was formed on 28 September 1886 and since then has been entrusted by generations of Australians to manage, grow and protect their wealth. Through wars, recessions and financial crises, we have continually evolved to meet the challenges of constant social, technological and economic change. Our core values and financial principles have endured through time and will continue to endure.

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📌 Workplace Lead, Perpetual Wealth Management (City of Sydney)
🏢 Perpetual
📍 City of Sydney