Job Description
ASX: Powering Australia's financial markets
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Why join the ASX? When you join ASX, you're joining a company with a strong purpose – to power a stronger economic future by enabling a fair and dynamic marketplace for all. In your new role, you'll be part of a leading global securities exchange with a strong brand. We are known for being a trusted market operator and an exciting data hub.
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Want to know why we are a great place to work.

-great-place-to-work
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We are more than a securities exchange! The ASX team brings together talented people from a diverse range of disciplines. We run critical market infrastructure, with 1 in 3 people employed within technology. Yet we have a unique complexity of roles across a range of disciplines such as operations, program delivery, financial products, investor engagement, risk and compliance. We're proud to foster a workplace where diversity is celebrated and inclusion is part of our everyday culture. Our employee-led networks champion LGBTIQ+ inclusion, promote gender equality, accessibility and wellbeing, inspire giving and volunteering, and celebrate cultural and religious events, creating a sense of belonging for all. As an AWEI Bronze employer and member of the Champions of Change Coalition for gender equality, we're committed to a fair and inclusive workplace where everyone can thrive.
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Case Management
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Triage incoming customer queries related to the CHESS Replacement Project.
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Assign cases to appropriate internal teams based on complexity and priority, ensuring and proper tracking and assignment process are followed in the case management system
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Work with Line 2 and 3 SMEs and team leaders to track and manage resolution of customer cases in appropriate timeframes.
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Monitor case progress and ensure timely resolution,



where necessary elevate outstanding cases that require attention in daily and weekly project forums.
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Were necessary log into the test environment to confirm system status/behaviour as described by the customer before assigning to internal team.
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Generate regular reporting on the performance of the case management processes in terms of volume, duration and completion rates.
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Customer Communication: Provide clear, concise updates to customers and other teams on case status. Ensure all communications and updates are provided within required SLA's
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Escalate issues promptly when required.
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Collaboration: Work closely with internal stakeholders including Technology Support, Functional and Operational teams, Stakeholder Engagement, and Project teams.
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Maintain accurate records in case management systems to support both scheduled and ad hoc reporting requests by project leadership
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Participate in daily and weekly standups to provide input on decision around external documentation updates, issue handling and customer case management
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Continuous Improvement: Identify trends in customer queries and recommend process improvements.
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Contribute to knowledge base development for common issues and resolutions.
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Identify and deliver enhancements to case management handling and reporting process
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We make hiring decisions based on your skills, capabilities and experience, and how you'll help us to live our values.
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We encourage you to apply even if you don't meet all the criteria of this role.
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At ASX Group, our diverse workforce is essential to build and maintain a fair and dynamic marketplace. We support adaptable working and offer hybrid working options.
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Even if our roles are advertised as full-time, we encourage you to apply if you are interested in part-time or other flexible working arrangements.
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We will arrange for successful candidates to have background checks, including reference and police checks, completed as part of the on-boarding process.
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To be considered for this position, candidates must be legally authorised to work in Australia on a permanent basis without any restrictions.
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ASX is an integrated exchange offering listings, trading, clearing, settlement, technical and information services, technology, data and other post-trade services.
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It acts as a market operator, clearing house and payments system facilitator.
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It oversees compliance with its operating rules, promotes standards of corporate governance among Australia's listed companies and helps to educate retail investors.
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ASX operates markets for a wide range of asset classes including equities, fixed income, commodities and energy.
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As an integrated exchange, ASX's activities span primary and secondary market services, including the raising, allocation and hedging of capital flows; trading and price discovery; central counterparty risk transfer; and securities settlement for both the equities and fixed income markets.
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When you join ASX, you'll be joining a agile global leader with a record of innovation and a reputation for integrity, transparency and professionalism.
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You'll also enjoy an impressive range of employee benefits and a flexible working environment underpinned by a friendly and cooperative culture.
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📌 Customer Support Case Manager (New South Wales)
🏢 ASX
📍 New South Wales