Responsibilities

- To provide excellent customer service ensuring clients are responded to promptly and accurately.
- Regularly meet with the clients face-to-face reviewing their registry activities, additional services and any further projects or initiatives.
- Maintains an in-depth knowledge of each of their clients, including their organisation structure (and related entities), their share price and activity and the key contacts. This includes good knowledge of a company’s management team and board of directors.
- To adhere to agreed service levels and when possible, exceed client's expectations.
- Develops a thorough understanding of Boardroom capabilities and service, and effectively communicates all offerings to the client.
- Excellent understanding of the internal registry system, SREG, to effectively manage and control the client registers.
- Effective and accurate co-ordination and communication associated with allotments, cancellations, expired securities, cross border transfers and buybacks.
- Work closely with the client to ensure seamless handling of Corporate Actions
- Complies with client campaign management, including carrying out requests of management to contact and communicate with clients on specific subjects.
- Works with client to seek regular feedback, including NPS ratings, to help refine BoardRoom’s service offering.
- Is integral in preparation for shareholder meetings including accurate and timely communication of mailings, voting and attendance.
- Work closely with the e-communications team and the client for e-communications to shareholders on the client’s behalf.
- Ensure compliance with Boardroom’s policies, procedures and audit processes.
- Working with Finance to review client billing to ensure accuracy and follows up promptly with the client on outstanding debt,



as well as reporting updates internally.
- Involvement and takes responsibility for projects or process improvement, including User Acceptance Testing of IT redevelopments.
- Identify, recommend and collaborate with the Listed team manager around training gaps, improvements to processes and team development
- Work closely with other members of the Listed team to ensure excellent service is being provided to Boardroom’s clients, including providing ‘buddy’ and backup servicing to other CSMs to the same high standards as their own clients.
- Responsibility to maintain high service outcomes to achieve and exceed service delivery standards
- To ensure communication from your department to other departments is maintained at a high standard to ensure all stakeholders are briefed in relation to your departments activities
- Provide support, training, guidance and back up to other team members as required.
- All client retention related interactions for Platinum Clients to be logged into CRM without fail.
- All required platinum client responsibilities to be carried out within the specific timelines as directed by management.
- All incidents and complaints to be loaded into CAMMS immediately (within 24 hrs of discovery) and assistance to be provided into the investigation, summary and close-out. This may include being an administrator within CAMMS.

Requirements

- Experience in a similar role essential.
- A positive knowledge of ASX listing rules, CHESS procedures and guidelines and key ASIC requirements.
- Good working knowledge of Microsoft Office, including Word, Excel and Outlook.
- Excellent customer service and pro-active relationship management skills.
- High level of initiative and work well in a team environment.
- Stays well informed of industry news and trends.
- Available for domestic travel for meetings.

📌 Client Services Manager, Capital Markets Solutions (Sydney)
🏢 BoardRoom Group
📍 Sydney