Responsibilities:

Leadership & Team Management

- Provide coaching and direction to Client Service Associates.
- Foster a proactive client service culture and maintain a positive team environment.
- Allocate work evenly and ensure staff are adequately trained.
- Mentor and develop staff by sharing knowledge and best practices, with a strong emphasis on technical expertise and industry-specific insights.
- Manage and guide staff to ensure service requirements are clearly understood and consistently delivered in line with agreed quality standards and service level agreements.

Client Management

- Act as primary contact for assigned clients, including HR, finance, and payroll stakeholders for service-related tasks and events.
- Conduct regular account meetings with clients as required.
- Manage client expectations to ensure maximum satisfaction.
- Escalate issues impacting high-value clients immediately.

Teamwork

- Collaborate and support fellow Client Service Managers and Associates when required.
- Prepare for and actively participate in scheduled forums focused on team capacity, helping where needed.
- Demonstrate flexibility and a willingness to work additional hours when necessary to support your own team and others, ensuring client and business needs are met.

Operational Delivery





- Oversee execution of key events (Dividends, Purchases, Releases, Vestings).
- Ensure compliance with service level agreements and quality assurance requirements.
- Supervise day-to-day tasks and maintain client calendars.
- Work with internal teams (payments, registry, IT, risk, compliance) to resolve issues.
- Log incidents and complaints promptly and ensure timely resolution.

Process Improvement & Risk Management

- Identify and implement new processes, procedures, and systems.
- Participate in user acceptance testing for new systems.
- Track and resolve risk and compliance issues.
- Develop training guides and documentation for operational processes.

Requirements:

- Bachelor’s degree in Finance, Business, Commerce, or related field preferred.
- Proven experience managing a team in client service or middle-office roles.
- Knowledge of equity compensation and share plans advantageous.
- Robust leadership and people management skills.
- Excellent communication and stakeholder management.
- Analytical and problem-solving ability.
- High attention to detail and accuracy.
- Ability to work under pressure and meet deadlines.
- This permanent full-time role based in Sydney or Melbourne.

📌 Client Services Manager, Employee Benefits Solutions (Sydney)
🏢 BoardRoom Group
📍 Sydney