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 current 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.

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