Responsibilities

- Lead the Investor Response function and maintain accountability for service delivery performance, client satisfaction, operational efficiency and quality outcomes across all teams.
- Lead, develop and mentor operational leaders to build a high-performing, engaged and customer-focused workforce.
- Oversee workforce planning, organisational design, succession planning and capability development to support future growth.
- Act as the senior operational representative for Investor Response services.
- Build and maintain strong relationships with clients, internal stakeholders and senior management.
- Lead operational governance meetings, client reviews and Steering Committees, presenting service performance, risks, initiatives and outcomes.
- Maintain accountability for operational governance, risk management, regulatory compliance and service quality.
- Ensure appropriate controls, procedures and escalation frameworks are established and maintained.
- Manage operational budgets, resource allocation and workforce investment decisions.
- Develop business cases and strategic recommendations to support growth,



scalability and operational efficiency.
- Provide regular reporting and insights to the COO and Executive Leadership Team on service performance, operational risks, workforce trends and strategic initiatives.
- Ensure decisions are supported by accurate data, meaningful metrics and actionable recommendations.

Requirements

- 6+ years’ experience in operational leadership, customer operations, investor services, registry services or shared services environments.
- Demonstrated experience managing large service delivery functions.
- Experience leading managers and leaders across multiple teams and locations.
- Experience presenting to executive leadership, Boards, Steering Committees and clients.
- Proven ability to develop and execute operational strategies.
- Solid experience establishing governance frameworks and performance reporting structures.
- Experience leading business transformation and continuous improvement programs.
- Financial management and budget ownership experience.

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📌 Investor Response Manager (City of Gold Coast)
🏢 Boardroom Pty
📍 City of Gold Coast