Job Description

Responsibilities n

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



scalability and operational efficiency.
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- Provide regular reporting and insights to the COO and Executive Leadership Team on service performance, operational risks, workforce trends and strategic initiatives.
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- Ensure decisions are supported by accurate data, meaningful metrics and actionable recommendations.
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Requirements nn
- 6+ years’ experience in operational leadership, customer operations, investor services, registry services or shared services environments.
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- Demonstrated experience managing large service delivery functions.
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- Experience leading managers and leaders across multiple teams and locations.
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- Experience presenting to executive leadership, Boards, Steering Committees and clients.
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- Proven ability to develop and execute operational strategies.
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- Solid experience establishing governance frameworks and performance reporting structures.
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- Experience leading business transformation and continuous improvement programs.
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- Financial management and budget ownership experience.
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📌 Investor Response Manager (Brisbane)
🏢 Boardroom Pty
📍 Brisbane