Client Service Manager

Could you be super helpful?
As one of Australia's largest profit-for-members superannuation funds, we always remember whose money it is and whose future we're looking after. Our 1.1m+ members. These are the people who inspire what we do and how we do it, every day.
And we walk our talk, inside as well as out. That care and inclusion, and a focus on better futures, also extends to the people who work at Aware Super. We are proud of our well-resourced and successful development and wellbeing programs, available to all our staff.
But don't take our word for it, the 2023 AFR BOSS Best Places to Work, 2023 Money Magazine's Best and Canstar's Best Value Super Fund in Australia awards back these claims. And while it's nice to be recognised, we don't do it for the accolades. We work to help everyone get more from their super, so they can get more for their future.
Sound good? Learn more about us and what we do at https://awaresuper.com.au
Your New Role
As the Client Service Manager, you are responsible for managing the regional client servicing function (Advice Implementation Specialists, Client Service Officers and Member Service Officers) and office (practice) management. Partnering with the aligned Advice Delivery Managers (ADM) you will support them to achieve regional objectives. This role may have team members supporting multiple regional offices in separate locations.
* Please note, this position will be based in Aware Super's head office in Sydney CBD *
Some of your responsibilities include;

• Supporting Advice Delivery Manager(s) and Financial Planners in achieving outcomes and objectives for the regional office;
• Supporting financial planners in practice management tasks including diary management and organisation, Prospect follow ups, assistance in liaison with Comsuper/Pillar/Centrelink/ATO and providing other support as required;
• Ensuring the team proactively manages all implementation and administrative tasks promptly;
• Monitoring and distributing all Client Service tasks and responsibilities and ensuring all tasks are completed within service levels;
• Ensuring Client Service staff deliver high quality experience required for clients and Aware Super members via the walk-in strategy;
• Workforce planning to effectively and efficiently manage the team to achieve service level standards and minimise wait times for clients;
• Act as a SME in Client Service and practice management and implement innovative and creative best practices and techniques to assist with retention, improve engagement and consistently maintain the Advice Services team as a high performing and sustainable entity within Aware Super

How do you exceed our expectations?
You will have proven experience managing a high performing team within financial services (managing a para-planning team or experience managing a team in wealth management is advantageous) coupled with a passion and commitment to developing individuals and teams to achieve desired outcomes and continuously improve.
In addition, you will have;

• Demonstrated success in managing a high performing team;
• Previous Client Service and office management experience within the financial services industry;
• Demonstrated leadership experience;
• A Diploma in Financial Planning and/or RG 146 qualification;
• The ability to work on-site from Mon-Friday (core hours for the team are between 8:15am - 5:15 pm);
• Knowledge of financial planning and exposure to superannuation;
• Excellent written and verbal communication skills;
• Well-developed stakeholder engagement skills; and
• Experience in Microsoft Dynamics CRM (desirable)

Employee Experience
We understand that not everyone works in the same ways. We offer flexibility so that you can perform your role at your best.
We love working at Aware Super because our hard work is rewarded by:

• A culture of career growth and development, backed by a commitment to internal career mobility
• Abundant well-being offerings like a health & fitness reimbursement, work from home technology reimbursement, salary continuance insurance and organisation-wide meeting free zones
• Career defining opportunities such as high-impact projects to scale our business and industry leading products and services development

The Aware Super difference
At Aware Super, we believe that diversity of thought, background and experience creates better outcomes for our members and communities and a stronger sense of belonging for our people. We value a diverse workplace and strongly encourage women, Aboriginal & Torres Strait Islander people, people with cultural and linguistic diversity, LGBTQIA+ individuals, people with disabilities, and mature-age individuals to apply. We are proud to be consistently recognised as an Employer of Choice for Gender Equality and our CEO, Deanne Stewart, is a Pay Equity Ambassador.
Applicants must have the right to work in Australia and will be subject to police and bankruptcy checks.