Manager, Client Operations

Challenger Limited is an ASX-listed investment management firm managing $99 billion in assets (as at 30 June 2022). Life with us is fast moving and always exciting. Together we’re driving to deliver our vision to provide our customers with financial security for a better retirement.

We achieve this goal by providing a work environment where people from diverse backgrounds, with a range of skills and experiences can contribute and succeed.

Role Purpose:
To lead the administration and operations teams to achieve service promises to customers. This is delivered through people achieving our key performance indicators on service levels, quality and low friction. It is also reliant on the management of our people and their knowledge and engagement. The Manager, Customer Operations plays a critical role in business strategy at an operational level and working with partners and stakeholders to ensure the service operations provides remains scalable, relevant and effective for our people, business and customers.

Role Responsibilities:
Overall responsibility for the management of the Administration and Operations Services team, including:

Development of strategy and execution for key initiatives
Develop and maintain a consistently high level of engagement of staff with our business by;
Progressive skill development through consistent training and practical experience supported by the skills matrix and staff development plan.
Developing and maintaining depth of teams through rotation of staff in and across teams consistent with their skill development.
Enabling staff to utilise their skills and experience in a manner which maximizes their contribution to the efficiency and effectiveness of our business.
Rewarding behaviours and performance
Ensure that our processes are scalable and evolving to meet customer changing expectations and meet our objectives in respect of compliance, risk, service standards, efficiency and accuracy
Documentation of processes is practical and reliable
Work closely with technology to ensure that our systems are developed and maintained in a manner, and to a level which supports our product and process objectives, particularly in terms of capacity, control, service and accuracy · Service levels and productivity measures are met
People leaders are held to account and supported to meet the needs of their teams
Demonstrated record of achieving results through strong leadership, partnership and decision-making skills
Managing key external partnerships, on day to day exceptions arising from new operational models.

Role Requirements:
5+ years of strong leadership skills and show ability to unite and motivate a team
Ability to develop and maintain a service culture and manage individuals through ongoing
cultural transition
Proven record in balancing business and operations pressures and client expectations
Demonstration of process improvement, strategic planning, client relationship management and business fundamentals
Proven record managing and driving changes in a fast moving environment
Strong commercial business acumen
Ideally you have demonstrated operational experience in financial services industry
Exceptional organisational skills and attention to detail

We value inclusion and diversity of thought, promote flexible working practices so our people can integrate their work and personal lives, and are proud to be a Workplace Gender Equality Agency (WGEA) Employer of Choice for Gender Equality.

We believe in bringing your authentic self and a belonging in our culture. We are prideful in participating in the Australian Workplace Equality Index (AWEI) as a national benchmark on LGBTQ+ workplace inclusion and best practice in Australia. We offer the opportunity for a broad career experience and value people who are inquisitive and rigorous and are driven to make a difference.

Job type:
Permanent

Posting Close Date :
28/04/2023