Regional Client Services Manager

Overview

The Regional Client Services Manager (RCSM) manages a region or function of Client Services employees

through capacity and service level management whilst supporting talent development. Workflow management and

proactive identification of bottle necks and overdue work are key requirements of this position.

The RCSM is also required to manage the expectations of Advisers around the completion of client work and

develop individuals within their team to ensure that service standards are met. An important aspect of the position

is providing feedback to the Process team about where efficiency gains can be made.

Key Responsibilities

Client Experience

• Deliver high quality service and documented outputs to clients through regional or functional employee teams
• Oversee workflow allocation ensuring capacity is managed to productivity benchmarks and overdue work does

  not exceed expectations

• Work with Regional Client Services Manager colleagues to identify where staff may have potential capacity
• Conduct informal audits to ensure correct processes are undertaken
• Ensure all client related work is completed in accordance within agreed service levels and turnaround days
• Act as an escalation point for Senior Client Services Managers and Advisers
• May act as a ‘Second Inspector’ on associated tasks
• Report monthly on relevant KPI’s for all staff with designated team
• Investigate complaints and/or concerns as required and provide continual improvement feedback to the

  Process team

People

• Lead, manage and coach Client Services employees aligning to the organisation and division’s mission and

  vision

• Facilitate employee development program
• Conduct or coordinate training in consultation with the division’s People Development representative
• Performance management of staff as required via the Performance Improvement Plan
• Mentor and coach to achieve effective and timely client outcomes
• Provide feedback and training where errors are made
• Monitor employee survey results, identifying themes and taking action to improve employee engagement
• Assist with recruitment as required, including vetting and interviewing
• Approver of direct report leave requests and expenses

Process

• Act as an agent for change, including subject matter expertise
• Liaise with relevant stakeholders in regard to change programs and continuous improvement outcomes
• Chair and attend business meetings as required across the Adviser Services and Client Services pathways
• Ensure all policies and procedures are followed including use of organisation supported systems and tooling
• Assist with the transition of any merger and acquisitions within the region
• Project management and assistance with various projects to support One Wealth as required
• Participate in ISO 9001 surveillance and certificate renewal visits

Qualifications

• 5+ years’ experience in customer service within the relevant industry or similar

  role/environment

• Advanced knowledge of industry specific end-to-end process.
• Demonstrated experience in providing exceptional service to clients
• Effectively manage a team of people to capacity
• Demonstrated ability to consistently exceed key performance indicators
• Demonstrated ability to communicate effectively to stakeholders
• Advanced knowledge in the operation of investment platforms and MDA models

Technical Skills and Qualifications

• Relevant industry tertiary qualification is advantageous
• Advanced MS Office skills (Word, PowerPoint, Excel)
• Demonstrated experience using line of business system software and tooling

Perks and benefits

• Comprehensive health and life insurance on your 16th day of employment, covering 1 free dependent on the 16th day of employment
• Flexible leave credits which may be used for vacation, emergency and sick leaves
• Superb and exciting Mid-Year Parties - with items to give away and cash prizes!
• Endless opportunities for career advancement
• We set you up for success with a company-provided PC/Laptop and fiber internet connection
• Tech-on-wheels Support
• Participate and join our CS Social Clubs and Special Interest Groups to connect with colleagues
• International career growth and connections
• Unlimited cash incentives for hired referrals
• Mental Wellness Employee Assistance program through Lifeworks
• In-house psychiatrist available to support employees' well-being
• Become part of the Employee Share Units program
• Cloudstaff Dream Points - To be used for bidding useful items like appliances, kitchenettes etc