Senior Operations Manager - Adviser & Client services

• Permanent Full Time Opportunity
• Melbourne Location
• Lead a Team of 10-12 Direct Reports

The opportunity to join our team

Excellent opportunity in Melbourne to Lead and develop a team of exceptional people responsible for delivering adviser and client services across the Wrap business.

In this role you will be responsible for the management of adviser & client experience through delivery of successful customer engagement strategies. You will ensure that all client regulatory obligations are met to ensure that we are meeting client best interests.

This role will suit a passionate Leader of Leaders who loves developing people and making a difference.

Key Responsibilities:

• Provide input into and drive the strategic direction for Wrap Client & Adviser services
• Develop a detailed understanding of current and prospective adviser & client needs and proposition they will value
• Demonstrate a deep understanding of adviser and client needs with practical understanding of the implications this brings for KPIs, operations, distribution channels and the wider business
• Implement appropriate performance measurements to monitor adviser & client outcomes
• Develop an iterative act – measure – learn approach to the delivery and growth of customer experiences
• Develop a working knowledge of relevant industry and competitor strategy and activity
• Develop and deliver successful customer engagement strategies through team members
• Manage cross functional relationships and define programs that will contribute to the success of client engagement and align to business drivers.
• Build open, trustworthy relationship with leaders within the business and key stakeholders.
• Contribute to and execute Insignia’s value proposition through an in-depth understanding of client engagement and knowing what will be perceived of value in the market
• Manage and develop CRM systems and data related business insights
• Represent client and process at working groups and/or steering committees, adviser forums, conferences, senior leadership meetings and relevant Trustee and Administrator Boards
• Regular and effective communication and reinforcement of the purpose, values, strategies and priorities for the Insignia group

What you will bring:

• Demonstrated prior experience managing and developing people within the Financial Service industry
• Exceptional interpersonal, written and verbal communications
• In-depth knowledge of client touch points, competitors and industry trends
• Demonstrated strong service ethic, while achieving goals and targets under pressure
• Strong problem solving & decision-making capability
• Ability to consider service and process enhancements & manage through to completion with a strong change management focus
• Ability to work autonomously and within a dynamic team environment 
• Sound business judgement and financial acumen

Make your move. Make your mark.  

What gets us excited about working here? Helping people do more with their money. From those starting out to those retiring. As your team, we’ll show up for you and together we will create financial wellbeing for every Australian. Because we know people who are confident about their financial future live better lives  

If this sounds like your kind of career, you sound like our kind of person. Here, you’ll be making a positive impact in people’s lives straightaway – and every day. The first point of contact for our clients whenever they need support.  

Along the way, you’ll be free to learn new skills, grow, and get great things done. Around here, we like to call it “putting our fingerprints on the future”.  

Showing up for every Australian 

We’re one of Australia’s leading financial wellbeing organisations, helping people feel good about their money. This starts by helping our people feel good about working here. That means flexibility. Plenty of opportunity. And celebrating all the unique things that make you, you – what matters to you, matters to us.  

To Apply 

Read more about why you should join our team https://www.insigniafinancial.com.au/careers/working-with-us/why-join-our-team. 

Applicants will be required to provide evidence of their eligibility to work in Australia, and at a minimum be required to undertake police and basic credit checks as a condition of employment. 

Please note that applications from agencies will not be considered at this time. 

We acknowledge and celebrate the richness that individual differences bring to our team. If you need assistance or an adjustment during the application process, please reach out and let us know.