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Operations And Client Service Lead

Proxymity - Melbourne, VIC

Banking & Finance
Source: uWorkin


About Proxymity

Proxymity is a pioneering investor communications platform. Our unique and cutting edge solution connects listed companies with their shareholders via their intermediaries in real-time. This creates a more efficient, accurate and transparent solution for the industry.

Proxymity is here to change the investor communications landscape. Our mission is to make proxy voting and other asset servicing processes easier and more efficient. Our purpose is to solve complex problems for our customers and through our connectivity and technology capabilities, to add value throughout the investor ecosystem.

We are a fast-growth start up and have already gone from 10 - 80+ employees in the last year. We are backed by some of the biggest names in the industry and have extensive growth plans in place for the next 12 months and beyond.

About The Role

Within Proxymity’s operational site, the Operations and Client Service team lead will play a pivotal lead in creating, executing and managing critical client and market implementations.

Specifically they will

  • Help embed a culture of innovative thinking and problem solving amongst team members
  • Create and embed processes to execute large client implementations, new market rollouts and new product launches seamlessly and quickly whilst minimizing risk and maximizing client satisfaction
  • Explore and understand new market requirements embedding new processes as needed with tactical solutions where necessary
  • Constantly look for automation and efficiency opportunities working closely with our product development and technology teams to ensure we create a best in class process
  • Mentor, coach and supervise team members and act as an escalation point
  • Create, embed and refine robust operational monitoring processes for the platform
As a key contributor to the launch phase of Proxymity, the Operations and Client Service Team lead will have the opportunity to contribute to a variety of pivotal activities and expand the remit of the role as the needs of the business develop. Responsibilities will include
  • Research, analyse and draw up plans for implementation of new markets, products and clients.
  • Lead and manage a team in the daily execution of client service, implementations and operational activity.
  • Develop and refine the necessary monitoring system to ensure exceptions in the platform are identified and resolved to minimize client or performance impact.
  • Ensure internal and external client queries are tracked monitored and resolved in a timely manner.
  • Act as escalation point for issues related to ops and client service.
  • Act as a Subject Matter Expert in support of sales, product and management teams on significant operational issues.
  • Provide oversight of vote execution processes from the Proxymity platform.
  • Ensure the creation and maintenance of all operational procedures and guides in accordance with company policy
  • Involvement in the creation, maintenance and execution of UAT plans as needed to support the business.
  • Consistently identify opportunities and develop plans for operational process improvement.
  • Identification and submission of potential Proxymity platform improvements, including management of those raised by clients.
  • Assist with the creation, training and implementation of satellite teams to provide local market Operational and Client Service support as required by company growth strategy.

  • Ideally a minimum of 5+ years operations and/or client service experience.
  • Solid understanding of the Securities Services industry or similar business and environment beneficial.
  • Supervisory or management experience; proven ability to develop and lead others to success.
  • Knowledge of the Proxy Voting industry and associated core processes beneficial.
  • Experience of client on-boarding and implementation processes.
  • Evidence of working in a fast-paced service delivery environment.
  • Strong attention to detail.
  • Client empathy with a drive for results and a passion for client service excellence.
  • Strong written and verbal communication skills, with the ability to positively represent the company to clients and other market participants.
  • Seeks and acts upon feedback, with a strong focus on personal development.
  • Strong client facing communication and presentation skills.

  • An exciting, fast-growth start up environment with excellent career growth opportunities
  • Flexibility to work from home post Covid-19
  • Yoga every Tuesday
  • Subsidized Headspace subscription