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Client Services Manager

Macquarie Group - Sydney, NSW

Banking & Finance
Source: uWorkin


Join our Client Services team and help us provide exceptional experiences to our investors.

You will be responsible for managing a team of four client service associates who manage client relationships and deal with a range of queries relating to over 100 managed funds across a range of asset classes and specialist investments whilst striving for continuous improvement.

The team is responsible for ensuring delivery of service excellence to all clients, providing clear, accurate and timely responses (both verbal and written) to adviser and investor enquiries, assisting our outsourced registry service provider with questions that they have about Macquarie policies and processes, investigating customer complaints, ensuring individual and team KPIs are met and continuous improvement of processes to enhance efficiency and the customer experience.

As manager of the team, you will be responsible for:

  • Ensuring that the team meets KPIs and provides superior client service
  • Developing the skills and careers of team members
  • Oversight of our outsourced registry service provider
  • Fair and efficient management of client complaints, including formal responses and negotiations with the client
  • Developing and maintaining strong relationships with key internal stakeholders (including our legal, compliance and product teams) service providers and key external clients
  • Driving change through projects and team initiatives

You have strong management skills with previous experience managing a phone-based client service team in the funds management industry. Your previous experience dealing with customer complaints and a good understanding of AML/KYC rules and processes will see you succeed in this role. You are client orientated, always striving to deliver on client needs and expectations with excellent written and verbal communication skills and strong problem-solving skills. You possess effective time management and organisational skills coupled with the ability to multi-task and prioritise work within a diverse and fast-paced role.

Additional experience with, and knowledge of investment markets, issues and regulations would be advantageous.

If you a strong people manager, with a passion for client experience, and you are motivated by continuous improvement, then this role would be a great fit. Please apply now!

About Macquarie Asset Management

Macquarie Asset Management is a large scale, global asset manager, providing clients with access to a diverse range of capabilities and products across infrastructure, real estate, natural resources, private credit, fixed income, equities, multi-asset and liquid alternatives. As at 31 December 2020, Macquarie Asset Management had $A550.9 billion of assets under management.

Our commitment to Diversity and Inclusion

The diversity of our people is one of our greatest strengths, and in combination with our inclusive environment, it enables us to deliver innovative and sustainable outcomes for our people, clients, shareholders and communities. From day one, you'll be encouraged to be yourself and supported to perform at your best. If our purpose of ‘empowering people to innovate and invest for a better future’ is as inspiring to you as it is to us, please apply. With the right technology, support and resources, our people can work in a range of flexible ways.

We are committed to providing a working environment that embraces and values diversity and inclusion. We encourage candidates to speak with a member of our recruitment team if you require adjustments to our recruitment process to support you, and the type of working arrangements that would help you thrive.