Client Services Director, Employee Share Plans

Client Services Director, Employee Share Plans Join to apply for the Client Services Director, Employee Share Plans role at Automic Group Client Services Director, Employee Share Plans 14 hours ago Be among the first 25 applicants Join to apply for the Client Services Director, Employee Share Plans role at Automic Group Direct message the job poster from Automic Group The Customer Success Director - Employee Share Plans is responsible for ensuring an exceptional client experience in the management and execution of Automic Group's Employee Share Plan (ESP) services.
This role will oversee client onboarding, relationship management, service delivery, and ongoing client success initiatives to drive engagement, retention, and growth within the ESP segment.
Key Responsibilities Customer Success & Relationship Management Lead the Customer Success strategy for Employee Share Plans, ensuring a client-centric approach to service delivery.
Build and maintain strong, long-term relationships with key clients, understanding their specific needs and providing tailored solutions.
Act as the primary escalation point for client issues, ensuring swift resolution and maintaining high client satisfaction.
Operational Excellence & Service Delivery Oversee the execution of Employee Share Plan administration services, ensuring seamless implementation and compliance with regulatory requirements.
Collaborate with internal teams, including Product, Technology, and Operations, to enhance service delivery and address client needs.
Develop and implement best practices for Employee Share Plan administration, ensuring efficiency, accuracy, and compliance.
Client Onboarding & Adoption Manage the end-to-end onboarding process for new Employee Share Plan clients, ensuring a smooth transition and successful adoption.
Conduct training and education sessions for clients to maximise their understanding and usage of Automic's ESP platform and services.
Monitor and analyse client usage data to proactively address issues and enhance the client experience.
Business Growth & Retention Identify opportunities for upselling and cross-selling additional services to existing clients.
Develop and implement client engagement strategies to increase retention and loyalty.
Work closely with the Sales and Marketing teams to support new business development initiatives.
Creating a Trustee Office to service current and futire clients Build and develop a high-performing customer service team, providing coaching, training, and professional development.
Foster a culture of accountability, collaboration, and continuous improvement within the customer service function.
Implement staff development programs to enhance skills and knowledge in customer service excellence.
Risk & Compliance Management Ensure all Employee Share Plan services comply with relevant regulatory and governance requirements.
Monitor changes in regulations and industry standards, proactively updating processes and client communication accordingly.
Implement risk management frameworks to mitigate potential service or compliance risks.
Technical Capabilities and Qualifications Bachelor's degree in Business, Finance, or a related field; advanced degree preferred Proven leadership experience in client success, share plan administration, or a related field Strong understanding of Employee Share Plans, compliance requirements, and best practices Excellent communication skills (both written and verbal) and ability to engage with executive stakeholders Experience Minimum 8 years of experience in customer success, corporate governance, or Employee Share Plan administration Experience managing client relationships in a high-growth, technology-driven environment Proven ability to drive operational efficiencies and enhance client satisfaction Strong background in regulatory compliance and risk management within Employee Share Plans A positive and collaborative work culture Employee recognition and rewards initiatives Comprehensive training and ongoing development programs Career advancement opportunities within the organisation An impressive list of employee benefits including discounts on retail, bills, wellbeing, and entertainment Diversity Creating a workforce that actively embraces diversity, inclusion and a sense of belonging is key to our success.
We believe in treating everyone fairly which means that inclusion, removing barriers, striving for equity and embracing diversity are woven through our values and behaviours.
We encourage applications from all backgrounds, different abilities and communities and are committed to providing a work environment that enables you to thrive, whatever your circumstances.
When you apply, please note the pronouns you use and any workplace adjustments you may need to enable you to put your best foot forward during the interview process.
Acknowledgement of Land In the spirit of reconciliation, Automic Group acknowledges the Traditional Custodians of country throughout Australia and their connections to land, sea, and community.
We pay our respect to Elders past and present and extend that respect to all Aboriginal and Torres Strait Islander peoples today.
Only applicants with work rights in Australia can be considered for this position.
Preferred candidates will be required to undertake pre-employment screening, including a National Police Check and an ID check.
Seniority level Seniority level Director Employment type Employment type Full-time Job function Job function Finance Referrals increase your chances of interviewing at Automic Group by 2x Sign in to set job alerts for "Director of Client Services" roles.
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