Head of Customer Office

5 months ago

Melbourne, Australia Iress Limited Full time

See yourself being part of a large, transformational change? This could be the role for you

At Iress, we make things happen

We believe technology should help people perform better every day. Since our beginning in 1993, people across financial services have trusted us to take their performance to the next level. More than 10,000 businesses and 500,000 people use our software, from the world’s most iconic financial services brands to advice firms of all sizes, banks, insurers, investment managers, traders and brokers. Iress is one of Australia’s largest technology companies and employs more than 2,500 people across Australia, The United Kingdom, Africa, Canada, France, New Zealand and Asia.

Build your career at Iress

This role is responsible for driving and executing strategies that enable the Customer Success team to meet growth objectives, support initiatives and exceed customer satisfaction goals.

As the Head of Customer Office within our Wealth Management team, you will be focussed on providing direction in the development and implementation of best practice business strategies, commercial analysis, operational changes and business process initiatives to drive sustainable and consistent business practices that generate positive financial outcomes. In addition, you will provide support to the Chief Customer Officer (CCuO), and their leadership team, to ensure they are well positioned to lead through change.

Some of the awesome things you’ll be involved with:
- Work with the CCuO and Customer Success teams to formulate and execute strategies that will expand Wealth Management’s commercial/customer activity, generate revenue and lead to sustainable, replicable business practices.- Provide data insight, reporting and support to the CCuO in order to identify opportunities for operational or organizational efficiencies across the Customer Success team- Develop frameworks and processes to improve consistency and quality of service provided to clients in order to drive a customer centric culture of sales, service excellence, collective team accountability and organisational efficiency- Work in conjunction with the Wealth Management leadership team to continue to embed the sales & service methodology, continuing to champion its integration into standard work process and practice.- Work collectively with the Wealth Management team, and the Group Operations Teams, to develop consistent reporting and forecasting tools to enable teams to manage their sales processes, track performance and report precise detail for use across all levels- Plan, organise and manage the delivery of large scale programmes of internal activity across the teams in order to exceed customer experience expectations- Manage the governance that supports implementation, and maintenance, of key business strategies across the teams- Define and optimise end-to-end customer journeys, ensuring seamless experiences across all touchpoints- Identify pain points in the customer journey and implement initiatives to improve customer satisfaction and loyalty- Implement metrics and key performance indicators (KPIs) to measure and track customer experience effectiveness- Ensure the optimisation of NPS of all clients through excellence in client engagement, customer success and support

What you will bring:
- 5+ years proven project and stakeholder management experience- Demonstrated experience building and executing strategic frameworks- Strong understanding of the financial services industry- Demonstrates sound influencing and leadership capabilities- Deep working knowledge of Iress technology and how Iress solutions come together for clients across Wealth Management with a broad understanding of our customers- Leads and influences change while working in collaboration and with a strategic mindset- Drives outcomes and has the ability to lead and influence others to a successful outcomes- Ability to contribute to and implement strategic plans- Demonstrates resourcefulness, creativity, flexibility and a relentless drive to ensure business success- Demonstrate the ability to successfully influence senior management, executives and key stakeholders- Excellent planning & prioritisation skills, with the ability to manage several projects concurrently

Why work with us?- 8 additional paid days per year to extend your weekends- Hybrid working- Generous cash bonus for every successful referral- Annual Profit Share when Iress meets its annual profit targets- Starting school leave - 8.5 days of leave to assist your children with the transition to school- Up to 26 weeks’ paid parental leave for primary carers (up to 4 weeks for secondary carers), and the ability to work part-time when returning to work- 3 days’ paid leave per year to participate in charity initiatives- Discounted health insurance premiums- Access to learning and development programs through Udemy
- Iress is committed to fostering a welcoming and inclusive culture. We strongly believe

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