Client Service Team Lead

Overview

Who we are: Proxymity is a pioneering investor communications platform. Our unique, cutting-edge solutions connect global listed companies with their shareholders, via their intermediaries, in real time. This creates a more efficient, accurate and transparent communication flow for the industry, whilst our platforms, built on highly scalable technology, provide full compliance with the latest regulations.

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 add value throughout the investor ecosystem through our connectivity and technology capabilities.

We are a fast-growth scale-up, rapidly growing our global presence, footprint and employee numbers. We are backed by some of the most influential names in the financial industry and have extensive growth plans in place for the future.

What we’re looking for

Smart, energetic and inquisitive individuals to join our Client Services team in Melbourne. You will perform a critical role in delivering professional, multi-faceted, first-class client service to our expanding network of customers and partners.

You will become a key contributor throughout the growth phases of Proxymity, supporting various pivotal activities and will have the opportunity to expand and develop your remit and role as the needs of the business continue to grow.

Core Responsibilities

- Be the first point of contact between our clients and the business
- Review, respond and resolve client enquiries within agreed SLA’s
- Build and maintain productive working relationships with clients and other stakeholders to build trust and foster positive collaboration
- Conduct thorough root cause analysis and query trending to identify strategic remediation actions
- Oversight of processing checklist completion on a daily basis
- Understand and track current and future workloads and prepare appropriate plans to ensure balanced assignment across the team
- Adapt and assign resources appropriately to manage daily and forecast workloads
- Proactively monitor team capabilities and plan for remediation of identified gaps in knowledge
- Work in partnership with global operations hubs and other internal stakeholders
- Execute daily tasks with a client focused approach
- Ask questions to challenge the status quo
- Identify opportunities for process, platform and control environment improvements
- Liaise across the company to coordinate participation and engagement with the change agenda
- Review, understand, and operate within Standard Operating Procedures and be responsible for maintaining their integrity through continuous review and validation
- Oversee the day-to-day management of team workloads and priorities
- Act as point of contact for the team to internal / external partners and stakeholders
- Continuously develop team members through structured appraisals, training and ongoing feedback
- Maintain clear communication channels in to and out of the team
- Provide cover for the Team Manager as necessary
- Execute administrative managerial duties on a timely and efficient basis
- Ensure that the team are aware of, understand, and operate in a way to achieve, its goals and objectives
- Ensure that the goals of the team align with those of the department and the company
- Lead the hiring and training of new employees to the team
- Produce management information metrics to support performance monitoring
- Create a culture of inclusion and belonging, leading by example
- Escalate issues and / or concerns that impact the business, your role or personal wellbeing in a timely manner
- Be an ambassador for the team, Operations and Proxymity, always
- 3 years’+ experience within a client service environment or equivalent experience
- Proven experience of effective workflow management across teams
- Proven supervisory experience, managing, coaching and developing diverse teams
- Understanding of the Securities Services industry and Asset Servicing products or similar
- Proven project management skills
- Strong attention to detail
- Excellent written and verbal communication skills
- Proficient in Microsoft suite of applications
- Self-sufficient yet team orientated with the ability to build positive relationships and work collaboratively with internal and external partners, peers and clients
- Ability to execute in a high pressure, fast paced environment
- Excellent organisation with a flexibility to manage changing priorities and respond to time constraints
- Fast learning to understand complex business processes and initiative to build necessary knowledge
- Innovative mindset to identify opportunities for process and control improvements
- Seeks and acts upon feedback with a focus on personal development

Desirables or willingness to learn

- Knowledge of the Investor communications industry and practices
- Experience of working within a start-up / scale-up organisation
- Problem solving and critical thinking skills
- Experience of managing diverse, offshore and remote teams
- Fluency in another language
- Knowledge of programming / coding languages and applications
- Headspace subscription
- Birthday off in addition to annual leave
- Access to Absorb Learning
- Improved family-friendly policies
- Hybrid working scheme
- Choose your tech
- 2 duvet days a year
- 1 volunteer day a year
- 4-week sabbatical after 4 years at Proxymity
- Workation- Our Workation policy means you can work anywhere in the world for up to 45 days per calendar year.
- Companywide parties twice a year
- Team socials
- A company wins programme
- Companywide panels on variety of subjects like diversity and inclusion, wellbeing etc.

To assist us with evolving our DEI efforts and ensuring our process is as inclusive as possible, we will be sending out a brief diversity and inclusion survey for you to complete if you choose to apply for this position. This will be completely anonymous and is in no way tied to your application. If you could please take a few minutes out of your day to complete this that would be much appreciated.

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