Senior Client Service Manager

Join our specialist Wealth division that offers market-leading integrated wealth solutions for advisers and their clients. Leading a Client Service team that operates as the primary point of contact financial advisers using the Macquarie Wrap platform.

At Macquarie, our advantage is bringing together diverse people and empowering them to shape all kinds of possibilities. We are a global financial services group operating in 31 markets and with 56 years of unbroken profitability. You’ll be part of a friendly and supportive team where everyone - no matter what role - contributes ideas and drives outcomes.

What role will you play?

You will be responsible for creating and leading a high performance culture through coaching, mentoring, and developing a team of leaders. You will ensure our service levels and quality targets are met, workflow queues are managed and actioned within agreed cut-off times and act as a key escalation point for all issues relating to our clients and internal stakeholders. You will also be responsible for identifying opportunities to eliminate waste in our processes and drive a culture of continual improvement within the contact center teams, whilst being instrumental in the design and delivery of service related transformation initiatives.

What you offer

- Demonstrated people leadership skills and experience of manager contact centre teams in voice and chat

- Ideally an in-depth knowledge of Wealth products and services

- The ability to coach, train and mentor others for high performance

- Driven to optimise processes and identify opportunities for efficiencies, removing waste whilst leveraging data

- Experience and skills in driving change and being able to support your team in an ever-changing, fast paced environment

- Ability to present data to senior stakeholders.

We love hearing from anyone inspired to build a better future with us, if you're excited about the role or working at Macquarie we encourage you to apply.

What we offer

At Macquarie, you’re empowered to shape a career that’s rewarding in all the ways that matter most to you. Macquarie employees can access a wide range of benefits which, depending on employment type, include:

- 1 wellbeing leave day per year

- Up to 5 additional service bonus leave days per year

- Up to 20 weeks’ paid parental leave for primary caregivers along with 12 days of transition leave upon return to work, and 6 weeks’ paid leave for non-primary caregivers

- 2 days of paid volunteer leave and donation matching

- Up to 12 months’ gender affirmation leave, including 6 weeks’ paid leave

- Access to Employee Assistance Program and wellbeing benefits including skin and health checks, and flu vaccinations

- Access to a wide range of salary packaging options

- Access to a wide range of learning and development opportunities, including reimbursement for professional membership or subscription

- Hybrid and flexible working arrangements, dependent on role

- Reimbursement for work from home equipment

About Banking and Financial Services

Banking and Financial Services is our technology-driven retail bank. You will be part of a team that supports clients to achieve their full potential - whether that’s buying a home, growing a business or investing to manage wealth.

Our commitment to diversity, equity and inclusion

We are committed to fostering a diverse, equitable and inclusive workplace. We encourage people from all backgrounds to apply and welcome all identities, including race, ethnicity, cultural identity, nationality, gender (including gender identity or expression), age, sexual orientation, marital or partnership status, parental, caregiving or family status, family and domestic violence status, neurodiversity, religion or belief, disability, or socio-economic background. We welcome further discussions on how you can feel included and belong at Macquarie as you progress through our recruitment process. To learn more, contact our team.

Our aim is to provide reasonable adjustments to individuals who may need support during the recruitment process and through working arrangements. If you require additional assistance, please let us know in the application process.

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