Concierge Onboarding Experience Manager

About the role -

We are seeking a highly organized, client-focused, and process-driven Concierge Manager to oversee and continuously enhance our crucial Concierge experience. This role is pivotal in ensuring a seamless and exceptional onboarding journey for our new Agreement Holders to our Loan Market, Partner and Member Service Plans, from initial introduction to successful go-live. You will act as the central orchestrator, liaising with multiple internal departments and directly engaging with our valued Brokers to deliver a best-in-class experience.

This role is ideal for a detail-oriented professional who thrives in a fast-paced environment, enjoys problem-solving, excels in Customer Service and is passionate about delivering an exceptional onboarding experience for brokers and partners.

This role can be done from Brisbane, Sydney or Melbourne and requires at least two days per week in the office.

Key responsibilities -

Client Relationship & Experience Management:

• Serve as the primary point of contact for new [Brokers/Clients] throughout their Concierge journey, managing expectations and fostering positive relationships.
• Conduct initial phone introductions and schedule "Concierge Broker Experience" meetings within 24 of task receipt.
• Coordinate and book all necessary appointments for new brokers, including:
  • Photo sessions (providing style guidelines).
  • "Meet the State Team" sessions.
  • 3-day induction training.
• Host weekly Broker experience meetings, addressing outstanding questions and ensuring all supporting documents are provided.

Process Coordination & Optimisation:

• Act as the central coordinator for all tasks within the Concierge process, effectively managing workflows between Recruiters, Marketing, Onboarding, Growth, Accreditations, and Platform Services teams.
• Liaise proactively and regularly with all involved departments, keeping them informed of progress and escalating any issues to the relevant teams for prompt resolution.
• Manage and action incoming support tickets related to the Concierge process.
• Collaborate daily with the Onboarding team to monitor client progress and ensure timely "go-live" dates.
• Ensure all system setups are complete, including MyCRM title and bio uploads, and maintaining accurate records in Hubspot and ClickUp with up-to-date notes and relevant templates.
• Manage and respond efficiently to emails received via shared team mailboxes.
• Action Hubspot and ClickUp tasks diligently to maintain process flow.

Continuous Improvement & Strategic Initiatives:

• Champion the continuous improvement of the Concierge process, actively identifying bottlenecks and proposing solutions across all involved departments.
• Regularly record, report on, and manage Key Result Areas (KRAs) with relevant stakeholders, providing insightful analysis.
• Continuously improve the functionality of current task management systems (Hubspot, ClickUp) and workflows, or contribute to the business requirements and implementation of new systems.
• Drive the build and implementation of strategic initiatives, including:
  • National Risk Register: Develop and implement a root cause analysis process for complaints and issues, reporting on findings, and initiating process changes as needed.
  • Standardize Meeting Agendas & Presentations.
  • Develop and maintain comprehensive Policies and Procedures/Business Rules for the Concierge process.

Team Collaboration & Support:

• Provide guidance and support to team members to ensure smooth workflow and adherence to processes.
• Support training and development initiatives to upskill team members and recruiters, enhancing overall team capability.
• Actively contribute to team meetings, sharing insights, constructive feedback, and innovative process enhancement ideas.
• Participate in weekly meetings with State teams and the Marketing team to provide updates on Broker progress, including go-live dates.

Key Result Areas (KRAs):

• Average Broker NPS (Net Promoter Score) on Concierge Process: Achieve and maintain a high level of satisfaction from our brokers regarding their concierge experience.
• Booking and Completing Client Meetings: Ensure 100% of initial Concierge Broker Experience meetings are booked and completed within 24-48 hours of receiving the task.
• Concierge Process Cycle Time: Reduce and optimize the average time from initial contact to broker "go-live."
• Accuracy of Data & System Updates: Maintain 100% accuracy and timeliness in Hubspot, ClickUp, and MyCRM updates.

About you:

• Proven experience in a client-facing role with a strong focus on process management and improvement.
• Exceptional organizational skills with the ability to juggle multiple priorities and meet tight deadlines.
• Excellent communication (written and verbal) and interpersonal skills, capable of building rapport with diverse stakeholders.
• Demonstrated ability to coordinate complex projects involving multiple departments.
• Proficiency in CRM systems (e.g., Hubspot) and project/task management tools (e.g., ClickUp).
• A proactive and problem-solving mindset, always seeking opportunities for efficiency and optimization.
• Strong attention to detail and commitment to accuracy.
• Ability to work independently and as part of a collaborative team.
• Experience in the aggregation or finance industry is a plus.

To succeed in this role you will bring with you:

• Positive "can do" attitude and a willingness to contribute to ensure the team's success.
• High attention to detail
• Strong customer service focus - dealing with both internal and external customers
• Integrity and dependability with a strong sense of urgency and results-orientation
• High level of written and verbal communication
• Strong interpersonal skills, ability to communicate well at all levels of the organisation