member services manager

Member Services Manager @ FinTech Australia

FinTech Australia is the voice of the Australian Fintech Community. We are a member-driven organisation building an ecosystem of Australian fintechs to advance our global economy and innovation culture. FinTech Australia works to create a strong community and foster connections whilst supporting innovation and advocating for regulations to create the best environment for Fintech's to thrive.

FinTech Australia is looking for an experienced MEMBER SERVICES MANAGER for an immediate start. This position is a full-time ongoing position, working 40 hours per week based in SYDNEY - CBD Someone go-getting and ambitious to help cultivate our community and make sure they feel like they're getting everything they can out of their FinTech Australia membership.

The 3 pillars of Member Services are:

• Membership  engagement
• Events
• Operations - including financial and bookkeeping

Reporting to the CEO, this job will see you work with our team, our Members, our Partners and Ecosystem Stakeholders to develop and perform high quality services.

The role of Member Services Manager will be responsible for executing and managing day-to-day operational processes about memberships, organisational administration and governance and the execution of events according to approved strategies, budgets regulations and procedures,

It's also important to understand that this role will be highly intellectually rewarding, but by no means easy – we embrace uncertainties, emphasize independent learning and growth, and we get our hands dirty when necessary.

In doing this role, you'll be dealing with incredible influencers, terrific talent and the business leaders of tomorrow - cultivating a successful, interconnected community that is supported, engaged and right by our side as we continue to drive our policy and advocacy agenda forward in Australia and beyond.

Duties and Responsibilities

Our Member Services Manager will be the point of contact for membership related queries, questions, issues and, also with suppliers for events or for the daily operation routines. Also, the financial routines like resign invoices, assisting the accounting team with  reconciliations, refunds and related processes will be managed and monitored by the Member Services Manager.

In regards to the events stream, whether it's virtual or in-person events, our online platform or even direct management, you're always ensure they will run, from conception to delivery, in the most efficient way and that our members are connecting to other members, corporate partners, international and domestic talent, regulatory stakeholders and mentors.

In short, you'll make sure our members have everything they need to explore all the membership benefits , ensuring events are executed within budget and under high standard and that the organisation's operations are running smoothly, according to  internal KPIs and industry legal compliance and  that our brand and reputation continues to grow.

Principal Accountabilities

• Manage the organisation's general administration & governance
• Manage the Membership Program nationwide
• Manage member's events
• Ensure superior levels of customer service are delivered to members from start to finish throughout the membership cycle.

Other Duties and Responsibilities

• Maintain accurate records, systems information and filing systems
• Assist the General Manager, the Board and the organisation's bookkeeper with bank account, reconciliations, and invoices
• Negotiate invoices with members and suppliers, monitoring and managing invoices accuracy and payments
• Monitor and supervise staff in regard organisational correspondence
• Responsible for carrying out analysis on complex resource management issues and initiatives that concern the organisation, and prepare associated reports, correspondence, and submissions to senior management
• Provide relevant information and support for the preparation of financial reports and budgets
• Assist accounting with revenue and growth forecast providing relevant and accurate information about receivables and membership inflow/outflow
• Liaise with Senior Management to create and implement strategies and procedures for member retention
• Assist Senior Management with report, collecting and organising information for Board Meetings
• Liaise with Senior Management and Board to develop, implement and monitor operational plans incorporating measures that deliver agreed strategic intents and KPIs.
• Liaise with Senior Management to develop business risk matrix
• Represent the organisation on internal and external matters, including negotiations, conferences, executive meetings, webinars
• Responsible for overseeing the formulation and implementation of plans, policies, and processes
• Responsible for conducting commercial activities as required
• Ensure effective controls are in place to detect unauthorised use of funds and assets.
• Ensure compliance with the organisation constitution, policies, and procedures
• Produce and manage the partnership/sponsorship agreements, monitoring staff in regards proper record keeping
• Liaise with legal partners for any advice and legal direction in regards agreements and liability
• Direct, manage, and develop the capacity of administrative staff to guarantee smooth business operations and the provision of accurate and timely information
• Manage the insurance policies
• Responsible for managing an accurate membership register that meets the organisation's legal, constitutional, financial and practical requirements.
• Engages with members and resolve membership issues and concerns
• Work with the CEO and Head of Community and Partnerships about membership issues
• Create an environment that supports learning and improvement and contribute to a healthy and safe work environment.
• Maintain events operational plans and oversees event execution per agreed strategies and budgets
• Manage and monitor events calendar
• Creates WBS for events: scope, time and budget
• Inspect and negotiates venues from evaluation to post event communication
• Negotiate venues hires, pricing, and delivery due dates with suppliers
• Help develop post event reports monitoring and managing collection of metrics and presentation for Board and Sponsors

For this position it is expected that you would possess the following qualifications/work experience:

• Bachelor's Degree Preferred - but not essential
• Proven experience in stakeholder engagement
• Proven experience in organisational administration
• Proven experience in event planning and execution
• Good understanding of basic accounting and legal terms is also highly valuable
• At least 3 years experience in Members Services, or in a management role in related industries
• Proven communications experience for community growth and engagement strategies
• Strong verbal and written communication skills, and an ability to present in front of an audience
• Direct experience in the Australian and worldwide fintech sector is highly recommended. You must at least show an understanding of, or eagerness to learn about the fintech and entrepreneurial ecosystem
• Energetic, bubbly and "can-do" personality - and a willingness to "roll up the sleeves and get it done"
• This role requires someone with exceptional organisational skills, driven and able to multitask. It is a demanding position that will require dedication and high ethical values.