Senior Manager, Edge Service

3 weeks ago

Hawthorn East, Australia COLONIAL FIRST STATE Full time

Are you ready to be part of an organisation that values expertise, passion and diversity? At CFS we know that the foundation of our success lies in our exceptional people. We believe in celebrating individuality, have a passion for high performance and creating an environment where you can unleash your full potential. Our people enable us to make a difference and deliver exceptional experiences to help our customers achieve financial freedom.

Your Team

The Senior Manager, Edge Service, is a pivotal role reporting to the Executive Director, Edge & Wrap Operations and is an integral part of the Leadership team with in the CFS Customer Operations division. The Edge service team is committed to delivering exceptional service to members and advisers using the Edge and First Wrap Platforms.

Your teams oversee the efficient and responsive delivery of services through various channels, including:

  • Inbound and Outbound Calls
  • Emails & E-Posts
  • Web Messenger
  • Exception and Joint process management with outsourcing partners
  • Distribution
  • Collaboration across all CFS business units

Your Responsibilities

  • Guide and inspire a team of leaders to execute operational activities with precision ensuring alignment with our visionary goals. 
  • Cultivate a culture of operational discipline, empowering team members to manage daily service operations with unparalleled effectiveness. 
  • Champion the implementation of cutting-edge operational strategies that enhance our risk management framework and embody our core cultural values. 
  • Forge strong partnerships and engage stakeholders to ensure seamless service distribution, perfectly aligned with customer needs and distribution channels. 
  • Lead a culture where first contact resolution is paramount, swiftly addressing and resolving risk matters, and championing initiatives that drive operational efficiency and exceptional quality improvements. 

Your Capability and Experience

  • Extensive experience in leading high-performing teams and driving operational success, with a focus on effective coaching and performance management. 
  • Proficient in data analysis to identify trends and opportunities, with a deep understanding of operational metrics and workforce management. 
  • Exceptional skills in communication, problem-solving, relationship management, and negotiation, fostering effective teamwork. 
  • Strong grasp of service excellence and continuous process improvement to enhance efficiency and quality. 
  • Knowledgeable in investments and superannuation, with the ability to work autonomously and build strong customer relationships, supported by desirable qualifications like RG146. 

What to Expect

At CFS, you'll be working among the very best in the wealth management industry. It's an inspiring environment that encourages development and celebrates success. Other things to look forward to:

  • Access to CFS Employer Super, which offers an expansive investment menu and flexible insurance solutions 
  • Support with financial services, including discounts on home loans and daily bank accounts through our partnership with a leading financial institution
  • Access to 24/7 confidential support covering safety, medical and mental health services  
  • Life Leave - 3 days per annum to focus on your wellbeing or celebrate a special event[JG1] 
  • Exclusive discounts on retail, travel and entertainment
  • Additional leave day to celebrate your birthday

CFS Culture

At CFS we are committed to creating a thriving environment where individuals can flourish. We believe that success is built upon strong teams, and we are dedicated to celebrating uniqueness, championing individuality and supporting a diverse and inclusive workforce. We believe that when you can truly be yourself, you can unlock your full potential. 

Apply today and join us in helping Australians to achieve their financial freedom. 

Please note, CFS requires all candidates to have full work rights in Australia.

Where we have preferred candidates, background checks (including Police, Employment, Bankruptcy checks, ASIC banned and disqualified persons) will be completed prior to the final preferred candidate’s employment being confirmed. The outcomes of the background checks do not preclude the preferred candidate, however, they will be assessed against the inherent requirements of the role.

  • Extensive experience in leading high-performing teams and driving operational success, with a focus on effective coaching and performance management. 
  • Proficient in data analysis to identify trends and opportunities, with a deep understanding of operational metrics and workforce management. 
  • Exceptional skills in communication, problem-solving, relationship management, and negotiation, fostering effective teamwork. 
  • Strong grasp of service excellence and continuous process improvement to enhance efficiency and quality. 
  • Knowledgeable in investments and superannuation, with the ability to work autonomously and build strong customer relationships, supported by desirable qualifications like RG146. 
  • Guide and inspire a team of leaders to execute operational activities with precision ensuring alignment with our visionary goals. 
  • Cultivate a culture of operational discipline, empowering team members to manage daily service operations with unparalleled effectiveness. 
  • Champion the implementation of cutting-edge operational strategies that enhance our risk management framework and embody our core cultural values. 
  • Forge strong partnerships and engage stakeholders to ensure seamless service distribution, perfectly aligned with customer needs and distribution channels. 
  • Lead a culture where first contact resolution is paramount, swiftly addressing and resolving risk matters, and championing initiatives that drive operational efficiency and exceptional quality improvements. 

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