Manager – Customer Solutions
Core
Lead a new Customer Solutions pod in Adelaide to deliver exceptional experiences for advisers and investors navigating key financial moments.
Role type
Senior IC customer solutions manager (team leadership)
Builds
Customer support operations, service delivery, and team culture for Netwealth's wealth management platform
Domain
Financial services / Wealth management / Customer operations
Required skills
Team leadership, coaching and mentoring, operational data analysis, workforce planning, stakeholder management, process improvement, change management, quality assurance, escalation management, strategic planning
Preferred skills
Financial services experience, regulatory compliance knowledge, automation and AI implementation, business leadership qualifications
Technologies
AI-enabled customer support tools, automation platforms, workforce management systems
Responsibilities
Lead high-performing customer-focused teams, coach and develop Team Leaders, drive service levels and customer satisfaction, optimize team performance using operational data, partner with quality and compliance teams, embed new technology and AI solutions, manage complex customer escalations
Seniority
Senior, hands-on IC