Client executive (sydney)

The primary responsibility of this position is to ensure quality service outcomes are achieved for a selection of assigned key accounts and for high‐value or urgent activities as determined by the state distribution manager. The role will be involved in bulk and individual transitions, adviser and dealer group onboarding, urgent issue management and escalations, as well as providing feedback and reporting to the dealer group on the service delivery.

• Co‐ordinate dealer group and adviser onboarding, supporting new advisers of key accounts.
• Manage the implementation and support of book, bulk or individual transitions, in particular preparing the key accounts and advisers for the transition.
• Drive service initiatives to deliver seamless customer interactions and experiences whilst working with the Business Improvement Team.
• Develop recommendations to improve workflow customer interaction tools/ channels for key clients and transitional books.
• Provide monthly (weekly for inflight books) service reporting to demonstrate transition progress, identify trends, service feedback and areas of improvement where required by agreement.
• Focus on key customer solutions, including managing escalations/service incidents for Key Accounts and proactively pursuing "service recovery" action where normal processes have failed.
• As advisers become proficient with the platform, general enquiries should be managed back to business‐as‐usual channels through the call centre, and Zendesk to the Platform Admin Team so as not to create an over‐servicing setting.

• Be the account contact to key dealer groups through training, advisory and back‐office support.
• Participate in sales activities (meetings, forums as required) in line with key client pipeline or servicing needs.
• Act as an adviser for service escalations for any key or high‐net‐worth arrangements pertaining to our product features and services offered.

It is essential that the incumbent of this role has:

• 3+ years of financial services experience.
• Understanding of various financial products/instruments available in the domestic market.
• Knowledge of change management.
• Operational risk management experience.
• Analytics and business reporting skills.
• Strong communication skills both written and verbal.

• Build strong working relationships based on trust and respect.
• Persuade and influence the thoughts and actions of others.
• Negotiate successful outcomes.
• Articulate and persuasively present critical arguments.
• Build rapport and professional credibility.
• Commit to high standards of client service with a balanced focus on the commercial priorities of the business.
• Maintain an optimistic nature, recognizing strengths and potential that can be leveraged.
• Be willing and determined to achieve optimal results.
• Adopt a flexible and agile approach to respond effectively in a fast‐moving and changing environment.
• Maintain a continual improvement mindset.
• Remain calm and considered when working under pressure to meet deadlines or deal with difficult situations.