We’re proud to be partnering with a values-led, purpose-driven financial services organisation that specialises in delivering essential pre-paid solutions tailored to the needs of everyday Australians. Known for their compassionate approach and trusted relationships with industry partners and community stakeholders, this organisation operates in a highly regulated environment and is undergoing exciting change and transformation. With a strong focus on integrity, customer experience, and operational excellence, this is a place where your leadership will have real impact.
Experience with Garradin is highly advantageous.
The Role
As Client Services Manager, you’ll play a pivotal role in leading a high-performing Client Services Team, ensuring exceptional client experience, regulatory compliance, and continuous service improvement. Reporting directly to the CEO, this role is a key part of the senior leadership group, offering both strategic oversight and hands-on involvement.
You’ll be responsible for developing client service strategies, uplifting operational processes, mentoring your team, and ensuring compliance with financial accountability regulations. With a strong customer first culture, the business is looking for a leader who can champion service delivery while driving innovation and engagement.

Key Responsibilities

• Lead and manage the day-to-day operations of the Client Services Team, ensuring the delivery of KPIs.
• Design and implement client service strategies that enhance client loyalty, experience and outcomes.
• Act as the escalation point for complex or high-value client issues, ensuring timely and proactive resolution.
• Champion compliance, risk management and regulatory standards (including FAR), ensuring accuracy and security of data.
• Collaborate cross-functionally to identify process improvements and technology solutions that streamline service delivery.
• Mentor and develop a growing team, promoting internal growth, training and a values-based culture.
• Build and maintain strong external relationships with Funeral Directors, referral partners and industry bodies.

• You’re a passionate people leader with a strong background in client services, ideally within financial services, insurance, or another regulated environment.
• You thrive in a role where you can wear both strategic and operational hats.
• You’re tech-savvy and comfortable using CRM and business systems to drive smarter outcomes — experience with Garradin is highly advantageous.
• You have a genuine interest in delivering services that support people during life’s most important and sensitive moments.
• You’re confident navigating compliance frameworks and have experience managing risk and regulatory responsibilities (such as FAR).
• Above all, you're someone who leads with empathy, integrity, and a desire to make things better — for your team, your clients, and the business.
  
  

• 3+ years in a leadership role within a regulated or compliance-focused organisation
• Tertiary qualifications in Commerce, Economics, Law or similar (or equivalent experience)
• Demonstrated experience in client service delivery, change management and operational leadership
• Strong knowledge of compliance frameworks and client data governance
• Excellent communication and stakeholder management skills
• Experience with Garradin or similar CRM/fund administration platforms is highly advantageous