What will you be doing?

• Lead and continually enhance RAC’s IT Service Management (ITSM) framework, ensuring processes, policies, standards and procedures are scalable, effective, compliant and aligned to organisational objectives.
• Lead the ITSM Process Specialists and Technical Writing team, driving service management maturity, knowledge management, operational excellence and the adoption of best practice across the organisation.
• Lead the governance, integrity and ongoing maturity of RAC’s Configuration Management Database (CMDB), ensuring accurate visibility of technology assets, service relationships and dependencies to support incident management, change enablement, operational resilience and informed decision-making.
• Ensure compliance with regulatory and operational resilience obligations, including CPS230, through effective governance, controls, service management data integrity, performance reporting and risk oversight.
• Lead the Major Incident Management practice, ensuring effective incident response, stakeholder communication, post-incident reviews and continual service improvement to minimise business impact.
• Drive continual improvement across the ITSM ecosystem through automation, AI-enabled capabilities, workflow optimisation, platform enhancement and service management innovation.
• Develop and oversee service management strategy, roadmaps, tooling, performance metrics and reporting frameworks, while building strong partnerships across Cyber Security, Risk, Governance, Architecture and Operations to strengthen organisational resilience, improve customer outcomes and deliver reliable technology services.
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What are we looking for in you?

• Experience leading IT Service Management functions within a large, complex organisation, with a proven ability to develop and embed ITSM frameworks, governance and best practices.
• Demonstrated experience leading Major Incident Management, operational resilience, risk and compliance activities, ideally within a highly regulated or APRA-regulated environment.
• Proven leadership experience building and developing high-performing teams while influencing senior stakeholders and driving organisation-wide service management outcomes.
• Strong knowledge of ITIL Service Management practices, including Incident, Problem, Change, Knowledge and Service Level Management, with relevant ITIL certification and tertiary qualifications.
• Experience delivering service transformation through automation, AI-enabled capabilities, workflow optimisation and continual improvement initiatives.
• Strong analytical capability with experience developing service metrics, dashboards and executive reporting that drive informed decision-making and measurable business outcomes.
• Experience with modern ITSM platforms such as Jira Service Management and Confluence, with knowledge of CPS230, operational resilience, enterprise service management or related governance frameworks being highly regarded.

Responsibilities

Job purpose:

A Client Management Team Lead will assure the smooth operation of the department when responding to internal and external requests. In addition, you will facilitate a fast-paced and dynamic environment by assisting representatives and delivering solutions focused results. You will also constantly initiate proposals on improving both internal processes and customer experiences through working with different departments.

Primary duties will include:

• Oversee all activities of the Client Management Team to make sure the service provide to clients is in good quality and fully compliant
• Initiate proposals on improving both internal processes and customer experiences in order to retain active trading accounts and assist Sales/HNW team to obtain more opportunities
• Conduct training to the team in areas including process of dealing with all sort of trade disputes and client complaints
• Show ability to lead and maintain high team morale at all time
• Provide comprehensive support to our clients and resolve all kinds of incoming enquiries
• Take responsibility in hiring, coaching and motivating the team to achieve outcomes that you have contributed in shaping
• Liaise with colleagues and partners from both internal and external in the most efficient manner to get desired result
• Deliver comprehensive team results to management team
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Qualifications

To land this role you will need:

• At least 1 year in FX/CFD industry with experience in management
• Experience of process management
• Experience of customer service
• Strong attention to detail with emphasis on accuracy and timeliness
• Sound knowledge to products we offer
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What makes you stand out:

• BS/BA Degree preferably in Finance, Business Management/Administration, or an equivalent combination of education, training and experience
• Details oriented and process driven
• Effective conflict resolution and problem solving skills
• Approachable, flexible, dependable, and result-driven
• Demonstrate a positive and professional image at all times
• Professional working proficiency in Mandarin required for client communication
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