Client Service Manager, Victoria

at  Aware Super

COULD YOU BE SUPER HELPFUL?

As one of Australia’s largest profit-for-members superannuation funds, we always remember whose money it is and whose future we’re looking after. Our 1.1m+ members. These are the people who inspire what we do and how we do it, every day.
And we walk our talk, inside as well as out. That care and inclusion, and a focus on better futures, also extends to the people who work at Aware Super. We are proud of our well-resourced and successful development and wellbeing programs, available to all our staff.
But don’t take our word for it, the 2023 AFR BOSS Best Places to Work and awarded 2023 and 2024 Canstar’s Outstanding Value Super Fund in Australia awards back these claims. And while it’s nice to be recognised, we don’t do it for the accolades. We work to help everyone get more from their super, so they can get more for their future.
Sound good? Learn more about us and what we do at https://awaresuper.com.au

EMPLOYEE EXPERIENCE

We understand that not everyone works in the same ways. We offer flexibility so that you can perform your role at your best.

We love working at Aware Super because our hard work is rewarded by:

• A culture of career growth and development, backed by a commitment to internal career mobility
• Abundant well-being offerings like a health & fitness reimbursement, work from home technology reimbursement, salary continuance insurance and organisation-wide meeting free zones
• Career defining opportunities such as high-impact projects to scale our business and industry leading products and services development

As the Client Service Manager in our Melbourne office, your role is pivotal in overseeing the regional client servicing operations, including the management of Advice Implementation Specialists, Client Service Officers, and Member Service Officers enduring the smooth functioning of office management practices.
In partnership with Advice Delivery Managers (ADM), you will contribute to the achievement of regional objectives. This position may entail managing team members based in different locations providing support across multiple regional offices, ensuring a consistent and professional standard of service throughout our client service network.

In this pivotal role in our team, you will be entrusted with the below responsibilities:

• Collaborate with Advice Delivery Managers and Financial Planners to drive the success of our regional office, ensuring that all outcomes and objectives are met with precision
• Facilitate the practice management tasks for financial planners, which encompasses diary management, organisation, prospect follow-ups, and liaising with entities such as ComSuper, Pillar, Centrelink, and the ATO, providing comprehensive support as needed
• Guarantee that the team addresses all implementation and administrative tasks with proactive diligence and upholding the highest standards
• Oversee the distribution of client service tasks, monitoring to ensure that all responsibilities are fulfilled within the established service levels
• Ensure that our Client Service staff deliver an exceptional quality experience for clients and Aware Super members, in line with our walk-in strategy
• Strategise workforce planning to manage the team effectively and efficiently, achieving service level standards while reducing wait times for our valued clients
• Serve as a Subject Matter Expert (SME) in client service and practice management, introducing innovative and creative best practices and techniques to assist with retention, enhance engagement, and sustain the Advice Services team as a high-performing and enduring part of Aware Super