Client Support Manager

at  Link Group

OVERVIEW

You will work with the Client Partnership Manager (CPM) and the Client Service Delivery Executive to proactively manage the relationship with the Trustee office through governance, reporting, risk management, project work, continuous improvements, audit, compliance of the fund administration and delivery of contracted services.

• Permanent role in Client Partnership Team
• Location - Melbourne based

EXPERIENCE & PERSONAL ATTRIBUTES

• Experience in the superannuation industry with at least 3 to 5 years in a client facing role
• Knowledge of compliance and legislation applicable to superannuation
• Experience in product promotion/sales
• Experience in negotiating and influencing stakeholders
• Ability to manage competing priorities and meet client deliverables
• Solid relationship and stakeholder management skills
• Strong communication and interpersonal skills
• Sound judgment and commercial decision-making skills
• Excellent time management and organisational skills
• Professionalism with strong delivery/outcome focus
• Solid logic and analytical skills
• Proficient in Microsoft Office products (Excel, Word, Power point)Strong problem-solving capability

Strategic Focus

• Support the Client Partnership Manager (CPM) in managing the client relationship with a view to achieving client satisfaction, revenue and profitability targets
• Primary point of contact for day to day client/fund requests
• Understand the client/fund strategic objectives
• Identify opportunities to further strengthen the relationship between the client and the business
• Ensure all services are being delivered as outlined in the relevant Service Level Agreement and notify the CPM of any performance concerns.
• Ensure Client Engagement Framework is followed.
• Actively work with funds to retain member and ensure ATO lost member targets are met.
• Responsible for managing the resolution and delivery of incident reports and ensuring that agreed SLA’s are met.
• Ensure client reporting is accurate and provided in accordance with agreed SLA’s

Operational Management

• Actively manage key internal relationships, to ensure the delivery of exceptional service to our clients
• Manage the SLA reporting process with the internal business units
• Ensure Business Rules are up to date and any changes communicated to the relevant business unit(s) and appropriate procedures put in place
• Drive accountability within all areas of the business to deliver required results
• Ensure high quality written and verbal communication response is presented to the Trustee
• Prepare, and present administration reports and other adhoc reporting requests on time
• Investigate, respond & proactively resolve escalated queries both internal/external in a timely manner and where required inform the CPM.

People Leadership

• Role model customer first behaviours and embed in the team a customer first attitude in all interactions with external and internal stakeholders
• Proactively identify and action opportunities for process improvement
• Contribute to the development of the team by participating in team meetings, business forums/committees (as required) and sharing information

Governance & Risk

• Ensure all Risk and Compliance reporting and Assurance obligations relating to LECS attestations, internal control testing (CSA), GS007 and incidents are met on time
• Ensure compliance with APRA, ASIC regulations and SIS
• Maintain up to date knowledge of superannuation legislation and trends

The above list of key accountabilities is not an exhaustive list and may change from time-to-time based on business needs.