Client Services Manager

Melbourne, VIC
$100,000-110,000 per year
Permanent
Full-time

2 months ago

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.

About You

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.

Required Experience

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

This is an opportunity to lead in a purpose-driven organisation that genuinely cares about its clients and team. You’ll work closely with an inspiring CEO and leadership group, in a business that values initiative, empathy and continuous improvement.
If you’re looking for a role where you can lead with purpose and influence real change — this could be it.

Morgan Consulting

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