At a Glance
- Tasks: Lead and develop a high-performing Client Services team to deliver exceptional client experiences.
- Company: Join HUB24, a leader in financial services with a strong service culture.
- Benefits: Competitive salary, career growth opportunities, and a supportive work environment.
- Other info: Dynamic role with opportunities to collaborate across various internal teams.
- Why this job: Make a real impact by driving service excellence and improving client outcomes.
- Qualifications: 5+ years in financial services with proven leadership and coaching experience.
The predicted salary is between 114750 - 140250 $ per year.
The Client Services Team Leader is responsible for delivering consistent, high‑quality client service outcomes by leading, coaching and developing a team of Client Services Officers. The role plays a critical part in ensuring service excellence across all client contact channels while acting as a subject‑matter expert across HUB24 products, processes and systems. The Team Leader drives a strong service culture, ensures adherence to service levels and compliance obligations, and partners closely with internal stakeholders to deliver a seamless adviser and investor experience.
Responsibilities:
- Lead, coach and develop a high‑performing Client Services team, fostering a culture of service excellence aligned to HUB24 values.
- Manage team performance through regular 1:1s, feedback, coaching and targeted capability uplift, including recruitment and onboarding where required.
- Oversee day‑to‑day service delivery, allocating workflow to ensure service standards, quality and turnaround times are consistently met across all channels.
- Act as an escalation point for complex, urgent or sensitive client and adviser matters, including key and high‑net‑worth arrangements.
- Drive quality, coaching and continuous improvement initiatives through call monitoring, quality reviews and Voice of Customer insights.
- Identify service risks, trends and improvement opportunities, implementing solutions to enhance efficiency and client experience.
- Build strong relationships with internal stakeholders including Product, Sales, Compliance, Risk, IT and Strategy, providing clear insights and performance reporting.
- Ensure adherence to governance, compliance and regulatory obligations, supporting audits, risk reviews and documentation standards.
- Partner with key dealer groups through training, advisory support and participation in sales activities as required.
Requirements:
- 5+ years’ experience in financial services, ideally within platforms, client services or contact centre environments.
- Proven experience leading, coaching or developing teams while balancing operational delivery and continuous improvement.
- Strong understanding of domestic financial products, including investment platforms, superannuation, managed accounts and administration processes.
- Demonstrated ability to manage operational performance, service levels and quality frameworks.
- Excellent stakeholder management, communication (written and verbal) and problem‑solving skills.
- Ability to influence, negotiate and present clearly and persuasively to achieve positive outcomes.
- A client‑first mindset with a strong focus on service excellence and commercial outcomes.
- Calm, resilient and considered under pressure, with the agility to adapt in a fast‑moving environment.
- A positive, growth‑oriented mindset with a strong commitment to continuous improvement.
Client Service Team Leader employer: at
HUB24 is an exceptional employer that prioritises a culture of service excellence and employee development. As a Client Service Team Leader, you will benefit from a supportive work environment that encourages continuous improvement and offers ample opportunities for professional growth. Located in a dynamic financial services sector, HUB24 fosters strong relationships with internal stakeholders, ensuring a collaborative atmosphere where your contributions directly impact client satisfaction and operational success.
