Responsibilities
- Lead the Investor Response function and maintain accountability for service delivery performance, client satisfaction, operational efficiency and quality outcomes across all teams.
- Lead, develop and mentor operational leaders to build a high-performing, engaged and customer-focused workforce.
- Oversee workforce planning, organisational design, succession planning and capability development to support future growth.
- Act as the senior operational representative for Investor Response services.
- Build and maintain strong relationships with clients, internal stakeholders and senior management.
- Lead operational governance meetings, client reviews and Steering Committees, presenting service performance, risks, initiatives and outcomes.
- Maintain accountability for operational governance, risk management, regulatory compliance and service quality.
- Ensure appropriate controls, procedures and escalation frameworks are established and maintained.
- Manage operational budgets, resource allocation and workforce investment decisions.
- Develop business cases and strategic recommendations to support growth, scalability and operational efficiency.
- Provide regular reporting and insights to the COO and Executive Leadership Team on service performance, operational risks, workforce trends and strategic initiatives.
- Ensure decisions are supported by accurate data, meaningful metrics and actionable recommendations.
Requirements
- 6+ years' experience in operational leadership, customer operations, investor services, registry services or shared services environments.
- Demonstrated experience managing large service delivery functions.
- Experience leading managers and leaders across multiple teams and locations.
- Experience presenting to executive leadership, Boards, Steering Committees and clients.
- Proven ability to develop and execute operational strategies.
- Strong experience establishing governance frameworks and performance reporting structures.
- Experience leading business transformation and continuous improvement programs.
- Financial management and budget ownership experience.
Investor Response Manager in Gold Coast employer: Boardroom Pty Limited
As a Relationship Manager at our Sydney office, you'll thrive in a dynamic work culture that prioritises collaboration and professional growth. We offer competitive salaries, ongoing training, and the chance to build meaningful partnerships with clients while being supported by a dedicated team. Join us to be part of an innovative environment where your contributions directly impact client success and company evolution.
