Adelaide Manager, Customer Solutions — Build & Lead a Pod

Netwealth - See Wealth Differently (ASX:NWL); Adelaide; Hybrid; AUD 120,000 - 170,000; Full time

Benefits offered by this job

Paid parental leave

Wellness perks

CU Health (virtual healthcare)

Income protection

Flexible hybrid work model

Employee Resource Groups

Job summary

Netwealth is building a brand-new Adelaide Customer Solutions team. As the Manager – Customer Solutions, you’ll lead multiple Team Leaders and Specialists who help advisers and investors navigate key moments in their financial journeys. You’ll shape culture, processes and tech adoption, developing leaders and driving continuous improvement across the function.

Join a fast-growing Australian fintech that values experimentation, collaboration and delivering meaningful client outcomes.

Qualifications

• 5+ years' leadership experience in customer service, operations, or contact centre environments.
• Experience leading leaders, supervisors or team managers.
• Strong coaching and people development capability.
• Track record of improving customer, quality and operational outcomes.
• Experience managing large teams through growth or change.
• Excellent stakeholder management and communication skills.

Responsibilities

• Lead multiple teams through a group of Team Leaders to deliver an exceptional customer experience.
• Coach, mentor and develop Team Leaders to reach their full potential.
• Drive service levels, customer satisfaction, quality and productivity outcomes.
• Use workforce planning and data to optimise team performance.
• Champion accountability, engagement and continuous improvement.
• Partner with quality, training, risk and compliance to improve outcomes.
• Lead through change with new technology, automation and AI solutions.
• Oversee escalations and complex customer issues.
• Identify opportunities to streamline processes and reduce effort.
• Contribute to broader service transformation and strategic initiatives.

Skills

Leadership

Coaching

Customer focus

Data-driven decisions

Workforce planning

Stakeholder management

Change management

Automation/AI tools

Job description

Netwealth is building a brand-new Adelaide Customer Solutions team. As the Manager – Customer Solutions, you’ll lead multiple Team Leaders and Specialists who help advisers and investors navigate key moments in their financial journeys. You’ll shape culture, processes and tech adoption, developing leaders and driving continuous improvement across the function.

Join a fast-growing Australian fintech that values experimentation, collaboration and delivering meaningful client outcomes.