Client Service Manager, Employee Benefits Solutions

Boardroom Pty Limited; Sydney; On-site; AUD 100,000 - 130,000; Full time

Job summary

Boardroom Pty Limited is seeking a Client Service Manager for Employee Benefits Solutions in Australia. The role is a permanent full-time position based in Sydney or Melbourne, overseeing client service teams and managing key client relationships.

You will coach staff, drive service delivery, coordinate with HR/finance/payroll stakeholders, and oversee events while ensuring compliance with SLAs. The position requires a relevant degree and strong leadership, communication, and analytical skills.

Qualifications

• Bachelor’s degree in Finance, Business, Commerce, or related field preferred.
• Proven experience managing a team in client service or middle-office roles.
• Knowledge of equity compensation and share plans advantageous.
• Strong leadership and people management skills.
• Excellent communication and stakeholder management.
• Analytical and problem-solving ability.
• High attention to detail and accuracy.
• Ability to work under pressure and meet deadlines.

Responsibilities

• Provide coaching and direction to Client Service Associates.
• Foster a proactive client service culture and maintain a positive team environment.
• Allocate work evenly and ensure staff are adequately trained.
• Mentor and develop staff with emphasis on technical expertise and industry insights.
• Manage and guide staff to ensure service requirements meet quality standards and SLAs.
• Act as primary contact for assigned clients, including HR, finance, and payroll stakeholders.
• Conduct regular account meetings with clients.
• Manage client expectations to ensure maximum satisfaction.
• Escalate issues impacting high-value clients immediately.
• Collaborate and support fellow Client Service Managers and Associates.
• Prepare for and actively participate in scheduled forums focused on team capacity.
• Demonstrate flexibility and willingness to work additional hours as needed.
• Oversee execution of key events (Dividends, Purchases, Releases, Vestings).
• Ensure compliance with SLAs and quality assurance.
• Supervise day-to-day tasks and maintain client calendars.
• Work with internal teams to resolve issues.
• Log incidents and complaints promptly and ensure timely resolution.
• Identify and implement new processes, procedures, and systems.
• Participate in user acceptance testing for new systems.
• Track and resolve risk and compliance issues.
• Develop training guides and documentation for operational processes.

Skills

Leadership

People management

Stakeholder management

Communication

Analytical thinking

Education

Bachelor’s degree in Finance/Business/Commerce

Job description

Client Service Manager, Employee Benefits Solutions

Job Responsibilities

Leadership & Team Management

• Provide coaching and direction to Client Service Associates.
• Foster a proactive client service culture and maintain a positive team environment.
• Allocate work evenly and ensure staff are adequately trained.
• Mentor and develop staff by sharing knowledge and best practices, with a strong emphasis on technical expertise and industry-specific insights.
• Manage and guide staff to ensure service requirements are clearly understood and consistently delivered in line with agreed quality standards and service level agreements.

Client Management

• Act as primary contact for assigned clients, including HR, finance, and payroll stakeholders for service-related tasks and events.
• Conduct regular account meetings with clients as required.
• Manage client expectations to ensure maximum satisfaction.
• Escalate issues impacting high-value clients immediately.

Teamwork

• Collaborate and support fellow Client Service Managers and Associates when required.
• Prepare for and actively participate in scheduled forums focused on team capacity, helping where needed.
• Demonstrate flexibility and a willingness to work additional hours when necessary to support your own team and others, ensuring client and business needs are met.

Operational Delivery

• Oversee execution of key events (Dividends, Purchases, Releases, Vestings).
• Ensure compliance with service level agreements and quality assurance requirements.
• Supervise day-to-day tasks and maintain client calendars.
• Work with internal teams (payments, registry, IT, risk, compliance) to resolve issues.
• Log incidents and complaints promptly and ensure timely resolution.

Process Improvement & Risk Management

• Identify and implement new processes, procedures, and systems.
• Participate in user acceptance testing for new systems.
• Track and resolve risk and compliance issues.
• Develop training guides and documentation for operational processes.

Requirements

• Bachelor’s degree in Finance, Business, Commerce, or related field preferred.
• Proven experience managing a team in client service or middle-office roles.
• Knowledge of equity compensation and share plans advantageous.
• Strong leadership and people management skills.
• Excellent communication and stakeholder management.
• Analytical and problem-solving ability.
• High attention to detail and accuracy.
• Ability to work under pressure and meet deadlines.
• This permanent full-time role based in Sydney or Melbourne.