Investor Response Manager

Boardroom Pty Limited; Australia; Remote; AUD 180,000 - 240,000; Full time

Job summary

Boardroom Pty Limited is seeking an experienced senior operations leader to head the Investor Response function across multiple teams in Australia. The role ensures service delivery, client satisfaction and high-quality outcomes while guiding growth and workforce development.

You will mentor senior operational leaders, drive governance and performance reporting, and oversee budgets, risk management and regulatory compliance.

Qualifications

• 6+ years’ experience in operational leadership, customer operations, investor services, registry services or shared services environments.
• 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.

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.

Skills

Operational leadership

Customer operations

Executive communication

Governance

Budget management

Job description

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.