Manager – Customer Solutions

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

About Netwealth

Netwealth isn't just a company. We're shaping the future of wealth in Australia. Our award-winning platform and NextGen technology empower advisers and investors to achieve more, and we're proud to be recognised as one of Australia's most innovative FinTech businesses.

About Netwealth

Netwealth isn't just a company. We're shaping the future of wealth in Australia. Our award-winning platform and NextGen technology empower advisers and investors to achieve more, and we're proud to be recognised as one of Australia's most innovative FinTech businesses. Since 1999, we've grown rapidly by challenging the status quo. We move fast, think big, and stay agile. Free from unnecessary bureaucracy so we can deliver smarter solutions for our clients and create real impact. But what truly sets us apart? Our people. We're a team of curious, optimistic and courageous individuals who collaborate to make life better for more Australians. We value authenticity, and agility, and we believe in creating an environment where you can do your best work, grow your career, and feel part of something meaningful. If you're looking for a place where your ideas matter, where innovation is celebrated, and where you can help shape a brighter financial future, join us at Netwealth.

What if you could help create a team from the ground up?

At Netwealth, we're creating a brand-new Customer Solutions pod in our Adelaide office, and we're looking for an experienced leader to help shape its future. This isn't a role where you'll inherit years of legacy processes and simply maintain the status quo. This is an opportunity to contribute to a high-performing team, influence how we support our clients, and play a key role in the next chapter of our customer experience journey. As the Manager – Customer Solutions, you'll lead a team of Team Leaders and Customer Solutions Specialists who help advisers and investors navigate some of the most important moments in their financial journey. You'll bring together great people, smart processes, emerging technology and strong leadership to deliver exceptional outcomes for our clients. If you're energised developing leaders, driving continuous improvement and creating a culture people genuinely want to be part of, we'd love to hear from you.

Why this role is exciting

• Be part of launching a brand-new Customer Solutions pod in Adelaide
• Build and shape a team, culture and ways of working from day one
• Lead leaders and develop future talent within Netwealth
• Influence customer experience, operational performance and service innovation
• Work with modern technology, automation and AI-enabled customer support tools
• Join one of Australia's leading wealth management and fintech success stories

What You'll Be Doing

As the Manager – Customer Solutions, you'll be responsible for leading multiple teams through a group of Team Leaders, ensuring we deliver an exceptional experience across every customer interaction.

You’ll

• Lead a high-performing, customer-focused team
• Coach, mentor and develop Team Leaders to achieve their full potential
• Drive service levels, customer satisfaction, quality and productivity outcomes
• Use workforce planning and operational data to optimise team performance
• Champion a culture of accountability, engagement and continuous improvement
• Partner with quality, training, risk and compliance teams to improve customer outcomes
• Lead through change and help embed new technology, automation and AI solutions
• Oversee the management of escalations and complex customer issues
• Identify opportunities to streamline processes and reduce customer effort
• Contribute to broader service transformation and strategic initiatives

What success looks like, to create an environment where:

• Customers receive fast, consistent and high-quality support
• Team Leaders are confident, capable and growing as leaders
• Teams are engaged, connected and performing strongly
• Data and insights drive better decision-making
• Continuous improvement becomes part of everyday work
• Service excellence and operational efficiency go hand in hand

About You

You’ll be an experienced operational leader who knows how to bring out the best in people while delivering strong business outcomes.

We're looking for someone who has:

• 5+ years' leadership experience within customer service, operations, contact centre or service environments
• Experience leading leaders, supervisors or team managers
• Strong coaching, mentoring and people development capability
• A track record of improving customer, quality and operational outcomes
• Experience managing large teams through periods of growth or change
• Excellent stakeholder management and communication skills
• Strong analytical and data-driven decision-making capability
• Experience with workforce management, forecasting or operational planning

Highly regarded

• Financial services, wealth management or banking experience
• Understanding of regulatory and compliance requirements
• Experience implementing automation, digital transformation or AI-enabled solutions
• Relevant qualifications in Business, Leadership or a related discipline

Are you ready to build something new?

If you're a people-first leader who thrives on creating high-performing teams and delivering outstanding customer outcomes, we'd love to hear from you. We're reshaping wealth management through technology, innovation and exceptional service. We're ambitious, collaborative and always looking for better ways to serve our clients. You'll join a business where ideas are welcomed, leaders are empowered to make an impact and your contribution genuinely matters. Most importantly, you'll have the unique opportunity to help establish and grow a brand-new Adelaide Customer Solutions team, creating something special from the very beginning.

Life At Netwealth

At Netwealth, we believe a fulfilling career is built on growth, balance, and belonging. Our people are our greatest strength, and we’re committed to supporting you at every stage of life because when you thrive, so do we.

We're proud to be recognised as one of Australia's top 5 companies for Career Development (endorsed by WORK180). From further education and diverse training opportunities to strong support for internal mobility. Your career can grow here.

Our flexible hybrid model supports balance, with just 4 days in the office each fortnight. When you’re in, you’ll enjoy working from one of our modern, thoughtfully designed spaces across Australia – including our state-of-the-art Melbourne CBD office. All locations feature contemporary facilities to make your day comfortable, and in Melbourne, you’ll also enjoy perks like end-of-trip amenities and daily breakfast to make your commute easier.

We offer benefits designed for your wellbeing and personal development, including;

• Family-friendly support: Paid parental leave and a fully funded school holiday program
• Wellness perks: CU Health (virtual healthcare), income protection, flu shots, wellness weeks, retail discounts and financial wellbeing services
• A vibrant culture: social events, trivia nights, and corporate sports
• Employee Resource Groups: LGBTQIA+, DAWN (Development and Accelerating Women at Netwealth), Culture Group and Carers Group
• Community Impact: Paid volunteering and our Netwealth Impact Group

We're proud of our inclusive and diverse workforce and encourage everyone to bring their genuine selves to work. It's one of our core values. We're committed to equity and inclusion through our gender equality, disability, LGBTQIA+, wellbeing and cultural initiatives. And we're certified by WORK180, Family Friendly Workplaces and Great Places to Work.

If you're excited by the opportunity but don't meet every requirements, we still encourage you to apply. Research shows people often hesitate unless they tick every box. We value potential and passion just as much.

Need adjustments during the recruitment process? Contact us at [e-mail]