Platform Manager - Customer Operations

Netwealth; City of Melbourne; Hybrid; AUD 140,000 - 190,000; Full time

Benefits offered by this job

Flexible hybrid model

Wellness perks

Career development

Job summary

Netwealth in Australia is seeking a Platform Manager to lead how Customer Operations uses Appian, our workflow platform. This is an operations-led platform role embedded in the Customer Operations team.

You will own the Appian roadmap, translate business needs into scalable solutions, and partner with Product, IT and Appian to deliver measurable value across the business. The role offers a hybrid work model and growth opportunities within Netwealth.

Qualifications

• Experience with Appian and platform ownership.
• Proven track record delivering process improvements.
• Strong stakeholder management across multi-disciplinary teams.

Responsibilities

• Own the Customer Operations Appian roadmap and backlog from prioritisation to delivery.
• Translate business needs into scalable workflow and platform solutions.
• Act as the central link between Customer Operations, Product, IT and Appian.

Skills

Stakeholder management

Relationship building

Cross-functional collaboration

Strategic thinking

Change management

Communication skills

Appian

Backlog prioritisation

Tools

Appian

Workflow platforms

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.

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 shape how more than 300 people work, collaborate and deliver better outcomes every day?

At Netwealth, we’re bringing our Customer Operations teams closer together through smarter workflows, better automation and more consistent ways of working.

We’re looking for a Platform Manager to lead how Customer Operations uses Appian, our workflow platform.

This is an operations-led platform role, rather than an engineering or product-aligned position.

You’ll be embedded in Customer Operations as part of our new Projects team, working alongside operational leaders, Product, IT and Appian to turn business priorities into practical workflow improvements that make work better for our people and customers.

The opportunity

One day, you might be bringing Operations leaders, Product Managers, IT specialists and Appian together around a shared priority.

The next, you could be working with a project team to turn a complex workflow challenge into a clear, achievable improvement.

At the centre of it all, you’ll help connect people, priorities and ideas so that everyone is working towards a common goal.

You’ll own the Customer Operations Appian roadmap, help prioritise what matters most and identify opportunities for automation and continuous improvement.

In partnership with our Product team, you’ll help ensure the platform is used effectively and delivers genuine value across the business.

Most importantly, you’ll help shape a more unified, scalable and connected Customer Operations function.

What you’ll be doing

• Owning and maintaining the Customer Operations Appian roadmap and backlog, from prioritisation through to delivery.
• Translating business needs into practical, scalable workflow and platform solutions.
• Acting as the central point of connection between Customer Operations, Product, IT and Appian.
• Identifying, assessing and prioritising opportunities to improve processes, automate workflows and increase operational efficiency.
• Building trusted relationships with senior leaders, Heads of Department, General Managers and stakeholders across the business.
• Leading stakeholder engagement, communication, training and adoption activities for workflow and platform changes.
• Working closely with Appian to understand new capabilities, platform developments and opportunities for Customer Operations.
• Helping teams navigate change and adopt more consistent ways of working.
• Supporting the measurement and communication of outcomes delivered through workflow and automation improvements.

About you

You’re a commercially minded relationship builder who’s comfortable working across teams and navigating competing priorities.

As an individual contributor, you know how to build trust, bring people together and influence outcomes across different teams and levels of the business.

You can turn complex challenges into practical actions and keep things moving when the path forward isn’t always clear.

You’ll be equally comfortable discussing a department-wide initiative with senior and executive leader at all stages of discovery, implementation and execution.

You’ll thrive in this role if you can:

• Build trusted relationships and influence outcomes.
• Navigate competing priorities and perspectives.
• Turn strategy into clear, achievable actions.
• Simplify complex ideas for different audiences.
• Balance strategic thinking with practical delivery.
• Create momentum and bring people along through change.

What you’ll bring

• Strong stakeholder management, relationship-building and influencing skills.
• Experience working across business, product and technology functions.
• A track record of delivering process improvement, change or business transformation initiatives.
• Experience managing multiple priorities and stakeholder expectations in a complex environment.
• Strong written and verbal communication skills.
• A proactive, curious and solutions-focused approach.

Nice to have

Experience in any of the following will help you get up to speed:

• Appian workflow or low-code case management platforms.
• Platform ownership, road mapping or backlog prioritisation.
• Project delivery, business improvement or organisational change.
• Financial services or wealth management experience.

This is an opportunity to shape how Customer Operations works, collaborates and improves.

You won’t be sitting on the sidelines making recommendations.

You’ll have genuine scope to build relationships across the business, influence the Customer Operations Appian roadmap and help turn complex challenges into meaningful improvements for our people and customers.

If you enjoy bringing people together, connecting strategy with execution and turning complexity into clarity, we’d love to hear from you!

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.

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