Senior Manager, Client Services

Ironbark Financial Group; Sydney; Hybrid; AUD 120,000 - 150,000; Full time

Benefits offered by this job

Hybrid work week

Collaborative environment

Competitive remuneration

Job summary

Ironbark Investment Solutions is seeking a Senior Manager, Client Services to lead the Client Services team in Sydney. Based at the Margaret Street office, the role supports funds management, corporate trustee, and operations with a hybrid setup—four days in the office and one day remote weekly.

The role focuses on managing the client services function, improving processes, mitigating risks, and ensuring regulatory compliance across unit registries and service providers.

Qualifications

• Tertiary qualification in business, communications, finance, or related field.
• Over five years of senior experience in funds management, client services, or unit registry roles.
• Proven people management experience and strong client focus.

Responsibilities

• Oversee the Client Services team and unit registry relationships.
• Ensure processes and procedures are followed; manage incidents and complaints.
• Lead onboarding of new funds and communicate requirements to external registries.
• Produce management reports on sales, results, and fund performance.

Skills

Leadership

Client services

Stakeholder management

Communication

Education

Business/Finance degree

People management

Tools

MS Office

Digital solutions

Job description

Sydney, NSW | Full-Time | Hybrid Working Arrangement

Ironbark Investment Solutions is seeking an experienced and motivated Senior Manager, Client Services to join our Sydney team. Based in our Margaret Street office, this full-time position offers a flexible hybrid work arrangement, with a minimum of four days in the office and the flexibility of one day working from home each week.

In this role you will oversee the Client Services team function while working closely with our Funds Management, Corporate Trustee, and Operations teams. This is an exciting opportunity for a highly capable professional looking to make a meaningful impact in a dynamic and growing organisation.

About Us

Founded in 2009, Ironbark Financial Group is a diversified financial services firm comprising three businesses:

• Ironbark Private Wealth,
• Ironbark Investment Solutions.

With a team of over 670 dedicated professionals and 37+ locations across Australia, we offer clients access to a diverse range of financial solutions and advice for all stages of life backed by the rigour and governance of a fiduciary-led business. Ironbark Investment Solutions is a provider of best-in-class investment solutions across funds management and corporate trustee services. Leveraging our deep expertise and extensive relationships in the Australian market, we endeavour to identify the market’s best opportunities and produce exceptional outcomes for our clients.

Our funds management business partners with specialist investment managers from around the world to provide wholesale and institutional investors with access to a diverse range of best-in-class investment capabilities across all major asset classes.

As a licensed Responsible Entity, our Corporate Trustee business partners with investment managers and wealth advisory groups to build and deliver tailored solutions across managed funds and managed accounts that are designed to meet the unique needs of their business and their investors.

About the Role

Reporting to the Head of Operations, the Senior Manager, Client Services, will be responsible for managing the Client Services team and function and oversighting the unit registry service providers for Ironbark’s Funds Management and Corporate Trustee Funds as part of the Ironbark Operations team. Key responsibilities include:

• Overall responsibility and management of the Client Services team and function.
• Ensures the Client Services team has and operates to agreed processes and procedures.
• Senior management escalation point for Client Services and unit registry related incidents and breaches, as well as complex client queries, including complaints handling and unit registry matters.
• Overall responsibility for Client Services projects and ensures new and/or improved processes and technologies are embedded into the team and are clearly documented.
• Monitors Client Services risk management in conjunction with the Compliance team and implements measures to mitigate risks and address operational inefficiencies.
• Works with the Operations team to oversee unit registry service providers, including maintaining current service level agreements, monitoring adherence to key performance indicators, and addressing performance issues.
• Overall responsibility for onboarding new funds / fund managers from a client servicing perspective, developing clear service level schedules and business rules for the Client Services team, and communicating business requirements to the external unit registries.
• Conducts initial and annual due diligence on unit registry and other client service-related providers to assess operational capabilities, regulatory compliance, and service quality.
• Key stakeholder in onboarding and transition of unit registry/client service-related providers
• Ensures all client communications adhere to and are compliant with regulatory requirements.
• Oversight of the Client Services application of Ironbark’s AML/KYC policy and ensures there are processes to elevate and manage AML/KYC and applicable alerts.
• Overseeing Client Service representation on the disclosure document Due Diligence Committee (DDC) with responsibility for verifying fund operational disclosure in line with fund documents, service level agreements, compliance, and regulatory requirements.
• Overseeing Client Service representation on the Design and Distribution Obligations (DDO) committee and monitoring Client Services processes to ensure compliance with DDO obligations.
• Responsible for delivery of management reports including sales and results management reporting across funds, mandates and managed accounts.

About You

You are an experienced client services professional with strong leadership capabilities and a passion for delivering exceptional client outcomes.

You will bring:

• A strong understanding of funds management products and operational processes used by unit registry service providers
• A proven track record of delivering positive outcomes for clients and stakeholders
• Exceptional customer service skills and a client-first mindset
• Excellent written and verbal communication skills
• Strong organisational and time management capabilities, with the ability to manage competing priorities effectively
• A proactive, solutions-focused approach with a commitment to continuous improvement
• High attention to detail and well-developed administrative skills
• A positive attitude and collaborative working style

Qualifications & Experience

To be successful in this role, you will have:

• Tertiary qualification in business, communications, finance, or a related field.
• Over five years of senior experience in funds management, client services, and/or unit registry roles.
• A strong understanding of funds management products and operational processes applied by unit registry service providers.
• People management experience is essential.
• A strong client-focus with a proven track record in delivering positive outcomes for clients, key stakeholders and providing a high standard of customer service.
• Excellent verbal and written communication skills, with a strong service mentality to respond quickly and professionally.
• Excellent time management skills with an ability to manage various tasks and prioritise deliverables appropriately.
• Initiative, enthusiasm, and a positive can-do attitude focused on continuous process improvement.
• High attention to detail, strong administrative and organisational skills.
• Proven abilities to engage, influence, and deliver outcomes with multiple stakeholders.
• The ability to work independently and as part of a team.
• High level of skills in Microsoft Office applications including Excel, Word and PowerPoint and ability to interpret/implement digital solutions.

What's on Offer?

• Opportunity to manage a critical business function within a growing financial services organisation
• Hybrid working arrangement with flexibility to work from home one day per week
• Collaborative and supportive team environment
• Competitive remuneration package reflective of qualifications, skills, and experience

Remuneration will be discussed during the first interview and will be based on the successful candidate's qualifications, experience, and capability.