Bravura | Senior Service
vor 1 Woche
Senior Service & Operations Manager General Information
Team: BaseOS
Close date: Thursday, 02 January 2025
Working pattern: Full time
Contract Type: Permanent
Location: Sydney
Department: 20 - 20 Midwinter
Description & Requirements
At Midwinter, we know there's a human interaction behind every quality advice experience.
That's why we're focused on supporting our clients with software that simplifies how they deliver advice.
From managing compliance to scaling practices, our software supports everyday tasks so clients can focus on providing great advice and growing their business.
Midwinter's digital advice framework seamlessly interacts with our flagship AdviceOS platform, enabling advisers to deliver quality advice at a lower cost and greater scale, and providing a new way for advisers to engage with their clients.
About The Role
Based in our Sydney or Melbourne and reporting to the Head of Operations and Advice APAC, the Senior Service & Operations Manager will have oversight of the quality of service, support delivered, client satisfaction, and operational efficiency across Midwinter.
As a senior leader, this role will be essential in building and managing high-performing teams, streamlining operations, and implementing innovative solutions that drive efficiency and excellence.
What You'll Do
Actively manage cost and revenue opportunities across the service and support function to achieve target CEBITDA position and maintain run state profitability.
Manage all contracts and renewals with continuous improvement to achieve consistently stronger outcomes for clients and Midwinter.
Conduct regular client service and relationship reviews to ensure alignment with goals and contractual commitments and opportunities.
Lead, coach, and mentor a high-performing service, support, and operations function, fostering a positive and collaborative team culture, encouraging innovation, commerciality, accountability, and professional growth.
Monitor and analyse service and operational performance metrics, set and track goals, and manage the team to meet KPIs.
Build strong long-term relationships with Enterprise and strategic IFA clients, track and monitor client SLAs, and act as escalation point to resolve complex issues in a timely manner to ensure resolution and prevention.
Drive data-driven decision making to anticipate client and team needs, optimise processes, and improve service reliability.
Implement processes to support team efficiency and strong outcomes aligned to client needs, business objectives, and strategy.
Ensure good governance including documentation and training for service and operations teams, change and problem management, and stage-gate sign off.
Work closely with Client Delivery/Project Management, Product, Engineering, and broader teams to plan and execute smooth support and transitions.
Design and manage forecast, tracking, and time recording processes to ensure accuracy of invoicing.
Review risk assessments and update operational processes to remain compliant with industry standards, regulations, company policies, and audit requirements and reduce operational vulnerabilities.
Unleash your potential
To be successful in this role, your background and experience will include:
10+ years of experience in senior operations/client service leadership roles, preferably in an enterprise technology or SaaS environment.
Proven track record of leading service transformation initiatives and driving operational excellence.
Strong understanding of client support processes, tools, and metrics, with a demonstrated commitment to success.
Demonstrated ability to lead, inspire, and develop high-performing teams.
Excellent interpersonal and communication skills, able to influence stakeholders across all levels.
Bachelor's degree in Business, Engineering, Computer Science or a related field.
Working at Midwinter
Our people are the heart of our business.
We work hard to provide a rich employee experience and a robust framework for ongoing career development.
Competitive salary and employee benefits scheme.
2 paid volunteering days and a range of community-based initiatives to get involved in.
Flexible Hybrid workplace as we value work-life balance.
Bravura Leave day - to celebrate events that are important to you.
Generous reward and recognition programs.
A friendly, social and supportive global team that thrives on delivery & embraces diversity.
So, what's next?
We make hiring decisions based on your experience, skills and passion so even if you don't match every listed skill or tick all the boxes, we'd still love to hear from you.
Please note that interviews are primarily conducted virtually and if you require any reasonable adjustments or would like to note which pronouns you use, please let us know.
All final applicants for this position will be asked to consent to a criminal record and background check.
Please note that people with criminal records are not automatically barred from applying for this position.
Each application will be considered on its merits.
Job ID: 2912
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