Senior Service
vor 3 Wochen
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 profitabilityManage all contracts and renewals with continuous improvement to achieve consistently stronger outcomes for clients and MidwinterConduct regular client service and relationship reviews to ensure alignment with goals and contractual commitments and opportunitiesLead, coach and mentor a high performing service, support and operations function, fostering a positive and collaborative team culture, encouraging innovation, commerciality, accountability and professional growthMonitor and analyse service and operational performance metrics, set and track goals and manage the team to meet KPIsBuild strong long term relationships of Enterprise and strategic IFA clients, track and monitor client SLA'sand act as escalation point to resolve complex issues in a timely manner to ensure resolution and preventionDrive data driven decision making to anticipate client and team needs, optimise processes, and improve service reliability.Implement processes to support team efficiency and strong outcomesaligned to client needs, business objectives and strategyEnsure good governance including documentation and training for service and operations teams, change and problem management, and stage-gate sign offWork 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 invoicingReview risk assessments and update operational processes to remain compliant with industry standards, regulations, company policies and audit requirements and reduce operational vulnerabilities.Unleash your potentialTo 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 environmentProven track record of leading service transformation initiatives and driving operational excellenceStrong understanding of client support processes, tools, and metrics, with a demonstrated commitment to successDemonstrated ability to lead, inspire, and develop high-performing teamsExcellent interpersonal and communication skills, able to influence stakeholders across all levelsBachelor's degree in Business, Engineering, Computer Science or a related fieldWorking at MidwinterOur 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 scheme2 paid volunteering days and a range of community-based initiatives to get involved inFlexible Hybrid workplace as we value work-life balanceBravura Leave day – to celebrate events that are important to you.Generous reward and recognition programsA friendly, social and supportive global team that thrives on delivery & embraces diversitySo, 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.
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