Relationship Manager

The Apex Group was established in Bermuda in 2003 and is now one of the world’s largest fund administration and middle office solutions providers. Our business is unique in its ability to reach globally, service locally and provide cross-jurisdictional services. With our clients at the heart of everything we do, our hard-working team has successfully delivered on an unprecedented growth and transformation journey, and we are now represented by over circa 13,000 employees across 112 offices worldwide. Your career with us should reflect your energy and passion. That’s why, at Apex Group, we will do more than simply ‘empower’ you. We will work to supercharge your unique skills and experience. Take the lead and we’ll give you the support you need to be at the top of your game. And we offer you the freedom to be a positive disrupter and turn big ideas into bold, industry-changing realities. For our business, for clients, and for you Relationship Manager Location Melbourne, Sydney Description This role will report to the General Manager and be responsible for managing the relationships and overseeing the delivery of administration services to our clients. This position will represent our entire operational model, manage the account planning cycle and ensure client’s needs and expectations are met. Job specification Develop and maintain annual account plans for clients Manage key action plans as defined in the account plan Manage the services provided in line with contracts, service level agreements and the commercial model established for each client Track revenue and assist in regular forecast reviews Review monthly invoices to ensure accuracy and alignment to contract and relevant work orders Manage work orders in relation to client enhancements Oversee all interactions with clients and ensure services are aligned to the contract Develop a deep understanding of our operating model and service offering for each client Manage clients defined Governance and Reporting requirements Oversee the management of complaint responses and ensure responses are adequate and provided in a timely manner Oversee the management of incident and breaches - ensuring internal processes are followed and clients are kept informed. Priority and expectation management in relation to enhancements and application releases Operations Initial contact point for clients to elevate issues Proactively assess, clarify and validate customer needs on an ongoing basis Assist with project management activities Deliver SLA and operational reports as defined in the contract Provision of a monthly management report defining key activities, issues and any risks in maintaining our service standards Skills Required Over five years’ experience in the Superannuation or Financial Planning industry Formal superannuation qualifications (or the undertaking to complete RG-146 within 12 months of appointment) Practical experience with superannuation technology systems. Good understanding of software development life cycle (SDLC) Demonstrate genuine customer services skill Knowledge of the majority of processes within superannuation administration Previous experience in an Account Management / Relationship Role within the Superannuation Industry will be highly regarded. What you will get in return A genuinely unique opportunity to be part of an expanding large global business; Competitive remuneration commensurate with skills and experience; Training and development opportunities Additional information We are an equal opportunity employer and ensure that no applicant is subject to less favourable treatment on the grounds of gender, gender identity, marital status, race, colour, nationality, ethnicity, age, sexual orientation, socio-economic, responsibilities for dependants, physical or mental disability. Any hiring decision are made on the basis of skills, qualifications and experiences. We measure our success as a business, not only by delivering great products and services and continually increasing our assets under administration and market share, but also by how we positively impact people, society and the planet. For more information on our commitment to Corporate Social Responsibility (CSR) please Unsolicited CVs sent to Apex (Talent Acquisition Team or Hiring Managers) by recruitment agencies will not be accepted for this position. Apex operates a direct sourcing model and where agency assistance is required, the Talent Acquisition team will engage directly with our exclusive recruitment partners. #J-18808-Ljbffr