Head of Client Services

Mason Stevens is a leading provider of integrated wealth platform technology, that uniquely focuses on investor portfolio outcomes. More than just an administration platform, the innovative technology, paired with experienced investment specialist support, empowers advisers to deliver on their clients’ investment objectives via an unconstrained investment universe, and backed by exceptional client service. Established in 2010, Mason Stevens is privately owned with over $10 billion of funds under administration and management. Led by some of Australia’s most experienced finance, technology, and investment professionals, with over 80 staff nationally. About the Role The Head of Client Services leads a critical client‑facing function, serving as the first point of support for high‑net‑worth clients and financial advisers. This role is responsible for delivering a premium service experience, driving operational excellence, and embedding a culture of continuous improvement. As a key leader in a client‑facing unit, you’ll manage stakeholder relationships, ensure compliance, and champion process innovation. Success requires strategic thinking, strong leadership, and a passion for service. Key Responsibilities: Operational Excellence & Service Delivery : Lead the development and execution of client service strategies tailored to segmented client needs. Ensure high service standards workflow management, and continuous improvement. Implement SLAs, monitor performance, and use data insights to enhance efficiency and client satisfaction. Inspire and manage a high‑performing team by setting clear expectations, driving development, and fostering a culture of accountability and collaboration. Oversee workforce planning, recruitment, and employee wellbeing initiatives. Stakeholder Engagement & Collaboration : Act as a key liaison across internal teams and build strong relationships with high‑net‑worth clients and advisers to understand their needs and expectations and provide effective resolution to issues. Represent client needs in strategic internal discussions and advocate for solutions that enhance the client experience. Reporting, Insights & Strategic Input : Maintain dashboards and reports to track service metrics. Provide insights to senior leadership, support strategic planning, and benchmark performance to identify opportunities for innovation. Required Skills, Knowledge and Attributes: 7+ years’ leadership experience in client services, operations, or contact centres, ideally in financial services. Proven ability to lead teams serving high‑net‑worth clients and financial advisers. Strong commercial acumen and strategic alignment of operations. Expertise in service delivery models, process improvement, and change management. Excellent stakeholder engagement and senior‑level influence. In‑depth knowledge of Australian financial regulations (e.g., ASIC, AFSL). Qualifications: Qualifications in Client Service, Contact Centre or related disciplines are preferred. Additional qualifications in Financial Services, or Leadership are highly regarded. Life at Mason Stevens At Mason Stevens, relationships matter to us, and by fostering a culture of humility and collaboration, we achieve remarkable outcomes while supporting each individual to realise their potential. We are committed to building and maintaining a diverse and talented team, backed by the belief that it is only by working together, that we will achieve our purpose; helping our Clients to realise better tomorrows. We believe in keeping our ‘minds wide open’ and empowering people with the resources and trust needed to make a meaningful difference. We know an idea can only change lives if it happens, and value the kind of people who believe in being the change they seek and see opportunity in challenge. Above all, we know you will be a great fit for us if you value people, show kindness and play fair. Kindly note that Australian full work rights are required for this application. Seniority level Director Employment type Full‑time Job function Customer Service #J-18808-Ljbffr