Manager Client Support

Company Description Experian is a global data and technology company, powering opportunities for people and businesses around the world. We help to redefine lending practices, uncover and prevent fraud, simplify healthcare, create marketing solutions, and gain deeper insights into the automotive market, all using our unique combination of data, analytics and software. We also assist millions of people to work towards their financial goals and help them save time and money. We operate across a range of markets, from financial services to healthcare, automotive, agribusiness, insurance, and many more industry segments. We invest in people and new advanced technologies to unlock the power of data. As a FTSE 100 Index company listed on the London Stock Exchange (EXPN), we have a team of 22,500 people across 32 countries. Our corporate headquarters are in Dublin, Ireland. Learn more at experianplc.com. Job Description The Manager – Client Technical Support is a critical leadership role within Client Operations. You will manage a team of client-facing technical specialists who assist clients daily with requests related to Experian's market-leading solutions. Responsibilities include team performance, client satisfaction, escalation management and cross-team collaboration. Fostering a high-performing, client-focused culture and embedding best practices to ensure timely, accurate, and effective frontline product and technical support. Lead and inspire a team of client-facing technical specialists to deliver Level 1 support across Experian's products and services. Ensure operational excellence by managing ticket workflows, monitoring Service Level Agreements, and driving resolution of client requests. Be an escalation point for complex issues, providing guidance and collaborating with different teams across the business to resolve challenges. Champion continuous improvement, identifying opportunities to improve processes, enhance knowledge management, and improve client experience. Monitor performance metrics and analyse data to identify trends, causes, and opportunities for efficiency. Qualifications Education: Bachelor's degree in business, operations, information technology, or related field (or equivalent experience). Minimum 5+ years in client services, operations, or technical support roles, with at least 2 years in a leadership capacity. Proven experience managing teams in a B2B hybrid working environment, within financial services or technology sectors. Proficiency in SQL, XML, JSON, HTML, JavaScript, and CSS. Advanced Excel experience with data manipulation. Experience with API methodologies and integration. Benefits Novated Leasing & Salary Packaging Great compensation package and bonus/commission plan Core benefits including Experian shares discount and wellness program Flexible work environment, hybrid model Flexible time off including volunteer time off, personal leaves and paid holidays 17 weeks of Paid Parental Leave, family care leave and up to 5 days study leave Equal Employment Opportunity Experian is proud to be an Equal Opportunity and affirmative action employer. Innovation is an important part of Experian's DNA and practices, and our diverse workforce drives our success. Everyone can succeed at Experian and bring their whole self to work, irrespective of their gender, ethnicity, religion, color, sexuality, physical ability or age. If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity. Employment Details Full-time position based in Melbourne, Victoria, Australia. #J-18808-Ljbffr