Senior Client Service Manager

Join to apply for the Senior Client Service Manager role at Macquarie Group . Join our specialist Wealth division that offers market‑leading integrated wealth solutions for advisers and their clients. Leading a Client Service team that operates as the primary point of contact for financial advisers using the Macquarie Wrap platform. At Macquarie, our advantage is bringing together diverse people and empowering them to shape all kinds of possibilities. We are a global financial services group operating in 31 markets with 56 years of unbroken profitability. You’ll be part of a friendly and supportive team where everyone – no matter what role – contributes ideas and drives outcomes. What role will you play? You will be responsible for creating and leading a high‑performance culture through coaching, mentoring, and developing a team of leaders. You will ensure our service levels and quality targets are met, workflow queues are managed and actioned within agreed cut‑off times, and act as a key escalation point for all issues relating to our clients and internal stakeholders. You will also identify opportunities to eliminate waste in our processes and drive a culture of continual improvement within the contact centre teams, whilst being instrumental in the design and delivery of service‑related transformation initiatives. What you offer Demonstrated people leadership skills and experience of managing contact centre teams in voice and chat Ideally an in-depth knowledge of Wealth products and services The ability to coach, train and mentor others for high performance Driven to optimise processes and identify opportunities for efficiencies, removing waste while leveraging data Experience and skills in driving change and being able to support your team in an ever‑changing, fast‑paced environment Ability to present data to senior stakeholders What we offer Benefits 1 wellbeing leave day per year Up to 5 additional service bonus leave days per year Up to 20 weeks’ paid parental leave for primary caregivers along with 12 days of transition leave upon return to work, and 6 weeks’ paid leave for non‑primary caregivers 2 days of paid volunteer leave and donation matching Up to 12 months’ gender affirmation leave, including 6 weeks’ paid leave Access to an Employee Assistance Program and wellbeing benefits including skin and health checks and flu vaccinations Access to a wide range of salary packaging options Access to a wide range of learning and development opportunities, including reimbursement for professional membership or subscription Hybrid and flexible working arrangements, dependent on role Reimbursement for work‑from‑home equipment Banking and Financial Services Banking and Financial Services is our technology‑driven retail bank. You will be part of a team that supports clients to achieve their full potential – whether that’s buying a home, growing a business or investing to manage wealth. Our commitment to diversity, equity and inclusion We are committed to fostering a diverse, equitable and inclusive workplace. We encourage people from all backgrounds to apply and welcome all identities, including race, ethnicity, cultural identity, nationality, gender (including gender identity or expression), age, sexual orientation, marital or partnership status, parental or caregiving or family status, family and domestic violence status, neurodiversity, religion or belief, disability or socio‑economic background. We welcome further discussions on how you can feel included and belong at Macquarie as you progress through our recruitment process. To learn more, contact our team. Our aim is to provide reasonable adjustments to individuals who may need support during the recruitment process and through working arrangements. If you require additional assistance, please let us know in the application process. #J-18808-Ljbffr