Client Experience Manager

About the role

The Client Experience Manager will lead client and broker relationships while ensuring operational excellence across the business. This role blends relationship management, team supervision, quality assurance, ISO compliance, and process improvement to deliver a consistently high standard of service.

Key responsibilities

• Build and maintain strong client and broker relationships, ensuring a high level of service.
• Oversee the client journey, identify improvement opportunities, and enhance service delivery.
• Supervise teams, monitor performance, and collaborate with HR on reviews and development.
• Ensure adherence to SOPs, KPIs, and business standards.
• Support ISO certification, QMS requirements, internal audits, and continuous quality improvement.
• Identify operational gaps and lead workflow, process, and control enhancements.
• Manage weekly operational reporting and provide performance insights to senior management.
• Act as escalation point for client, broker, and operational issues.

Required profile

• 2+ years experience in the Australian mortgage industry or financial services.
• Proven ability to manage client and broker relationships and external stakeholders.
• Leadership experience with team supervision and performance management.
• Excellent communication, problem‑solving, and professional attitude.
• Strong understanding of operations, processes, and quality standards.
• Knowledge of ISO/QMS, compliance, and audit processes (highly desirable).
• Experience with process improvement, SOPs, KPIs, and operational reporting.
• Organised, detail‑oriented, and accountable.

Required skills

What we offer

• Social Security Fund (SSF) and accident/medical insurance coverage.
• Performance reviews, career growth, and training programs.
• Paid annual and sick leave, additional paid leave, and festival bonus.
• Weekends off (Saturday/Sunday) and facility of breakfast and lunch.
• Team building activities, retreats, and continuous learning opportunities.