Client Experience Manager

About the role

The Client Experience Manager will lead the client and broker experience while supporting the overall operational performance of the business. This role blends relationship management, team supervision, quality assurance, ISO compliance, and process improvement to ensure a consistently high standard of service.

Key responsibilities

• Build and maintain strong client and broker relationships, delivering a high level of service.
• Oversee the client journey, identify improvement opportunities, and ensure service quality.
• Supervise teams, monitor performance, and collaborate with HR on reviews and development.
• Enforce operational standards, SOPs, KPIs, and business processes.
• Support ISO certification, QMS requirements, internal audits, and continuous quality improvement.
• Lead process‑gap analysis and implement workflow enhancements.
• Produce weekly operational reports and present insights to senior management.
• Act as escalation point for client, broker, and operational issues.

Required profile

• Minimum 2 years experience in the Australian mortgage industry or financial services.
• Proven ability to manage external stakeholder relationships.
• Leadership experience with team supervision and performance management.
• Excellent communication, problem‑solving, and professional demeanor.
• Strong understanding of operations, processes, and quality standards.
• Detail‑oriented, proactive, and accountable.

Required skills

What we offer

• Social Security Fund (SSF) and accident/medical insurance.
• Performance reviews, paid annual and sick leave, additional paid leave, and weekend off.
• Festival bonus, breakfast & lunch facilities, team‑building activities, and retreats.
• Continuous learning, career growth, and training development programs.