Client Experience Manager

About the role

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

Key responsibilities

• Build and maintain strong client and broker relationships, delivering consistent service quality.
• Oversee the client journey, identify improvement opportunities, and ensure service delivery standards.
• Supervise teams, monitor performance, conduct performance reviews, and support development.
• Enforce operational standards, SOPs, KPIs, and business processes.
• Support ISO certification, QMS requirements, internal audits, and continuous quality improvement.
• Identify operational gaps and lead workflow, process, and control enhancements.
• Prepare weekly operational reports and provide 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.
• Strong client and broker relationship skills with confidence managing external stakeholders.
• Leadership and supervision experience, able to guide teams and manage performance.
• Excellent communication and problem‑solving abilities with a professional, solutions‑focused approach.
• Proactive, detail‑oriented, and accountable mindset.

Required skills

• Knowledge of ISO/QMS, compliance, and audit processes (highly desirable).
• Experience with process improvement, SOPs, KPIs, and operational reporting.

What we offer

• Social Security Fund (SSF) and performance reviews.
• Paid annual and sick leave, additional paid leave, and weekends off.
• Festival bonus, breakfast and lunch facilities.
• Accident and medical insurance coverage.
• Team building activities, retreats, continuous learning, and career growth opportunities.