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Client Experience Manager

Brisbane, Melbourne, Perth, Sydney

Do you have a passion for leading people, enjoy flexibility and immersing yourself in a fast-paced and dynamic environment?

Reporting to the Client Service Channel Lead within our People, Culture and Client Service division, this is a fantastic opportunity where you will lead the day-to-day operations of our retail contact centre.

In this exciting role, you will be responsible for coaching, mentoring, and developing a small team of leaders who manage our Home Loan, Credit Cards and Transactional Account customer service teams. You will be responsible for ensuring 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 for Personal Banking clients and internal stakeholders. Your passion for leadership and client-focus approach, will drive successful team performance and ensure change initiatives are successfully implemented.

To be successful in the role, you will be a strong leader with experience in a client service environment within Banking and Financial Services. Experience working within Personal Banking will be highly regarded. 

You will have proven centre management, coaching and team development capabilities, paired with a passion for excellence in client service and exceptional communication and relationship management abilities which enables you to deliver on strategy and drive continuous improvement. You will also have experience with contact centre technology and systems.

In return, we will provide continuous leadership development and support your career growth within Macquaire as well as providing a diverse and inclusive environment where you will be comfortable in bringing your whole self to work. If this role sounds like you, please apply via the link below.

About Banking and Financial Services

Banking and Financial Services is Macquarie’s retail banking and financial services business, providing a diverse range of personal banking, wealth management, business banking and vehicle finance products and services to retail clients, advisers, brokers and business clients. 

Our commitment to Diversity and Inclusion

The diversity of our people is one of our greatest strengths, and in combination with our inclusive environment, it enables us to deliver innovative and sustainable outcomes for our people, clients, shareholders, and communities. From day one, you'll be encouraged to be yourself and supported to perform at your best. If our purpose of ‘empowering people to innovate and invest for a better future’ is as inspiring to you as it is to us, please apply. With the right technology, support and resources, our people can work in a range of flexible ways.  

We are committed to providing a working environment that embraces and values diversity and inclusion. We encourage candidates to speak with a member of our recruitment team if you require adjustments to our recruitment process to support you, and the type of working arrangements that would help you thrive.

About Macquarie

A career at Macquarie means you’ll have the opportunity to develop and utilise new skills, explore interesting fields and do challenging work that will impact the lives of people around the world—whether it’s accelerating the green energy transition, helping sustain global food supplies, financing social housing projects or investing in essential infrastructure. At Macquarie, we’re empowering people to innovate and invest for a better future.

Our size and international presence means your work can take you anywhere—across business groups, disciplines, sectors and borders. With 16,300+ employees and offices in 31 markets around the world, we’re a truly global organisation.

You’ll be supported by a diverse team where the unique perspectives, ideas and experiences that all of our people bring are valued. You’ll be empowered to address unmet needs in our communities whilst advising and investing alongside our clients and partners. Working with us, you’ll have the opportunity to make a difference.

Macquarie is a global financial group providing clients with asset management, retail and business banking, wealth management, leasing and asset financing, market access, commodity trading, renewables development, investment banking and principal investment.

Find out more at www.macquarie.com/careers

Job no: BFS-957031
Work type: Full time
Location: Brisbane, Melbourne, Perth, Sydney
Category: Mid-senior, Retail Banking
Group: Banking and Financial Services
Division: People, Culture & Client Exp
Recruiter: Sara Debek
Opening Date: