Executive Manager Client Experience, Client Services, Catholic Development Fund

East Melbourne/Flexible Working Arrangements

Do you have a zest for delivering an exceptional client experience? Bring your ideas, growth mindset, agile approach and positive attitude to lead our Client Experience team and support the delivery of accurate and efficient processing of banking transactions.

As an experienced and motivated Executive Manager Client Experience you will be responsible for management of day to day Client Services work flow and the building of an effective and dynamic team. Working closely with our team of Relationship Managers you will improve and streamline internal and client driven operations processes and are responsible for managing relationships with the Fund’s wholesale clients for transactional banking requirements. In alignment with organisational practices, you will drive agile process improvement initiatives that improve the experience for our clients and employees.

Working at the Catholic Development Fund (CDF) you have the opportunity to partner with a values-based financial organisation that puts people and communities ahead of profit.

To be successful in this role you will need:

  • previous experience in leading a team in Client Services with a focus on internal and client driven operations processes
  • ability to develop, implement and maintain a detailed Business Plan in alignment with the organisation’s strategic plan
  • experience in developing and leading the implementation of change management strategies
  • proven experience working proactively with/and or ability to influence Senior Executives and a wide range of stakeholders to achieve organisational goals
  • to develop, manage and execute an ongoing program of transformation of operational and customer processes to support the work of Melbourne CDF and to influence 19 other funds across Australia and New Zealand
  • to formally map and record formal operational processes and provide insights and recommendations for our wholesale clients
  • experience in establishing Service Level Agreements to manage workflows with ongoing monitoring and reporting on performance
  • capability to design, develop and test system and/or process enhancements and upgrades whilst managing key stakeholder engagement and involvement. This may include working with NAB, Ultradata and other internal teams
  • experience in managing the performance of a small team with a strong focus on leading, coaching and developing others
  • an ability to analyse data and provide regular reports with insights and recommendations to the Executive Management team

It would also be great if you have:

  • relevant graduate business qualifications
  • Minimum 3 years’ experience working in Client Services or related environment
  • experience in delivering projects using an Agile approach
  • previous experience working in a financial institution and/or with Ultracs banking platform
  • previous experience and/or comfortable working in a Catholic Church organisation

If you are someone who enjoys being able to have a positive impact by effecting change and improving the experience for our clients and our people then we would like to hear from you.

It’s important to us to make sure this opportunity is right for you and for us. All applications will be reviewed and assessed upon receipt until the role is filled.

We are committed to providing you with an outcome regarding your application within a reasonable timeframe.

Please note: The Catholic Archdiocese of Melbourne is committed to the safety, wellbeing and dignity of all children and vulnerable adults. It is a requirement across our organisation that all clergy, employees and volunteers have a valid working with children check.