- Location
- Sydney - 5 Martin Place, Australia
- Type
- Full-time
- Seniority
- Lead
- Source
- Workday
Description
HUB24 leads the wealth industry as the best provider of integrated platform, technology and data solutions. At HUB24, we know the smartest investments start with our people. We are innovative and ambitious, and we move fast.
At HUB24, we empower our employees to bring their ideas and creativity to work. Rather than getting bogged down in bureaucracy and red tape, we build a culture that supports our team members to have a real impact on our business and the success of our customers.
HUB24 Limited is a company listed on the Australian Securities Exchange (ASX: HUB)
THE HUB24 STORY
We think creatively and we’re not constrained by traditional thinking or barriers to success. We’re led by experts, realists with ideas, grounded in commercial reality who are bold enough to visualise the future a little differently and to advocate for what matters to our clients. We are here to lead change and are committed to empowering better financial futures for more Australians.
Benefits and Life at HUB24
Learn more about our employee benefits HERE.
Job Summary:
The Client Services Team Leader is responsible for delivering consistent, high‑quality client service outcomes by leading, coaching and developing a team of Client Services Officers. The role plays a critical part in ensuring service excellence across all client contact channels while acting as a subject‑matter expert across HUB24 products, processes and systems.The Team Leader drives a strong service culture, ensures adherence to service levels and compliance obligations, and partners closely with internal stakeholders to deliver a seamless adviser and investor experience.
Responsibilities:
Lead, coach and develop a high‑performing Client Services team, fostering a culture of service excellence aligned to HUB24 values.
Manage team performance through regular 1:1s, feedback, coaching and targeted capability uplift, including recruitment and onboarding where required.
Oversee day‑to‑day service delivery, allocating workflow to ensure service standards, quality and turnaround times are consistently met across all channels.
Act as an escalation point for complex, urgent or sensitive client and adviser matters, including key and high‑net‑worth arrangements.
Drive quality, coaching and continuous improvement initiatives through call monitoring, quality reviews and Voice of Customer insights.
Identify service risks, trends and improvement opportunities, implementing solutions to enhance efficiency and client experience.
Build strong relationships with internal stakeholders including Product, Sales, Compliance, Risk, IT and Strategy, providing clear insights and performance reporting.
Ensure adherence to governance, compliance and regulatory obligations, supporting audits, risk reviews and documentation standards.
Partner with key dealer groups through training, advisory support and participation in sales activities as required.
Requirements:
5+ years’ experience in financial services, ideally within platforms, client services or contact centre environments.
Proven experience leading, coaching or developing teams while balancing operational delivery and continuous improvement (2 years minimum).
Strong understanding of domestic financial products, including investment platforms, superannuation, managed accounts and administration processes.
Demonstrated ability to manage operational performance, service levels and quality frameworks.
Excellent stakeholder management, communication (written and verbal) and problem‑solving skills.
Ability to influence, negotiate and present clearly and persuasively to achieve positive outcomes.
A client‑first mindset with a strong focus on service excellence and commercial outcomes.
Calm, resilient and considered under pressure, with the agility to adapt in a fast‑moving environment.
A positive, growth‑oriented mindset with a strong commitment to continuous improvement.
The Recruitment Process
Acknowledgement email once your application has been submitted.
Our Talent team will start reviewing your application. If unsuccessful, you will be notified.
If your application progresses to the next stage, our Talent team will be in touch to discuss your alignment with the role.
If you’re a person with an impairment or disability, this is an opportunity to share with us any accessibility requirements that you may have for the role.
Should you require any accommodations to the recruitment process, please email [email protected], and one of our team will contact you.
Interviews can happen virtually or face-to-face with the hiring manager or other members of the broader team. Depending on the role, there may be more than two interviews.
Communication of outcomes to successful and unsuccessful candidates and feedback provided.
*As part of our process, a police check will be conducted on all successful candidates*. Further details on our HUB24 Group Recruitment Privacy Collection notice can be found here.
2024 Circle Back Initiative Employer – we commit to respond to every applicant.
Endorsed by WORK180, we are proud to be recognised as an employer of choice for women.
We have been nominated and placed on the BOSS Best Places to work list.
Seek Star Awards 2024 - Nominated as a finalist for the Best Employer Brand Initiative
HUB24 is an equal opportunity employer. We are committed to creating an inclusive environment where diverse perspectives are valued and every individual is treated with respect. We welcome applications from people of all backgrounds, including Aboriginal and Torres Strait Islander peoples, people with disabilities, people from culturally and linguistically diverse communities, and people of all gender identities and sexual orientations. If you require adjustments to the recruitment process or have accessibility requirements, please let us know – we’re here to support you
