The Opportunity

Mars Recruitment is working on an exciting opportunity for an experienced Team Leader to join a top-tier financial services organisation, leading a high-performing Investor Services team.

This role would suit someone with a strong background in investor services, registry, wealth management or financial services operations who enjoys leading people while remaining hands-on with escalations, stakeholder management and continuous improvement initiatives.

Reporting to the Senior Manager, you will lead a small team, providing day-to-day support, coaching and guidance to ensure exceptional service is delivered to investors, advisers and platform partners.

You will act as the key escalation point for complex enquiries and complaints, oversee regulatory reporting requirements, contribute to operational projects, and help identify opportunities to improve processes and team performance.

Key Responsibilities

• Lead and support a small team, providing day-to-day management, coaching and performance management.
• Act as the primary escalation point for complex customer enquiries and complaints.
• Ensure all enquiries are resolved accurately and within agreed service levels.
• Manage complaints in line with regulatory and internal compliance requirements.
• Prepare and contribute to regulatory and operational reporting.
• Support internal audits, projects and business improvement initiatives.
• Identify opportunities to streamline processes and improve the customer experience.
• Build strong relationships with internal stakeholders and contribute to a collaborative team culture.

About You

• Previous experience leading or mentoring a team within financial services.
• A background in investor services, registry, wealth management, funds management or financial services operations.
• Experience managing customer escalations and complaints within a regulated environment.
• Strong communication and stakeholder management skills.
• Excellent organisational skills with the ability to manage multiple priorities.
• A proactive approach with a focus on continuous improvement and delivering exceptional customer outcomes.

How to Apply

If you are looking for an opportunity to deepen your industry experience and apply your strong leadership skills, you may be a great fit for this role.

Please apply directly via this advertisement, or send your CV directly to angela.stephan@marsrecruitment.com.au