Client Experience Manager

Job Description

Client Experience Manager
Role Overview

The Client Experience Manager will lead the client and broker experience while supporting the overall operational performance of the business.

This role combines client relationship management, team supervision, quality management, ISO compliance, process improvement, and operational oversight to ensure we consistently deliver a high standard of service to our clients and business partners.

What you'll lead

• Client & broker relationships - Build strong relationships and ensure a consistently high level of service.
• Client experience & service quality - Oversee the client journey and identify opportunities to improve service delivery.
• Team supervision & performance - Supervise teams, monitor performance, and work with HR on performance reviews and development.
• Operational standards - Ensure teams follow established processes, SOPs, KPIs, and business standards.
• Quality & ISO compliance - Support ISO certification, QMS requirements, internal audits, and continuous quality improvement.
• Process improvement - Identify operational gaps and lead improvements to workflows, processes, and controls.
• Reporting & performance insights - Oversee weekly operational reporting and provide updates to Senior Management.
• Stakeholder & issue management - Act as an escalation point for client, broker, and operational matters.

We're looking for someone with:

• 2+ years of experience in the Australian Mortgage Industry or financial services.
• Strong client and broker relationship skills with confidence managing external stakeholders.
• Leadership and supervision experience, with the ability to guide teams and manage performance.
• Excellent communication and problem-solving skills with a professional and solutions-focused approach.
• Strong understanding of operations, processes, and quality standards.
• Knowledge of ISO/QMS, compliance, and audit processes is highly desirable.
• Experience with process improvement, SOPs, KPIs, and operational reporting.
• Strong organisational and time-management skills, with the ability to manage multiple priorities.
• A proactive, detail-oriented, and accountability-driven mindset.

What's in it for you?

• Social Security Fund (SSF)
• Performance Reviews
• Paid Annual Leave and Sick Leave
• Additional Paid Leave
• Weekends Off (Saturday/Sunday)
• Festival Bonus
• Facility of Breakfast and Lunch
• Accident and Medical Insurance Coverage
• Team Building Activities and Retreats
• Continuous Learning and Development Opportunities
• Career Growth within the Company
• Training and Development Programs

Our Hiring Process

• Phone Interview: Only shortlisted candidates will be contacted for an initial phone screening.
• Video Submission: Submit a short introduction video in English of up to 5 - 7 minutes.
• In-Person Interview: A detailed discussion about the position, responsibilities, and expectations will take place during the face-to-face interview.
• Final Step: Reference checks will be conducted to validate previous work performance and assess suitability for the team.

How to Apply

Interested candidates are requested to complete the job application form and/or submit their CV and Cover Letter to [email protected].

We look forward to receiving your application.

Join the Team - Universal Outsourcing