General Manager – Services
Netwealth - See Wealth Differently (ASX:NWL)
full-time
Posted on:
Location Type: Hybrid
Location: Melbourne • Australia
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About the role
- Defining best-in-class service across the end-to-end customer journey
- Designing and leading a modern service organisation including contact centre excellence
- Lifting performance and quality, empowering teams to make confident, customer-led decisions
- Simplifying and scaling service delivery through AI, automation and smarter ways of working
- Owning the service proposition externally, including major advisor and client engagements
Requirements
- A strong track record leading large-scale service or contact centre operations
- Experience designing operating models that balance customer experience, efficiency and risk
- A simplification mindset, with the ability to streamline work and remove unnecessary complexity
- Practical experience leveraging AI and Automation to optimise service delivery
- A leadership style that is positive, empowering and decisive
- Executive presence and confidence representing service in senior internal and external forums
Benefits
- Family-friendly support: Paid parental leave and a fully funded school holiday program
- Wellness perks: CU Health (virtual healthcare), income protection, flu shots, wellness weeks, retail discounts and financial wellbeing services
- A vibrant culture: social events, trivia nights, and corporate sports
- Employee Resource Groups: LGBTQIA+, DAWN (Development and Accelerating Women at Netwealth), Culture Group and Carers Group
- Community Impact: Paid volunteering and our Netwealth Impact Group
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
AIAutomationService delivery optimizationOperating models designContact centre operations
Soft Skills
LeadershipEmpowermentDecision-makingPositive leadership styleExecutive presence