Client Service Manager - High Touch

Stake is looking for Client Service Manager - High Touch to join us at our Sydney CBD HQ, with a flexible hybrid working model.

We’re an Australian investing platform that helps ambitious people confidently grow their wealth. By offering seamless, immersive access to the share markets, we’ve empowered a new wave of investors. Stake has grown fast from a fintech startup into a robust financial services company. Today we have 750,000+ global customers and more than A$5 billion under administration.

At Stake, we break barriers in everything we do. Just like our customers, we’re driven by ambition. Our desire for continuous growth is what creates the collaborative and high-performance environment we work in. Though we’re spread around the world, we’re a unified team moving towards a shared vision: to unleash the investor in everyone.

Join us as we continue to reshape the financial industry, inspiring investor confidence and celebrating our wins along the way.

About this role

As a Client Service Manager - High Touch, you own the full-cycle Stake Super High-Touch onboarding process at each stage of the journey, and are accountable for the conversion results (on a per channel basis). As Stake Super grows in ambition, you will be responsible for a team solely dedicated to giving customers an exceptional and professional experience and introduction to our Stake Super proposition from lead generation through to conversion.

Day to Day Responsibilities

• Execute on the High-Touch journey, which involves:
  • Discovery sessions with customers via phone;
  • Follows ups post call via email and/or phone;
  • Managing the existing Customer Lead Form with notes, inputting customer details, lead source, lead time and notes.

• Take ownership of the High-touch journey, iterating and optimising it for better customer outcomes, which involves:
  • Reviewing notes and existing customer profile, tailoring experience or steps in the journey;
  • Feeding back insights to our Marketing, Product and Commercial journeys for requests through product features and functionality (ie., life insurance, mortgage broking etc) or experience enhancements;
  • Collating reporting and lead sources at an aggregate level, feeding back to Marketing and Product teams on which channels are more successful vs others.

• Maintain presence on various social media platforms and forums, which involves:
  • Add value to existing conversations around Stake Super on forums such as Whirlpool and PropertyChat;
  • Put forward initiatives and support the marketing team on getting a deeper reach for Stake Super on similar channels.

Team Leadership (if required)

• Mentor or manage other members of the team following Stake’s line management standards as detailed in the Line Management and Feedback training modules in EdApp.
• Proactively manage poor performers who report to you with constructive feedback and coaching sessions and the implementation of Performance Improvement Plans as required.

End of Month Responsibilities

• Deliver business unit reporting that supports the Stake Super business, which involves:
  • Populating and finalising the Dashboard tab on customer lead form, broken down on a month by month basis
  • Improving the reporting function to ascertain the value of lead by channel (pre & post conversion)
  • Any other reporting uplift that would add value to the StakeSuper business.
  • Call Quality Assurance of other High-Touch team members (if any)

Strategic Responsibilities

• Development and ownership of the Stake Super High-touch strategy and associated OKRs, supporting the growth of our Stake Super business;
• Key technical understanding of SMSF Industry & Space - considered an expert in the business;
• Key understanding of legal and compliance considerations of providing SMSF experience.

At Stake, we’re more interested in your attitude than your resume. If you believe this is a role you want to jump into, please apply and let us know why in your cover letter!

Benefits of working at Stake

You’ll have the opportunity to work with autonomy while learning from some of the best talent in the industry, playing a meaningful role in building a company that has loads of positive momentum and excitement around it. Having said that, we also have perks.

Please see on our Careers website the list of benefits under our Grow with Stake program. They include:

• Professional development allowance
• Up to 16 weeks of paid parental leave
• Childcare allowance
• Extra paid leave during tough times
• Discretionary performance bonus and talent referral bonus
• Options share scheme for senior leaders

Stake is an equal opportunity employer that values diversity. We’re proactive about providing an inclusive work environment and do not discriminate based on race, religion, nationality, gender, sexual orientation, age or disability status. We’re also endorsed by WORK180 as a great employer for women.

It all comes together to explain why Stake placed 1st in the 2024 AFR BOSS Best Places to Work list for the Banking, Superannuation & Financial Services category, across all of Australia and New Zealand.

So what happens next?

Once we've received your application, we'll give it the attention it deserves, and you'll hear from us regardless of the outcome. If we think you’d be a great fit for our team, we’ll give you a call and take it from there.

To all recruitment agencies: Stake does not accept agency resumes. Please do not forward resumes to our jobs alias or directly to Stake employees. Stake is not responsible for any fees related to unsolicited resumes.