Head of Client Services Vice President

If you also believe that everyone should be able to achieve their financial potential then youll love contributing to CMC Markets company vision of providing the ultimate trading experience. Seize the opportunity to progress your career in the fintech industry by joining a global leader in CFD trading and share investing. Grow yourself personally and professionally with a company thats growing with you by global expansion and product offering.

As our Head of Client Services Vice President youll lead a talented team across ANZ driving the transformation of how we support clients through AI automation and intelligent service design. This role sits at the intersection of people leadership technology enablement and operational excellence giving you the scope to make decisions that directly impact thousands of clients and the strategic direction of the business.

Youll work alongside senior leaders across Technology Product Risk and Operations shaping service strategy while building deep expertise in digital transformation multi-brand operations and white-label partnerships.

Why Youll like working here

Just some of the reasons youll love working here include:

• Leave benefits: Accrue 5 additional annual leave entitlements each year called My Days as well as enjoying 5 extra annual leave days once you pass 12 months. Enjoy your birthday off to spend time with family and friends on us! Utilise a free annual charity day to give back to your community.

• $0 Trades: Staff & family trading accounts with CMC Markets Invest have access to the best brokerage rates in the market - $0 trades for all domestic and international equity orders!

• Continuous learning: Our L&D offering covers both technical and performance training ensuring youre always learning new skills.

• Unlimited access to a dedicated benefits & wellbeing hub where you can save money through various retailer discounts and make use of a variety of resources that will enhance your physical and mental wellbeing

• Collaboration: We believe that great things happen when smart people work together thats why weve made the decision to work five days in the office.

• Office perks: Help yourself to free breakfast cereals condiments and coffee to fuel your workday. Our culture club provides opportunities for everyone whether youre into fitness pizza making classes socialising or bringing out your competitive side in trivia or lawn bowls!

What youll be working on

• Set and deliver a market-leading service vision shaping scalable multi-brand omni-channel client service propositions across CMC Markets and white-label partners
• Lead and develop a high-performing client services organisation (60 FTE) driving engagement capability uplift and strong results across key service metrics (CSAT FCR AHT SLAs)
• Drive digital transformation and service optimisation leveraging AI automation chatbots and self-service to improve efficiency resilience and client experience
• Ensure operational and commercial excellence including forecasting resource planning cost optimisation and delivery against budgets contracts and regulatory requirements
• Champion the client voice and manage key stakeholder relationships strengthening outcomes for clients partners and internal teams while resolving escalations effectively
• Lead innovation and continuous improvement using data insights and industry trends to enhance service quality reduce risk and deliver measurable performance uplift

What will help you be successful

• Tertiary qualifications in Business Commerce Finance or a related field
• 8 years experience leading and managing client service/call centre/contact centre or operations teams ideally within financial services fintech or other regulated industries
• Proven experience in service transformation including digitisation automation and process optimisation
• Strong people leadership skills with experience managing medium-large teams (4-6 direct reports with circa 20 indirect reports)
• Highly effective stakeholder management with the ability to engage confidently with senior leaders and cross-functional teams
• Experience working across global multi-brand or partnership-driven service environments
• You must have full working rights in Australia.

If youve been looking for a Head of Client Services or Head of Contact Centre role where you can truly drive digital transformation we would love to hear from you.

The things we live by

CMC Markets is powered by our people. We are an equal opportunities employer and are committed to creating a diverse and inclusive workplace where our people feel confident to be themselves feel valued and are able to do their best work. We dont just value differences and unique perspectives we seek them out and we invite them in because we know it will lead to better outcomes for everyone

Click on the link to find out more about the things we live by at CMC Markets CMC Markets - Culture Video

Were always on the lookout for great people so even if you dont feel you are a 100% fit apply with your up-to-date CV and well consider you for this role and any other suitable opportunities across the business.

We look forward to hearing from you!

Please be vigilant when applying for jobs online. CMC Markets will never request personal identification details such as Date of Birth or Tax File Number prior to an offer being made. If your initial application is successful regardless of whether youve applied directly or through an approved recruiter you will always liaise with a representative from CMCs Talent Acquisition team. We will only discuss a role you have formally applied for via phone or email (CMC Markets email address); and never via Facebook or Telegram.