Act as the senior relationship lead for assigned Apex superannuation administration clients.
Manage escalation of significant client issues and ensure timely resolution
Oversee delivery of administration services to ensure alignment with contractual obligations, service level agreements, agreed operating model
Work closely with Apex operational teams to ensure service performance targets are achieved
Provide oversight of incident management, breach management, complaint management process
Ensure appropriate client communication and transparency regarding service performance
Oversee commercial performance of client accounts including revenue tracking, forecasting support, contract compliance
Oversee the preparation and delivery of monthly operational reports, service level reporting, performance and risk reporting

Over five years’ experience in the Superannuation or Financial Planning industry
Formal superannuation qualifications (or the undertaking to complete RG-146 within 12 months of appointment)
Practical experience with superannuation technology systems.
Good understanding of software development life cycle (SDLC)
Demonstrate genuine customer services skill
Knowledge of the majority of processes within superannuation administration
Previous experience in an Account Management/Relationship Role within the Superannuation Industry will be highly regarded.

Senior Relationship Manager

Key skills