We are seeking a motivated and experienced Inbound Contact Center Lead to oversee the daily operations of our inbound customer service department. The successful candidate will manage a team of Patient Experience Team Leads, driving operational excellence and ensuring the highest standards of customer service. This role requires strategic planning, performance management, and the ability to act as a key liaison between the contact center and senior leadership. The ideal candidate will provide insights, report on performance metrics, and align the contact center's goals with Montu’s overall objectives.

Duties and Responsibilities:

• Oversee and manage a team of Patient Experience Team Leads.
• Implement strategies to improve contact center performance and foster a culture of continuous improvement.
• Provide training, coaching, and conduct performance appraisals for direct reports.
• Identify and address priority issues affecting service delivery.
• Maintain high team performance and engagement.
• Advocate for continuous improvement and maintain patient satisfaction at the core of all decisions.
• Ensure exceptional patient experience and collaborate with the Operations Manager on initiatives to improve satisfaction.
• Work with other departments to address operational challenges.
• Analyze contact center data, prepare reports on KPIs, and provide insights to senior leadership.
• Use data-driven decision-making to enhance operations.
• Perform additional duties as required.

About the job

• Full Time Permanent position located in Melbourne CBD (Collins Street)
• Join a Global Equity Specialist and ensure adequate support for internal and external stakeholders.
• Broad scope of responsibilities – highly visible position across the firm.

About Us

Bell Asset Management is a leading global equity specialist that has been managing and researching companies since 2003. We strive to deliver consistent performance outcomes and superior service to our clients. We have a long and proven track record in managing global equities in a range of market conditions, across all market cycles. Our team are focused, high performing, driven and contributing every day to our culture that champions collaboration, integrity and authenticity. We create an environment in which people have broad roles, are given accountability, and feel a sense of accomplishment in the work they do.

About the Opportunity

The Senior Investor Services Officer reports to the Head of Finance and will have exposure to all aspects of the Firm, including the Strategy & Distribution team, Equity Operations team, Compliance and the Finance team. This position ensures that adequate support exists within the business to meet and satisfy internal and external client expectations to a high standard.

Responsibilities

• Provide client services and escalated registry services to Investors in our retail and institutional funds. This position acts as the SME for fund investors, platforms, channels, and dealer groups.
• Liaise with external unit registry stakeholders to deal with all escalations including dealing directly with clients where required.
• Monitor the "Client" inbox and customer service phone line to ensure timely responses to all enquiries.
• Complete daily, weekly, monthly tasks i.e., daily prices, weekly sales update, monthly reporting, and quarterly flows.
• Reviewing, preparing, and approving the platform rebate calculations, management fee rebates and external distribution partner fee calculations.
• Effectively manage risks associated with your role, responsibilities, and broader business environment. This includes adhering to all to external regulations and guidelines, and internal policies, procedures, codes, and guidelines.

About You - Our Ideal Candidate

Most importantly, as we are a boutique firm, we have smaller team environment and therefore a proactive approach and hands-on mentality is key to your overall success. We value collaborative candidates that are keen to contribute to our overall culture, environment and success.

• At least 5 years of relevant experience in managed fund registry operations and/or client services in Australia is essential. Experience within an investment firm is preferred however not required.
• Experience in managing AML, CRS and similar KYC documentation is an advantage, along with other AML experience.
• Investment product knowledge in provision of client reporting relating to funds, SRS reporting, researcher and MDS reporting requirements is useful.
• Relevant higher education qualification within financial services or related field.
• Given the boutique but global nature of our business and client base, this role will require, at times, flexibility of working outside of standard hours.
• Strong decision-making skill set based upon a mixture of analysis, experience, and judgement.
• Ability to identify matters for escalation, and identification and handling of errors and complaints.
• Strong technical ability across all Microsoft platforms such as Word, PowerPoint and Excel.

How to Apply

If you are ready to take on an exciting challenge and have a passion for Investment and relationship building, we want to hear from you. Apply now by submitting your resume and a cover letter. Should you have any questions regarding this opportunity, please reach out to Chloe Baker at [email protected].

No agencies please.

Are you passionate about building cutting-edge technology that drives innovation? Join our team as a Machine Learning Engineer, where you'll play a pivotal role in creating, deploying, and managing machine learning models that power our advanced platforms.

What You'll Do:

• Develop and maintain core infrastructure supporting the entire ML lifecycle, from model creation to deployment and management.
• Collaborate with software engineers and data scientists to enhance platform capabilities using Large Language Models (LLMs).
• Solve complex infrastructure and architecture challenges to ensure system scalability and reliability.
• Stay ahead of the curve by exploring emerging trends in AI/ML and contributing to our innovative direction.
• Work cross-functionally to drive project success and communicate technical outcomes effectively.

We are looking to appoint a Front Office Supervisor at our Oaks Melbourne on Collins Hotel on a Full-Time basis. This is an exciting opportunity for an experienced customer service professional to join an amazing team with excellent benefits available. 

About the role:

• Guide & support the team in providing outstanding guest welcoming and experiences
• Act as a role model, sharing your expertise and continually inspiring the team
• Ensure daily tasks are completed accurately and in a timely manner
• Conduct guest arrivals and departures
• Resolve & respond to guest complaints in a timely and professional manner

SIXT Australia is on the lookout for 2x Full Time Vehicle Detailers to join the team at Melbourne Airport. 

As a Vehicle Detailer, you’ll meet SIXT Australia’s vehicle presentation standards, exceed customer expectations, and contribute to the successful daily operation of the location.   

Your key responsibilities will include:    

• Ensuring vehicles are cleaned and presented to the correct standard, ready for the next customer   
• Refuelling or recharging vehicles as required 
• Conducting basic vehicle maintenance and safety checks 
• Inspecting and recording vehicle damage   
• Moving vehicles around the location and between sites 
• Maintaining a clean and safe working area 

SIXT Australia is on the lookout for 2x Casual Vehicle Detailers to join the team in Melbourne. 

As a Vehicle Detailer, you’ll meet SIXT Australia’s vehicle presentation standards, exceed customer expectations, and contribute to the successful daily operation of the location.   

Your key responsibilities will include:    

• Ensuring vehicles are cleaned and presented to the correct standard, ready for the next customer   
• Refuelling or recharging vehicles as required 
• Conducting basic vehicle maintenance and safety checks 
• Inspecting and recording vehicle damage   
• Moving vehicles around the location and between sites 
• Maintaining a clean and safe working area