Head of Client Operations and Reporting

  • Brisbane, Queensland, Australia
  • Competitive
  • Full time

Head of Client Operations and Reporting

The opportunity:

QIC has a newly created opportunity join the Global Clients and Marketing team in our Brisbane Head Office as Head of Client Operations & Reporting. This rare opportunity will see you influencing the future of client reporting and operations to match QIC's continued local and global growth. As a strong leader, with a good understanding of industry trends and a flair for continuous improvement, you will be a key contributor to delivering world class operational servicing for clients, their custodians and administrators as well as internal stakeholders.

Your focus will be:
  • Understanding and maintaining strong knowledge on global industry trends affecting funds management operations, reporting, and growing client service expectations to have a view of the future to support expanding and globalising operations, and be positioned to act when the time is right.
  • Lead the delivery of accurate and timely client deliverables including onboarding, reporting and query management, ensuring that client needs are continually met and improved, and that relationships with both internally and externally are of high quality.
  • Introducing appropriate globalised governance and processes (frameworks, controls, systems and policies) working with clients and stakeholders to continually improve client reporting and operational services, ensuring a client-centric approach.
  • Adopting a continuous improvement approach towards how the services are delivered to key stakeholders and make changes and necessary improvements where necessary. Includes demonstrating leadership in leveraging implemented technologies to generate team efficiencies and client insights including client reporting, online digital client services and client relationship management tools.
  • Providing strong leadership, management, and communication to lead the Client Reporting & Operations team, as well as working as a proactive and inclusive leader with various internal stakeholders and our clients, as a leader within the broader Client Services and Global Clients & Marketing division.

The ideal candidate:

This is an exciting opportunity to join and work with a high calibre Client Services team who are passionate about what they do.

Your capabilities include:
  • Experience leading a customer centric and deadline orientated work environment within a Funds Management organisation.
  • Deep understanding and expertise in the areas of operations and reporting with a focus on the superannuation industry.
  • Deep experience in proactive engagement with service providers, clients and internal teams to achieve outcomes.
  • Ability to decipher and develop plans to meet changing business requirements, global industry and client matters to meet evolving client reporting and operational needs.
  • Ability to work in close conjunction with other stakeholders and demonstrate leadership in situations, to respond to issues/complaints/queries, and escalate as necessary.
  • Project Management experience in technology systems and client/industry changes to adapt processes, systems and teams to growing business and client needs.
  • Experience in using and leading developments in relevant industry technologies including Client Reporting tools (Vermillion Reporting Suite), Client Relationship Management (Microsoft Dynamics CRM) and Content Management Systems (Sitecore).
  • Highly developed attention to detail and capable of interrogating data to ensure accuracy.
  • Strong process and operational efficiency skills to drive operational excellence and high quality client service.
  • Demonstrated successful experience in people management, development and leadership.
  • Ability to identify, nurture and actively manage relationships with internal stakeholders (including senior executives), existing clients and service providers, and build relationships.
  • Grow external networks and profile to deliver external insights and learnings to teams.

About QIC:

QIC Limited (QIC) is a leading global alternatives investment provider for sovereign wealth funds, superannuation funds and other institutional investors. QIC delivers services to over 110 like-minded institutional investors in Australia and internationally with more than A$82.8 billion (30 September 2017) in funds under management.

Spanning fixed interest and liquid strategies, infrastructure, real estate, private capital and multi-asset solutions, QIC adapts its approach to suit the investor and the investment context.

At QIC our pursuit is to be an inclusive organisation - one in which every employee has a true voice. We want every employee to have a sense of belonging within QIC and this includes feeling like his or her difference is valued, whatever the difference. We want to build people leader capability to reduce unintended bias and ensure we are leveraging the uniqueness of all our people.