senior manager client experience.

Are you a strategic leader with a passion for delivering exceptional client experiences? Do you thrive on translating big-picture goals into actionable plans and empowering teams to achieve them? We're seeking a Client Experience Lead to join our clients team in Wellington.

In this pivotal role, you will work closely with the General Manager of Client Experience to transform strategic plans into tangible goals and targets. You'll be responsible for overseeing the successful execution of these goals, ensuring the team provides consistent, high-quality services.

What You'll Be Doing

• Strategic Implementation: Turn high-level strategies into clear, actionable goals and monitor progress to ensure successful execution.

• Leadership & Management: Lead and inspire a team of Client Experience Consultants, providing coaching and professional development to foster a culture of continuous improvement and high performance.

• Process Improvement: Identify and implement solutions to enhance efficiency and effectiveness within the client experience function.

• Client Relationship Management: Oversee the team’s interactions with clients, acting as an escalation point for complex issues and implementing strategies to enhance client loyalty.

• Collaboration: Partner with other departments and stakeholders to ensure a cohesive approach to client services and support strategic initiatives.

• Risk & Compliance: Ensure the team adheres to all regulatory requirements and internal policies, maintaining robust risk management practices.

• Change Management: Drive the adoption of new initiatives and processes within the team, ensuring smooth transitions and minimal disruption.

What You'll Bring

We're looking for someone with a minimum of five years of experience in a leadership role with a proven ability to coach and mentor direct reports. The ideal candidate will have extensive experience in client services, preferably within the financial services industry and a deep understanding of client needs and expectations.

You should also have:

• Demonstrated experience translating strategic plans into operational goals and successfully managing their execution.

• Strong problem-solving skills and a track record of driving process improvements.

• Experience in leading change initiatives and managing the impact of change on teams.

• Strong knowledge of risk management and compliance requirements within the financial services industry.

If you are a motivated leader who wants to make a real impact on how clients experience services, we'd love to hear from you.

At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.