General Manager - Customer Service and Support
About Netwealth
Netwealth isn't just a company. We're shaping the future of wealth in Australia. Our award-winning platform and NextGen technology empower advisers and investors to achieve more, and we're proud to be recognised as one of Australia's most innovative FinTech businesses.
Since 1999, we've grown rapidly by challenging the status quo. We move fast, think big, and stay agile. Free from unnecessary bureaucracy so we can deliver smarter solutions for our clients and create real impact.
But what truly sets us apart? Our people. We're a team of curious, optimistic and courageous individuals who collaborate to make life better for more Australians. We value authenticity, and agility, and we believe in creating an environment where you can do your best work, grow your career, and feel part of something meaningful.
If you're looking for a place where your ideas matter, where innovation is celebrated, and where you can help shape a brighter financial future, join us at Netwealth.
The Opportunity
Netwealth has created a new General Manager - Customer Service and Support role to lead the next chapter of our service and customer experience evolution.
This role brings together several critical, customer-facing centres of excellence that collectively shape how advisers and clients experience Netwealth every day.
With approximately 140 people across Service and Contact Centre, Private Wealth Services, Onboarding and Maintenance functions, and four direct reports, this is a senior, highly visible leadership role with the scope to set direction, establish standards and design a service model that can scale with the business.
Netwealth has a strong service heritage and an ambitious future. As we continue to grow, this role is about strengthening foundations, modernising service delivery and building a consistently excellent end-to-end experience that reflects a leading, contemporary platform.
You'll be responsible for;
Defining best-in-class service across the end-to-end customer journey
Designing and leading a modern service organisation including contact centre excellence
Lifting performance and quality, empowering teams to make confident, customer-led decisions
Simplifying and scaling service delivery through AI, automation and smarter ways of working
Owning the service proposition externally, including major advisor and client engagements
About you
You are a highly experienced service leader who has built, scaled or evolved complex service environments and is motivated by creating exceptional customer experience at scale. You bring deep expertise from large, customer facing organisations, ideally outside traditional financial services, where service excellent, operational rigour and brand reputation matter.
Skills and experience you'll bring:
A strong track record leading large-scale service or contact centre operations
Experience designing operating models that balance customer experience, efficiency and risk
A simplification mindset, with the ability to streamline work and remove unnecessary complexity
Practical experience leveraging AI and Automation to optimise service delivery
A leadership style that is positive, empowering and decisive
Executive presence and confidence representing service in senior internal and external forums
Life At Netwealth
At Netwealth, we believe a fulfilling career is built on growth, balance, and belonging. Our people are our greatest strength, and we’re committed to supporting you at every stage of life because when you thrive, so do we.
We're proud to be recognised as one of Australia's top 5 companies for Career Development (endorsed by WORK180). From further education and diverse training opportunities to strong support for internal mobility. Your career can grow here.
Our flexible hybrid model supports balance, with just 4 days in the office each fortnight. When you’re in, you’ll enjoy working from one of our modern, thoughtfully designed spaces across Australia – including our state-of-the-art Melbourne CBD office. All locations feature contemporary facilities to make your day comfortable, and in Melbourne, you’ll also enjoy perks like end-of-trip amenities and daily breakfast to make your commute easier.
We offer benefits designed for your wellbeing and personal development, including;
Family-friendly support: Paid parental leave and a fully funded school holiday program
Wellness perks: CU Health (virtual healthcare), income protection, flu shots, wellness weeks, retail discounts and financial wellbeing services
A vibrant culture: social events, trivia nights, and corporate sports
Employee Resource Groups: LGBTQIA+, DAWN (Development and Accelerating Women at Netwealth), Culture Group and Carers Group
Community Impact: Paid volunteering and our Netwealth Impact Group
We're proud of our inclusive and diverse workforce and encourage everyone to bring their genuine selves to work. It's one of our core values. We're committed to equity and inclusion through our gender equality, disability, LGBTQIA+, wellbeing and cultural initiatives. And we're certified by WORK180, Family Friendly Workplaces and Great Places to Work.
If you're excited by the opportunity but don't meet every requirements, we still encourage you to apply. Research shows people often hesitate unless they tick every box. We value potential and passion just as much.
Need adjustments during the recruitment process? Contact us at people@netwealth.com.au
Apply now and help us shape a brighter financial future!