Key Responsibilities & Operational Scope

• Lead and steer and develop a case management team to deliver timely, high-quality outcomes for advisers and their support staff.
• Driving team performance, ensuring cases are resolved efficiently, and creating a positive and collaborative team environment.
• Your focus will be on delivering an excellent adviser experience while supporting continuous improvement across people, processes, and service delivery.

Candidate Profile & Required Qualifications

• Experience leading and coaching teams within case management, contact centres, or similar service-focused environments, with a strong focus on performance and quality outcomes.
• Knowledge of cash and wealth products and operational processes, with the ability to support confident decision-making and appropriate escalation when required.
• Experience using case management systems and digital tools, ideally within the Microsoft suite, alongside strong data analysis and reporting skills.
• Excellent communication and interpersonal skills, with the ability to build effective relationships with advisers, support staff, and internal stakeholders.
• A proactive, solutions-focused approach, with the ability to motivate teams, manage multiple priorities, and perform effectively during periods of change.

What Macquarie Offers

• Market-Leading Rewards: Competitive base remuneration supplemented by performance-linked incentive programs.
• Flexible Work Frameworks: Modern hybrid working arrangements supporting professional productivity and personal balance.
• Professional Development: Clear internal mobility pathways, technical skill enhancement, and professional accreditation support.
• Comprehensive Wellbeing: Access to employee assistance programs, holistic healthcare coverage, and dedicated wellbeing initiatives.
• Global Network & Impact: Collaborative engagement with cross-border teams across the Americas, EMEA, and Asia-Pacific regions.

Core Competencies & Key Technical Focus