Head of CRM - Australia

The Apex Group was established in Bermuda in 2003 and is now one of the world’s largest fund administration and middle office solutions providers.

Our business is unique in its ability to reach globally, service locally and provide cross-jurisdictional services. With our clients at the heart of everything we do, our hard-working team has successfully delivered on an unprecedented growth and transformation journey, and we are now represented by over circa 13,000 employees across 112 offices worldwide.Your career with us should reflect your energy and passion.

That’s why, at Apex Group, we will do more than simply ‘empower’ you. We will work to supercharge your unique skills and experience.

Take the lead and we’ll give you the support you need to be at the top of your game. And we offer you the freedom to be a positive disrupter and turn big ideas into bold, industry-changing realities.

For our business, for clients, and for you

Apex Group is seeking a professional to act as the primary point of contact for all client enquiries, coordinating closely with internal stakeholders to ensure effective resolution and the highest levels of client satisfaction, while actively managing and strengthening client relationships in collaboration with the Client Services team.

Job Responsibilities:

The role duties and responsibilities will include but not limited to the following:   

• Manage the overall relationship management function for the Australian Apex Funds business, delivering this directly or with the support of a team (both direct and indirect reports).
• Maintain and grow relationships with our broad range of investment manager clients and prospects.
• Act as the dedicated point of contact for assigned clients, proactively managing the relationship and positioning Apex as a trusted advisor.
• Lead the resolution of client issues by participating in incident, problem and change-request processes, acting as the client advocate throughout.
• Develop, implement and monitor service level agreements (SLAs) with clients.
• Coordinate and action client requests, engaging internal stakeholders to ensure timely and accurate responses.
• Manage regular client communications, including ad hoc presentations, reporting and events.
• Contribute to the development of the annual business plan and budgets for the Australian Funds business.
• Support preparation of Board and management papers, as required.
• Delivery of monthly and quarterly client reporting packs for assigned clients.
• Assist in coordinating new product onboardings and transitions for both existing and new clients.
• Conduct regular client check-ins to understand evolving needs and ensure satisfaction with the services provided.
• Lead face-to-face meetings with assigned clients, representing Apex professionally and confidently.
• Champion the Apex service offering within the existing client base to enhance engagement and visibility of capabilities.
• Oversee administration and maintenance of Salesforce to ensure accurate and efficient communication with clients and internal teams.
• Provide timely updates to internal stakeholders (Compliance, Operations, Finance, etc.) regarding new or exiting funds, onboarding activity or changes requiring internal action.
• Identify and pursue revenue-growth opportunities through cross-selling, up-selling, follow-on work, contract reviews and identifying/remediating scope creep.
• Oversee completion and accuracy of billing items for assigned clients, ensuring correct application of fee schedules, timely billing and proactive resolution of discrepancies.

Proven Experience & Qualifications:

• Bachelor Degree in Business or Finance-related discipline
• Experience in funds administration, funds management or a custodian
• At least 7+ years’ experience in a corporate environment
• Experience in managing business to business relationships.
• The ability to persuade, influence and negotiate desired outcomes with credibility in the B2B financial markets environment;
• Good understanding and keen interest in Australia’s investment management industry.
• Exposure to business strategy, business process development, governance processes, management, budgeting, and administrative operations is a plus.
• Advanced experience with Microsoft Suite

Skills Required:

• Ability to work well under pressure;
• Pro-active individual who takes ownership and responsibility autonomously.
• Strong collaborative approach and team player;
• Strong communication and analytical skills;
• Strong customer service focus
• Strong relationship management skills
• Strong communication skills both oral and written;
• Strong problem-solving skills;
• Flexibility to adapt in a fast paced, evolving environment;
• Ability to work manage own timeline and prioritise tasks so as to meet client/internal deadlines.

Disclaimer: Unsolicited CVs sent to Apex (Talent Acquisition Team or Hiring Managers) by recruitment agencies will not be accepted for this position. Apex operates a direct sourcing model and where agency assistance is required, the Talent Acquisition team will engage directly with our exclusive recruitment partners.