About the Role

Fisher Funds is seeking a Senior Manager Client Experience to play a pivotal role in shaping and executing our client engagement strategy whilst leading our Wellington based team. This role is instrumental in supporting the development and wellbeing of our frontline teams who interact with clients across multiple channels. As a key leader within the Client Experience team, you’ll be responsible for translating operational strategy into action, overseeing team performance, and fostering a culture of excellence and care.

Key Responsibilities

Leadership & Team Development

• Lead and manage a team of client experience professionals, ensuring they are motivated, engaged, and equipped to deliver exceptional service.
• Provide pastoral care and development opportunities, supporting individual growth through coaching, mentoring, and tailored development plans.
• Encourage collaboration and knowledge sharing across the team to build capability and consistency in service delivery.

Operational Strategy & Execution

• Translate the Client Experience strategy into actionable plans, aligning team goals and activities with broader business objectives.
• Oversee the implementation of common practice models, processes, and standards, ensuring consistency and efficiency across all client experience functions.
• Drive the adoption of Operational Excellence practices, embedding continuous improvement methodologies and fostering a culture of innovation.
• Monitor team performance and service metrics, using data and insights to identify opportunities for improvement and ensure delivery of strategic outcomes.
• Collaborate with internal stakeholders to align operational initiatives with cross-functional priorities and ensure seamless execution.

Client Experience & Service Delivery

• Ensure consistent, high-quality service across all client interaction channels, including phone, email, digital platforms, and in-person engagements.
• Champion a client-first mindset, embedding empathy, responsiveness, and professionalism in every client interaction.
• Support initiatives that enhance the overall client journey, contributing to the design and delivery of experiences that build trust, loyalty, and satisfaction.
• Identify and resolve service delivery challenges, ensuring timely and effective solutions that uphold Fisher Funds’ reputation.

Stakeholder Engagement & Collaboration

• Build strong relationships with internal teams including Managed Funds, Growth, and Operations to ensure alignment and collaboration across the business.
• Represent the Client Experience team in cross-functional projects and initiatives, advocating for client-centric outcomes.
• Communicate effectively with General Managers and the Exec team, providing updates on team performance, challenges, and opportunities.
• Partner with other leaders to share insights, best practices, and contribute to a unified approach to client engagement.
• Support change initiatives by engaging stakeholders, managing expectations, and ensuring smooth transitions.

Skills and Experience Required

Leadership & People Management

• Proven experience leading and managing high-performing teams in client service or customer experience environments.
• Strong coaching and mentoring skills, with a focus on team development and wellbeing.
• Ability to foster a values-driven culture that promotes ambition, generosity, inspiration, and excellence.

Operational & Strategic Capability

• Demonstrated ability to translate strategic objectives into actionable plans and measurable outcomes.
• Experience implementing operational standards, process improvements, and common practice models.

Client Experience Expertise

• Deep understanding of client service principles and best practices across multiple channels (phone, email, digital, in-person).
• Proven ability to champion a client-first mindset and deliver exceptional customer outcomes.
• Experience designing and supporting initiatives that enhance the client journey and satisfaction.

Stakeholder Engagement & Communication

• Strong interpersonal and communication skills, with the ability to influence and collaborate across teams and leadership levels.
• Experience working cross-functionally with internal stakeholders to align goals and drive shared outcomes.
• Ability to represent the Client Experience function in strategic discussions and change initiatives.

Other Attributes

• High level of emotional intelligence and empathy, particularly in supporting team wellbeing.
• Analytical mindset with the ability to interpret performance data and identify improvement opportunities.
• Passion for innovation and continuous learning in a dynamic, client-focused environment.

Why Fisher Funds?

Fisher Funds is one of New Zealand’s leading investment management firms, with a strong focus on delivering long-term value for our clients.

At Fisher Funds, we don’t just manage wealth; we help Kiwis secure their financial futures. Here’s what makes us stand out:

Wellbeing First: Enjoy Southern Cross Health Insurance and life insurance coverage.

Grow Your Career: Access professional development opportunities to reach your full potential.

Enhanced leave: A generous parental leave package, community leave so you can volunteer in a way that is meaningful to you, and birthday leave so you can celebrate with your nearest and dearest.

Collaborative Culture: Join a team that values support, innovation, and having fun while doing meaningful work.

About Fisher Funds:

Fisher Funds is one of New Zealand’s largest specialist wealth management companies, operating for 25 years.

We’re on a mission to help Kiwis realise their ambitions by making investing accessible and enjoyable.

We currently support nearly 500,000 Kiwis on their investment journey across KiwiSaver and Managed Funds products, with over $24 billion in funds under management.

Our in-house investment team is one of the largest and most experienced in New Zealand investing in a range of portfolios throughout the world

We have one of the largest client services teams in New Zealand and an award-winning one at that.

This is a truly collaborative, team player office where everyone is passionate about what they do and the difference they can make.

Our vibrant and buzzing head office is based in central Wellington, with an on-site gym and other modern facilities.

For successful candidates, Fisher Funds conducts mandatory background screening in accordance with current legislation (including police and credit checks as part of our interview process). To apply for this vacancy, you also MUST be a New Zealand citizen, resident, or have already secured the right to work in New Zealand and therefore hold a valid visa.

Applications Close – 12 September 2025