What You'll Do
People & Leadership
- Lead multiple BPO teams through Team Leaders, providing clear direction, support and accountability.
- Build and develop a high-performing leadership cohort with strong succession capability and leadership consistency.
- Coach and support leaders in performance management, capability development, workforce planning and team engagement.
- Foster a collaborative, customer-focused culture aligned with Netwealth's values and operational standards.
Service Delivery & Client Experience
- Own end-to-end operational performance across all BPO teams, ensuring delivery against service, quality and productivity targets.
- Drive a culture of service excellence, enabling teams to deliver accurate, efficient and customer-focused outcomes.
- Monitor operational performance and proactively address capacity, workflow and service risks.
- Partner with Melbourne-based teams to ensure consistent service delivery and customer outcomes across locations.
Operational Excellence & Continuous Improvement
- Lead process improvement, automation and optimisation initiatives that enhance efficiency, quality and scalability.
- Drive operational resilience by reducing manual effort, rework and process complexity while maintaining effective controls.
- Support the successful implementation of system, product and process changes across BPO operations.
- Embed sustainable improvements that enhance team effectiveness and customer outcomes.
Risk, Compliance & Governance
- Ensure operational processes are documented, maintained and compliant with internal policies and regulatory requirements.
- Maintain strong adherence to AML/CTF, CDD and other regulatory obligations across all operational streams.
- Support effective incident, breach and risk management practices, focusing on root cause analysis and prevention of recurrence.
- Monitor service levels, controls and risk indicators to ensure strong operational governance and oversight.
Stakeholder Management
- Build trusted relationships with stakeholders across Customer Operations and the broader business.
- Partner closely with Melbourne-based teams to ensure alignment, knowledge sharing and consistent ways of working.
- Communicate operational, technical and regulatory information in a clear, practical and actionable manner.
- Represent the Vietnam BPO operation in service delivery, change and business improvement initiatives.
Who We're Looking For
- Significant operational leadership experience within financial services or a similarly regulated environment.
- Proven experience leading leaders and managing large, high-volume operational teams.
- Strong understanding of investment, operational risk, and regulatory requirements.
- Demonstrated success in workforce planning, service delivery, and operational performance management.
- Proven ability to drive operational excellence through process improvement, automation, and scalable operating models.
- Exceptional stakeholder engagement, communication, and leadership capabilities.
- Professional-level English communication skills. Experience working with offshore operations teams will be highly regarded.
What We Offer
- Attractive and competitive performance-based compensation package.
- Full gross salary during probation.
- Generous 13-month salary and dedication bonus.
- Comprehensive healthcare insurance package and annual health check-ups.
- Flexible check-in time before 10:00 AM on weekdays.
- 1-day remote work per week.
- 12 annual leave days, 5 sick leave days, 11 public holidays as required by Vietnamese Labor Law, plus one extra day off for Christmas.
- Opportunity to work on global projects, collaborate with international teams, and have business trip to Australia.
- Daily breakfast, Happy Thursday gatherings to connect with colleagues.
- Active sport clubs such as badminton, running, football, music clubs.
- Teambuilding activities, annual company trips, and year end party.
- Continuous learning opportunities through technical & soft skills training, English classes, and internal communities.
- Financial assistance for important life events, including marriage, childbirth, and bereavement, ensuring support at every stage of life.
