Website:
midwinter.com.au
Job details:
Bravura’s Commitment and Mission
At Bravura Solutions, collaboration, diversity and excellence matter. We value your ideas, giving you room to be curious and innovate in an exciting, fast-paced, and flexible environment. We look for many different skills and abilities, as well as how you can add value to Bravura and our culture.
As a Global FinTech market leader and ASX listed company, Bravura is a trusted partner to over 350 leading financial services clients, delivering wealth management technology and products. We invest significantly in our technology hubs and innovation labs, which inspire and drive our creative, future-focused mindset. We take pride in developing cutting-edge, digital first technology solutions that support our clients to achieve financial security and prosperity for their customers.
About The Team
This role is responsible for ensuring a high standard of support is provided to Midwinter’s retail and corporate clients. The role requires you to respond to enquiries by email in a timely manner and provide excellent customer service. It is essential within this role you maintain a high level of client engagement and that client expectations are met. The role also includes the completion of administrative tasks and the preparation of regular reports to support operational oversight and decision‑making.
Whilst we expect all our employees to do what needs to be done to demonstrate their support of Midwinter & Bravura Solutions, below are some specific aspects of your role for which you will be responsible:
What You’ll Do
Application Support
- First line of support for clients’ cloud-based advice technology needs.
- Manage and maintain user access across platforms including AdviceOS, Digital, and InvestmentLink, including provisioning, deactivation, roles, and permissions in line with security policies
- Support onboarding and offboarding of client users across supported platforms
- Produce and maintain monthly user activity and access reports for management, ensuring accuracy and meaningful insights
- Troubleshoot basic technical and system issues, escalating complex matters to Level 2/technical teams as required
- Log, track, and manage all incidents and service requests through the ticketing system, ensuring tickets are updated with clear notes and resolution details
- Respond to all enquiries within agreed SLAs
- Follow established procedures while identifying issues, trends, and opportunities for improvement
- Assist in identifying recurring issues and contribute to continuous improvement initiatives
- Provide user guidance, support, and basic training on system functionality, including contributing to training materials where required
- Liaise with internal teams to ensure timely resolution of issues and a positive client experience
- Capture product enhancement opportunities and collaborate with internal stakeholders to support implementation
- Build and maintain a comprehensive knowledge base, including documentation of known issues and their resolutions
In addition to the above position-specific responsibilities, all employees are required to undertake any other reasonable duties and responsibilities within your capability and skills, when requested to do so.
Unleash your potential
To be successful in this role, your background and experience will include:
Key Skills
- Have a passion for customer service, a positive attitude, and an eye for detail
- Excellent verbal and written communication skills to adapt to technical and non-technical audiences.
- Exceptional organisational and time management skills; the ability to appropriately prioritise and avoid mismanaging workflow.
- Ability to work well under pressure.
- Be a team player, with the ability to take ownership of assigned tasks.
- Ability to engage with clients at a senior level to deliver successful commercial arrangements.
- Ability to articulate the value proposition of Midwinter products.
- Negotiation and dispute resolutions skills.
Qualifications And Experience
- Experience in a business or technology consulting company or as part of a Change/Technology team in retail financial services preferred.
- Midwinter AdviceOS or Digital platform experience preferred
- Understanding of the wealth management/financial planning industry
- Tertiary or professional qualification in IT/Computer Science. ITIL (desirable)
- Experience with customer service and relationship management.
- If you hold or are studying towards your RG146 (Diploma in Financial Planning) this is also advantageous.
- Exposure to Echo database and Snowflake is advantageous
Working at Bravura
Our people are the heart of our business. We work hard to provide a rich employee experience and a robust framework for ongoing career development.
- Competitive salary and employee benefits scheme.
- Flexible working hours, we value work-life balance.
- Maternity/ Parental (including secondary) leave policy.
- A cab facility is available in Delhi/NCR.
- Meal facility available
- Free Medical Insurance
So, what’s next?
We make hiring decisions based on your experience, skills and passion so even if you don’t match every listed skill or tick all the boxes, we’d still love to hear from you.
Please note that interviews are primarily conducted virtually and if you require any reasonable adjustments or would like to note which pronouns you use, please let us know.
All final applicants for this position will be asked to consent to a criminal record and background check. Please note that people with criminal records are not automatically barred from applying for this position. Each application will be considered on its merits.
Click on Apply to know more.