Case Manager - Customer Support

ASX: Powering Australia's financial markets

Why join the ASX?

When you join ASX, you're joining a company with a strong purpose - to power a stronger economic future by enabling a fair and dynamic marketplace for all.

In your new role, you'll be part of a leading global securities exchange with a strong brand. We are known for being a trusted market operator and an exciting data hub.

Want to know why we are a great place to work, click on the link to learn more.

www.asx.com.au/about/careers/a-great-place-to-work

We are more than a securities exchange!

The ASX team brings together talented people from a diverse range of disciplines.

We run critical market infrastructure, with 1 in 3 people employed within technology. Yet we have a unique complexity of roles across a range of disciplines such as operations, program delivery, financial products, investor engagement, risk and compliance.

We're proud to foster a workplace where diversity is celebrated and inclusion is part of our everyday culture. Our employee-led networks champion LGBTIQ+ inclusion, promote gender equality, accessibility and wellbeing, inspire giving and volunteering, and celebrate cultural and religious events, creating a sense of belonging for all. As an AWEI Bronze employer and member of the Champions of Change Coalition for gender equality, we're committed to a fair and inclusive workplace where everyone can thrive.

About the team:

The Customer Support Case Manager will play a critical role in supporting the CHESS Replacement Project by managing and triaging customer support cases. This position ensures timely, accurate, and professional handling of customer queries, contributing to a positive customer experience and smooth project delivery.

The role will work alongside the CHESS Project Stakeholder Engagement team, the S&P Operations Team and the Customer Technical Support teams to case manage operational and functional customer queries from receipt and triage through to completion and customer response.

What you will be doing:

How we do things at ASX is just as important as what we do. This means, if you're a people leader, you will be responsible for both the core duties outlined below, and providing leadership to your team to ensure we foster a collaborative, inclusive team environment, where people feel empowered, accountable, and deeply connected (as outlined in our Leadership Principles).

Case Management

• Triage incoming customer queries related to the CHESS Replacement Project.
• Assign cases to appropriate internal teams based on complexity and priority.
• Monitor case progress and ensure timely resolution.
• Work with Line 2 and 3 SMEs and team leaders to track and manage resolution of customer cases in appropriate timeframes.
• Report on performance of the case management processes in terms of volume, duration and completion rates.

Customer Communication :

• Provide clear, concise updates to customers and other teams on case status.
• Escalate issues promptly when required.

Collaboration :

• Work closely with internal stakeholders including Technology Support, Functional and Operational teams, Stakeholder Engagement, and Project teams.
• Maintain accurate records in case management systems.

Continuous Improvement :

• Identify trends in customer queries and recommend process improvements.
• Contribute to knowledge base development for common issues and resolutions.

What you will bring:

Must have

• Strong customer service and communication skills.
• Experience in case management or support operations within financial services or technology projects.
• Ability to manage multiple priorities in a fast-paced environment.
• Familiarity with CHESS or post-trade systems is desirable.

Nice to have:

• Relevant tertiary qualifications in business, finance, or related discipline preferred.
• Previous experience in customer support, case management or project management preferred

We make hiring decisions based on your skills, capabilities and experience, and how you'll help us to live our values. We encourage you to apply even if you don't meet all the criteria of this role. If you need any adjustments during the application or interview process to help you present your best self, please let us know.

At ASX Group, our diverse workforce is essential to build and maintain a fair and dynamic marketplace. We support flexible working and offer hybrid working options. Even if our roles are advertised as full-time, we encourage you to apply if you are interested in part-time or other flexible working arrangements.

We will arrange for successful candidates to have background checks, including reference and police checks completed as part of the on-boarding process.