Customer Support Case Manager

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.

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.

Case Management

• Triage incoming customer queries related to the CHESS Replacement Project.
• Assign cases to appropriate internal teams based on complexity and priority, ensuring and proper tracking and assignment process are followed in the case management system
• Work with Line 2 and 3 SMEs and team leaders to track and manage resolution of customer cases in appropriate timeframes.
• Monitor case progress and ensure timely resolution, where necessary escalate outstanding cases that require attention in daily and weekly project forums.
• Were necessary log into the test environment to confirm system status/behaviour as described by the customer before assigning to internal team.
• Generate regular reporting on the 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.
• Ensure all communications and updates are provided within required SLA’s
• 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 to support both scheduled and ad hoc reporting requests by project leadership
• Participate in daily and weekly standups to provide input on decision around external documentation updates, issue handling and customer case management

Continuous Improvement :

• Identify trends in customer queries and recommend process improvements.
• Contribute to knowledge base development for common issues and resolutions.
• Identify and deliver enhancements to case management handling and reporting process

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 View email address on us.fitly.work.

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.

To be considered for this position, candidates must be legally authorised to work in Australia on a permanent basis without any restrictions.