Universal Outsourcing

Finance Companies

Client Experience Manager

Views: 48|Published on: Sep 25, 2026|

Banking / Insurance /Financial Services

+3 more

Mid Level

Full Time

Vacancy: 1

Kathmandu|

Experience: More than 2 years|

Not Disclosed

Job Description

Roles and responsibilities of this job

The Client Experience Manager will lead the client and broker experience while supporting the overall operational performance of the business.

This role combines client relationship management, team supervision, quality management, ISO compliance, process improvement, and operational oversight to ensure we consistently deliver a high standard of service to our clients and business partners.

Key Responsibilities

Client & broker relationships - Build strong relationships and ensure a consistently high level of service.
Client experience & service quality - Oversee the client journey and identify opportunities to improve service delivery.
Team supervision & performance - Supervise teams, monitor performance, and work with HR on performance reviews and development.
Operational standards - Ensure teams follow established processes, SOPs, KPIs, and business standards.
Quality & ISO compliance - Support ISO certification, QMS requirements, internal audits, and continuous quality improvement.
Process improvement - Identify operational gaps and lead improvements to workflows, processes, and controls.
Reporting & performance insights - Oversee weekly operational reporting and provide updates to Senior Management.
Stakeholder & issue management - Act as an escalation point for client, broker, and operational matters.

Job Specification

Required qualifications for this job

Required Education Level:Under Graduate (Bachelor)

Required Experience:More than 2 years

Other Specification

2+ years of experience in the Australian Mortgage Industry or financial services.
Strong client and broker relationship skills with confidence managing external stakeholders.
Leadership and supervision experience, with the ability to guide teams and manage performance.
Excellent communication and problem-solving skills with a professional and solutions-focused approach.
Strong understanding of operations, processes, and quality standards.
Knowledge of ISO/QMS, compliance, and audit processes is highly desirable.
Experience with process improvement, SOPs, KPIs, and operational reporting.
Strong organisational and time-management skills, with the ability to manage multiple priorities.
A proactive, detail-oriented, and accountability-driven mindset.

What's in it for you?

Social Security Fund (SSF)
Performance Reviews
Paid Annual Leave and Sick Leave
Additional Paid Leave
Weekends Off (Saturday/Sunday)
Festival Bonus
Facility of Breakfast and Lunch
Accident and Medical Insurance Coverage
Team Building Activities and Retreats
Continuous Learning and Development Opportunities
Career Growth within the Company
Training and Development Programs

Note: Competitive salary package, commensurate with the candidate’s qualifications and experience.

Our Hiring Process

Phone Interview: Only shortlisted candidates will be contacted for an initial phone screening.
Video Submission: Submit a short introduction video in English of up to 5 - 7 minutes.
In-Person Interview: A detailed discussion about the position, responsibilities, and expectations will take place during the face-to-face interview.
Final Step: Reference checks will be conducted to validate previous work performance and assess suitability for the team.

Skills Required

Required skills for this job

Communication

Leadership

Time Management

Reporting

Detail-Oriented

Client Relation

Relationship-Building Skills

Salary

Offered financial and non-financial compensation for this job

Offered Salary:Not Disclosed

Applying Procedure

Click on Login to Apply to get the email address / external link to apply.

Note: You need to be a registered jobseeker to view the applying email address / external link.

Apply Before: Oct 10, 2026

About the organization

Universal Outsourcing

Finance Companies

Maitidevi, Kathmandu

Universal Outsourcing is a Business Process Outsourcing company, recently established in 2023. We are providing outsourcing solutions to Mortgage Brokers in Australia in delivering a positive end-to-lending experience to the clients.

We are a business process outsourcing (BPO) company that specializes in serving the Australian mortgage broking industry.

We offer a variety of industry-specific services that ultimately result in increased efficiency, significant cost savings, streamlined operations, and scalability for your mortgage broker business.

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