JULS WHITE
Sydney,NSW
Summary
Results-oriented Client Experience and Service Governance Leader with over 20 years in financial services. Enhanced service performance across diverse portfolios while ensuring regulatory compliance. Improved client sentiment and streamlined service reporting processes. Built high-performing teams and fostered strategic partnerships to elevate client service offerings.
Overview
25
25
years of professional experience
Work History
Head of Client Experience — Transfer Agency Australia
SS&C Technologies
05.2025 - Current
- Service governance, oversight & regulatory obligations
- Own client-level RAG and sentiment governance across a portfolio of 70+ clients including BT Financial Group, Northern Trust, BNP Paribas, Janus Henderson, Charter Hall, Insignia / MLC, Perpetual, State Street, PIMCO Australia, and Australian Unity — ensuring recurring service issues are visible, understood and escalated early.
- Owned client incident / investor complaint reporting and notification under ASIC RG 271 and APRA CPS 230, including regulatory notification obligations, and authored client-facing incident and business continuity communications to an approved template and approval chain.
- Represented SS&C in AFCA-escalated investor complaint matters, conducting root cause analysis, drafting client position papers, and outlining remediation commitments.
- Responsible Manager under SS&C's Australian Financial Services Licence — accountable for compliance attestations, AFSL governance obligations and board and committee pack review
- Developed and proposed a business case for KPI and Client Reporting Uplift across APAC registry and transfer agency clients, addressing false SLA breach flags, fragmented data sources, and absent root-cause commentary from APRA's thematic review, and establishing consolidated cross-client reporting and per-client CPS 230 compliance evidence artifact.
- Developed and proposed a business case for a new Regulatory Governance & Compliance Client Advisory function as a new revenue stream and competitive differentiator, with a phased implementation roadmap and indicative revenue modelling, presented to executive stakeholders.
- Led and supported the transition and migration of Investor / Adviser Servicing to the Global Contact centre, and adoption of the NICECxone platform.
- Recruited, developed and led a high-performing client experience leadership team, embedding client centricity and scalability into the operating model.
- Improved client sentiment and service satisfaction across Asset Services client base to an 81% positive rating.
- Delivered a 33% efficiency improvement within the first 12 months through process redesign and service model change, realising over $1m in savings — reduction in capacity.
Senior Manager, Adviser Solutions
Aware Super
03.2023 - 05.2025
- Owned the end-to-end strategy and service proposition for Aware's financial adviser channel — business structure, execution and service model — building trusted relationships with strategic partners and licensees and delivering digital-first solutions that provided "ease of business" to advisers at scale.
- Led Advice Solutions' business, providing strategic and operational expertise to enhance organisational effectiveness and refine value proposition.
- Designed and managed governance and trustee oversight reporting for advice-related activity, engaging with the Executive team, stakeholders, and external regulators to ensure compliance and transparency.
- Key achievements
- 58% increase in adviser registrations and a 120% increase in advised members in the first 12 months.
- Managed migration of advisory data from two external administration platforms to an in-house platform, ensuring seamless transition and data integrity.
- CSAT lifted from 5.15 to 9.13.
Strategic Partnership & Operations Manager
Super Fierce - Financial SaaS business offering independent digital super advice and coaching
08.2022 - 02.2023
- Overhauled customer experience journey and operational processes, ensuring compliance and streamlining partnership requirements for financial and non-financial partners.
- Built B2B and B2C brand awareness and drove growth through partnership and influencer activation; led product and go-to-market strategy and refined sales methodology.
- 420% increase in sales and 580% growth in the leads pipeline within the first three months.
- Generated over 1 million impressions across paid advertising through secured brand partnerships.
Strategic Partnership & Marketing Executive
Super-Rewards - Rewards Platform enabling 500+ leading Australian retailers to provide ca
10.2021 - 07.2022
- Owned full lifecycle responsibility for the SaaS offering to super funds, insurance providers and other distributors — spanning business development, relationship management and contract administration.
- Secured distribution partnerships with non-super organisations, including employer groups and industry associations, expanding market reach.
- Six distribution partnerships secured at no cost, providing access to 132,000 potential new users.
- Negotiated $28k in contract cost savings while managing expanded Chief Marketing Officer responsibilities.
- Developed shopping platform enabling 500+ leading Australian retailers to provide cashback into consumers' superannuation accounts.
- Key achievements
National Manager, Member Services
legalsuper
03.2016 - 05.2021
- Formulated and implemented the strategic plan for a high-quality member and employer services program focused on growth and retention.
- Developed and managed internal and third-party relationships to design and implement initiatives driving membership growth through innovative solutions.
- Engaged and oversaw relationships with senior decision-makers at large law firms and the legal community to enhance collaboration and service delivery.
- Achieved the highest overall satisfaction and engagement scores of any legalsuper business unit, with strong tenure and retention in the Member Services team.
- Achieved highest peer rating for employer overall satisfaction in 2019 NPS CSBA/FEAL benchmarking survey.
- Led national rollout and design of new CRM (Microsoft Dynamics), streamlining administration, optimizing processes, and managing education and project management.
- Established the Mental Health First Aid Australia strategic partnership, supporting training for 800+ people across the legal community.
Business Development & Key Account Manager
Kinetic Financial Services
09.2012 - 02.2016
- Acquired, onboarded 31 new businesses, adding over 26,000 employees to membership base.
- Developed, executed onboarding strategy for new superannuation payment platform across 400+ companies, retaining all clients through transition.
- Grew membership base by acquiring new company default superannuation arrangements and established B2B partnerships.
- Key achievements
National Transition Manager, Macquarie Adviser Services
Macquarie Group
04.2011 - 05.2012
- Led pilot transition service valued at $50m, followed by $75m implementation and established pipeline exceeding $2bn.
- Designed and managed transition service solution enabling advisory businesses to transfer funds under advice to Macquarie, leveraging existing Macquarie Adviser Services product and service suite.
- Led cross-functional teams to implement transition strategies effectively.
- Coordinated project timelines and resources for successful transitions.
- Facilitated stakeholder meetings to gather requirements and align objectives.
Senior Product Manager, Macquarie Wrap
Macquarie Group
12.2007 - 03.2011
- Led cross-functional teams to define product vision and strategy.
- Managed product lifecycle from ideation to launch in financial services.
- Identified improvements to commercial structure for strategic partners, generating additional revenue of $6m+ per annum for Macquarie and its partners.
- Managed outsourced administration service solutions for CBA Private Wealth, ING, Macquarie Wealth, and AMP/Hillross, enhancing client satisfaction and operational efficiency.
- Collaborated with stakeholders to gather and prioritise product requirements.
Business Services Manager, Macquarie Wrap
Macquarie Group
01.2005 - 11.2007
- Managed and implemented outsourced administration service solutions for strategic partners, dealer groups, and advisers, enhancing service delivery and client satisfaction.
- Researched and developed proposals and tenders for new business opportunities, contributing to strategic growth initiatives.
- Researched and developed proposals, tenders and key development projects for new business.
Training Relationship Manager, Macquarie Wrap
Macquarie Group
07.2001 - 12.2004
- Delivered training support and managed relationships for NSW and ACT Wrap advisory businesses on financial planning principles and Wrap product and service administration solutions.
- Australian global financial services group; Macquarie Wrap and Macquarie Adviser Services provided platform and outsourced administration solutions to advisory businesses and institutional partners.
- Strengthened client connections to enhance loyalty and satisfaction. to drive engagement and loyalty.
- Managed information flow between clients and internal teams to ensure efficiency. between clients and internal teams to ensure seamless service delivery.
- Reviewed client feedback to pinpoint service enhancement opportunities. to identify areas for service improvement.
Education
Master of Business Administration - Digital Business Management
Australian Institute of Business
11-2027
Graduate Diploma of Business Administration -
01-2025
Foundations of Intentional Leadership -
01-2021
Diploma of Financial Planning -
01-2005
Skills
- Client Experience Strategy
- Service governance frameworks
- Regulatory Governance & Compliance
- Service level agreements
- Service performance oversight
- Contract negotiation
- KPI reporting design
- Board reporting
- Cross-functional stakeholder influence
- Strategic planning
- Revenue assurance performance
- Digital Transformation
- Data Analytics Tools
- NICECxone
Software Platforms
- Microsoft 365 & Copilot
- AI Platforms - Claude, ChatGPT
- Atlassian
- Miro, Trello
- Adobe
Personal Information
Title: Service Governance | Revenue Assurance | Commercial Performance
ADVOCACY & CAUSES
Mental & Financial Health and Wellbeing, Community, Digital Optimisation, Gender Equality, Sustainability
Timeline
Head of Client Experience — Transfer Agency Australia
SS&C Technologies
05.2025 - Current
Senior Manager, Adviser Solutions
Aware Super
03.2023 - 05.2025
Strategic Partnership & Operations Manager
Super Fierce - Financial SaaS business offering independent digital super advice and coaching
08.2022 - 02.2023
Strategic Partnership & Marketing Executive
Super-Rewards - Rewards Platform enabling 500+ leading Australian retailers to provide ca
10.2021 - 07.2022
National Manager, Member Services
legalsuper
03.2016 - 05.2021
Business Development & Key Account Manager
Kinetic Financial Services
09.2012 - 02.2016
National Transition Manager, Macquarie Adviser Services
Macquarie Group
04.2011 - 05.2012
Senior Product Manager, Macquarie Wrap
Macquarie Group
12.2007 - 03.2011
Business Services Manager, Macquarie Wrap
Macquarie Group
01.2005 - 11.2007
Training Relationship Manager, Macquarie Wrap
Macquarie Group
07.2001 - 12.2004
Master of Business Administration - Digital Business Management
Australian Institute of Business