Magdalena Theocharous

• Enhanced employee engagement by implementing innovative HR programs and initiatives.
• Streamlined HR processes for increased efficiency and cost savings.
• Collaborated closely with department managers to address employee relations issues effectively and fairly.
• Elevated internal communication channels to foster transparency between employees across all levels of the organisation.
• Managed benefits administration tasks, ensuring accurate record-keeping and timely processing of enrolments, changes, and terminations.
• Evaluated employee onboarding programs and presented strategic improvement recommendations to upper management.
• Trained and guided team members to maintain high productivity and performance metrics.
• Lead a team of three People Operations Administrators.
• Supervised and coordinated onboarding and offboarding procedures for our workforce.
• Oversaw leave escalations across the company.
• Drove automation and process enhancement efforts.
• Drafted and distributed various Employment Agreements across the business.

• Collaborated with department heads to identify skill gaps and develop targeted training solutions for the Wealth Division.
• Optimised existing e-learning courses by incorporating interactive multimedia elements to enhance user experience.
• Streamlined onboarding processes for new hires, resulting in reduced time to productivity.
• Evaluated the effectiveness of training programs using key performance indicators and adjusted content as needed.
• Developed strong partnerships with external vendors to provide diverse learning opportunities for employees.
• Created customised leadership development programs, resulting in improved management skills across the organisation.
• Increased employee satisfaction scores related to career development opportunities by implementing a transparent internal promotion process.

• Enhanced client satisfaction by addressing concerns and providing timely solutions.
• Managed multiple projects simultaneously, ensuring timely completion and high-quality outcomes.
• Implemented key performance indicators to monitor team performance, driving continuous improvement initiatives.
• Supervise and mentor 4 Senior Client Service Managers located in Sydney, Canberra, Dubbo, and Albury.
• Reduced turnaround times on client requests by streamlining work processes.
• Designed training programs for new hires, expediting their integration into the team and enhancing their skill set.
• Cultivate relationships with Key Stakeholders, including Managing Partners, Senior Partners, and Head of Client Services.
• Lead Senior Client Service and KPI meetings.
• Approve all client service staff in NSW & ACT.

• Management of 13 Client Service staff in the Sydney office and assisting with Client Service staff queries interstate.
• Acting as the Senior Client Service Manager for Canberra.
• Managing and attending to a Team of 5 Advisers as well as being the go-to for the remaining 20 Advisers/Associates.
• Family Office Coordinator (an extra contact for the use of the Salesforce system, logging future opportunities and their progression until completion)
• Completing transactional tasks for VIP and HNW clients.
• Training new staff with development plans and progression plans.
• Management of Personal Improvement Plans of staff where needed

• Compiling reconciliation letters, Client Portfolios and reports on a monthly, bi-annual, and annual schedule.
• Participating in fortnightly meetings with the adviser team to address raised concerns.
• Serving as the Family Office Coordinator, acting as an additional contact for utilising the Salesforce system, logging future opportunities and tracking their progress until completion.
• Conducting client meetings to deliver monthly/quarterly reporting on accounts.
• Supervising a team of 5 Advisers.
• Recording minutes and delivering updates during the bi-weekly Adviser meetings.
• Executing tasks such as implementing Statement of Advice, rebalancing accounts, selling down portfolios, opening accounts and maintaining accounts.

• Maintained detailed records of client interactions, enabling better tracking of account history and facilitating continuity among team members handling the same accounts.
• Acted as an advocate for both the company's interests as well as those of clients, ensuring that all parties'' needs were met in a mutually beneficial manner.
• Managed multiple client accounts simultaneously, prioritising tasks effectively to meet deadlines without compromising quality.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Managed receptionist area by greeting visitors, responding to telephone, and email inquiries and providing information for in-person requests.

• Enhanced client satisfaction by promptly addressing inquiries and resolving issues.
• Maintained detailed records of client interactions and transactions for easy reference during future engagements.
• Acted as liaison between clients and company resources, ensuring timely resolutions to complex issues.
• Collecting and sending out mail/parcels, logging all mail outgoing, ordering express post and plain/window envelopes, distribution of mail to relevant parties
• Logging returned forms that have been signed and sighted by clients (Preparing relevant paperwork in relation to advice provided to the client by their adviser, logging the return of signed forms and accompanying documents and implementation of signed forms and agreed advice until completion)
• Provided financial administrative support by processing invoices, expense reports, and managing budgets related to client services activities.

• Setting up rooms for appointments, making coffee etc

• General office maintenance