Client Solutions Manager

Client Solutions Manager Be part of an organisation that is challenging the status quo and reshaping investing in New Zealand. Join our team About Kernel Kernel is growing! We’ve grown 100%+ year on year for the past six years. With 60K customers today and growth on track to reach 100K by the end of next year. We’re on a mission to help Kiwis build wealth, improve financial literacy, and create lasting saving and investing habits. Our investment platform makes investing simple and accessible, with tools and guidance to support long-term financial goals. We’re at an exciting stage, scaling fast, expanding our team, and building the foundations for the next phase of growth. Our culture is collaborative, hands-on and ambitious. Things move quickly here, and every person plays a key role in shaping what we become. About the role This role sits at the intersection of Client Success and Distribution. You'll be the person our advisers, consultants, wholesale clients and internal teams turn to when questions become more complex. Whether it's helping explain fund performance, responding to adviser queries, supporting high-net-worth clients, managing escalated complaints, or investigating technical investment questions, you'll be a trusted resource across the business. You'll be working across a broad range of client and adviser interactions, requiring strong investigation skills, commercial judgement and the ability to communicate confidently with sophisticated audiences. What You'll Be Doing Respond to complex investment, KiwiSaver, product and platform queries from advisers, consultants and clients Support due diligence requests, RFPs, consultant questionnaires and other technical information requests Build trusted relationships with advisers, wholesale and high-net-worth clients while supporting onboarding and ongoing engagement Investigate and resolve complex customer issues, complaints and escalations in partnership with Compliance and operational teams Partner with Investment Operations, Product and theyDistribution teams to research, translate and communicate technical information clearly Identify trends, insights and opportunities to improve client experience, products and internal processes. About You You may come from funds management, financial advisory, client services, adviser support or wealth management. Most importantly, you're someone who enjoys diving into complex questions, finding answers and communicating them in a way that others can understand. You’re a person who can act as the bridge between technical specialists and customers, translating complex information into clear, practical and meaningful solutions. You'll Bring: 5-7 years experience within the New Zealand financial services sector A solid understanding of investment products, KiwiSaver and managed funds The ability to communicate confidently with advisers, consultants and customers Strong analytical and investigation skills Excellent written and verbal communication skills Sound judgement and a high level of professionalism Experience managing complex customer issues, complaints or escalations Strong relationship management and stakeholder engagement capability A proactive, self-directed approach to work Why You’ll love it at Kernel Connecting Kiwis with investment products that are designed in a way no other fintech in New Zealand is approaching, connecting everyday financial goals with intuitive, customer-first experiences. Contribute to a platform trusted by tens of thousands of Kiwis, helping them feel more confident and in control of their money. Execute across a broad range of Kernel’s Customer function initiatives, with the autonomy to test improvements, learn from customer insights, and scale what enhances the overall experience. Join a team built on trust, collaboration, and flexibility, where feedback is constructive and everyone has a voice. Competitive compensation package Health insurance, parental leave top-up, and professional development support Extra Kernal holidays Office snacks, coffee, and a dog-friendly environment Join our team Not sure you meet every requirement? We encourage you to apply. We value growth, impact, and mindset just as much as specific experience. If this opportunity sounds like you, send us your cover letter explaining why you’re excited about the role and working at Kernel, along with your CV. Visit our careers page: kernelwealth.co.nz/our-team for more on working at Kernel and follow us on LinkedIn & Instagram to stay connected. Department Customer Success Locations Auckland HQ Remote status Hybrid About Kernel Wealth Kernel is on a mission to help everyone become wealthier. We’re a platform offering a range of investment products and innovative tools and technology to grow wealth - with ease and all in one place. We’re passionate about leveraging technology and our financial expertise to create the best way to grow and manage money. Our trusted passive investment approach takes the guesswork out of creating a diversified portfolio while remaining cost-effective and accessible. We help busy and ambitious Kiwis including families, individuals, iwi groups and charitable trusts achieve their goals, gain financial stability and unlock more opportunities. Founded in 2019 Co-workers 41