The first step in knowing what to expect from your strata manager is to understand the contract duties as set out in the schedules of your strata management agreement (see Guide to the proposal schedules 4).
In addition to looking after your building, your manager probably has many other strata buildings to manage, all of which are a call on their time. If it's a larger company they will work with other departments within their company (e.g. marketing, secretarial, accounts, finance) to provide you with the contracted services. They often have a more junior assistant helping them with their portfolio who will be able to deal with your queries in their absence.
A strata manager must keep the owners corporation informed as to what they are doing. They must give details of trust accounts and financial transactions when requested in writing by the owners corporation. The owners corporation and its executive committee can still carry out its duties even if it has delegated them to a strata manager.
Relevant NSW Legislation: Strata Schemes Management Act (2015)
Sections 52 & 53: What functions of an owners corporation can a strata managing agent exercise?
Section 55: Strata managing agent to record exercise of functions
Section 58: Information may be required relating to strata managing agent's trust account
Section 58: Information may be required relating to other accounts of the strata managing agent
Section 59: Information may be required relating to money received and other transactions by the strata managing agent from the owners corporation
Section 61: Procedure for requiring information from strata managing agent