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About the Role

The Practice Manager will provide national leadership for Client Service and Paraplanning teams, ensuring operational teams are resourced, workflows are managed, and service standards are consistently met to support a high-quality client experience.

Responsibilities

• Lead and develop the Manager/Coach - Client Service and the Manager/Coach - Paraplanning.
• Establish clear performance expectations, service standards, and operational objectives.
• Foster a culture of accountability, collaboration, professionalism, and continuous improvement.
• Build leadership capability within operational teams, supporting succession planning and workforce development.
• Ensure consistent management practices across all operational functions and locations.
• Drive alignment of operational priorities with broader Wealth Advisory business objectives.
• Own workflow management across Client Service and Paraplanning functions nationally.
• Monitor work allocation, capacity utilization, and service delivery performance.
• Ensure resources are appropriately balanced to meet client and adviser demand.
• Identify emerging capacity constraints and implement strategies to maintain service levels.
• Oversee work-in-progress management and workflow reporting.
• Support workforce planning activities to ensure operational teams are appropriately structured and resourced.
• Provide recommendations regarding operational resource requirements and growth planning.
• Ensure operational processes are executed consistently across all practices.
• Promote adherence to agreed service standards, operating procedures, and business processes.
• Monitor service quality and operational performance across advice operations teams.
• Act as the escalation point for significant operational challenges, workflow issues, and service delivery risks.
• Support operational stability during periods of business growth, change, or increased demand.
• Drive disciplined execution of business-as-usual activities across operational teams.
• Ensure operational teams operate within established compliance, governance, and risk frameworks.
• Partner with Compliance and Risk functions to reinforce consistent operational practices.
• Monitor operational quality indicators and proactively address trends or emerging risks.
• Embed risk-aware behaviors across Client Service and Paraplanning teams.
• Support audit, remediation, and governance activities as required.
• Ensure operational processes remain aligned to regulatory and AFSL obligations.
• Own operational reporting relating to workflow performance, work-in-progress, capacity and utilization, service delivery metrics, and operational quality indicators.
• Analyze operational data to identify trends, bottlenecks, and improvement opportunities.
• Provide operational insights and recommendations to Wealth Advisory leadership.
• Identify opportunities to improve operational efficiency, scalability, and service quality.
• Lead implementation of approved operational improvement initiatives.
• Ensure operational changes are effectively embedded and sustained across teams.
• Work collaboratively with Service Design, Technology & Data, Compliance, and Wealth Advisory leadership to support change initiatives.
• Monitor the effectiveness of implemented improvements and drive ongoing optimization.

Requirements

• 8+ years' experience in financial advice operations, paraplanning, client services, or business operations leadership.
• Demonstrated experience leading operational teams across multiple locations.
• Experience managing workflow, service delivery, and capacity planning functions.
• Strong understanding of advice operations within an AFSL environment.
• Proven ability to drive operational improvements and embed change successfully.
• Experience developing leaders and building high-performing teams.
• Strong understanding of governance, compliance, and risk-management frameworks.
• Demonstrated ability to balance service quality, operational efficiency, and business priorities.

Skills

• XPLAN
• Microsoft 365

Location

• Sydney
• Melbourne
• Brisbane
• Gold Coast

Work Type

• Full-time

Experience Level

• 8+ years

About the Company

• Focus Partners Australia is part of Focus Financial Partners, a leading financial services firm based in the United States, comprised of wealth management, family office, and business management services.
• Focus Partners Australia offers integrated capabilities in investment and portfolio management, accounting, lending, insurance, and related services from its offices in Sydney, Melbourne, Brisbane, and the Gold Coast.
• Guided by a client-first ethos, we leverage the global expertise, platforms, and capital strength of Focus Financial Partners to deliver holistic, fiduciary guidance across strategic planning, portfolio management, insurance, credit, and tax.
• By fusing local insight with world-class resources, Focus Partners Australia helps its clients protect, grow, and transition their wealth at every life stage.