Position Summary 

The purpose of the Client Service Manager (CSM) is to proactively assist the Financial Adviser/s to exceed their clients’ expectations and financial planning requirements by assuming responsibility for the day-to-day administration and implementation activities. On behalf of Focus Partners Australia Wealth and the Financial Adviser’s proactively and professionally liaise with and provide support to clients, to exceed their expectations.

This role is located in Brisbane, Queensland, Australia.

Primary Responsibilities

• First point of contact with client and triaging client calls and emails for advisers.
• Prepare for client meetings and proactively support the Client Services team by effectively and efficiently managing assigned duties.
• Coordinate client meeting bookings for the Financial Adviser(s) and manage all meeting requirements.
• Prepare the required documentation for meetings.
• Identify and advise the client of any information/documentation required to have available for the meeting.
• Attend client meetings and take appropriate meeting notes – as required.
• Record actions and tasks in Financial Planning administration system.
• Take ownership and proactively manage assigned responsibilities on behalf of the Financial Adviser/s.
• Liaise with external parties (product providers and the clients other professional advisers) to collect client information
• Proactively support Financial Adviser (s)by effectively and efficiently managing the assigned tasks as required by the Financial Adviser(s).
• Coordinate and liaise between clients, Adviser/s, Accountants (internal & external) and other teams/external organisations e.g. ATO, Centrelink, fund managers and superannuation companies.
• Liaise with clients to keep them informed of the status of the strategy recommendations implementation.
• Agree on approach with the Financial Adviser(s) relating to management of client reviews.
• Complete and send out Annual Engagements and Fee Consent forms.
• Complete required documentation to support the review process including but not limited to: Fact Find.
  • Current Financial Plan.
  • Financial Planning software reports.
  • Other documents may apply to specific processes
• Attend relevant courses and actively take part in training or other activities to stay current with financial planning administration, client service and implementation practices

Qualifications

• Minimum 5+ year experience in a client service manager or similar role.
• Experience within Financial Services industry a requirement
• Exceptional organisational and time-management skills.
• Strong ability to coordinate workflow and deliver against deadlines
• Exceptional client service skills
• Strong attention to detail

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. Discover more about Focus Partners Australia at focuspa.com.au/ or LinkedIn.  

#LI-SF1

Position Summary 

The purpose of the Client Service Officer (CSO) is to proactively assist the Financial Adviser/s to exceed their clients’ expectations and financial planning requirements by assuming responsibility for the day-to-day administration and implementation activities. On behalf of Focus Partners Australia Wealth and the Financial Adviser/s proactively and professionally liaise with and provide support to clients, to exceed their expectations.

This role is located in Brisbane, Queensland, Australia.

Primary Responsibilities

• First point of contact with client and triaging client calls and emails for advisers.
• Prepare for client meetings and proactively support the Client Services team by effectively and efficiently managing assigned duties.
• Coordinate client meeting bookings for the Financial Adviser(s) and manage all meeting requirements.
• Prepare the required documentation for meetings.
• Identify and advise the client of any information/documentation required to have available for the meeting.
• Attend client meetings and take appropriate meeting notes – as required.
• Record actions and tasks in Financial Planning administration system.
• Take ownership and proactively manage assigned responsibilities on behalf of the Financial Adviser/s.
• Liaise with external parties (product providers and the clients other professional advisers) to collect client information
• Proactively support Financial Adviser (s)by effectively and efficiently managing the assigned tasks as required by the Financial Adviser(s).
• Coordinate and liaise between clients, Adviser/s, Accountants (internal & external) and other teams/external organisations e.g. ATO, Centrelink, fund managers and superannuation companies.
• Liaise with external parties to collect client information and inform them of any changes to the clients’ financial strategy.
• Complete and follow up all administration activities associated with the implementation of agreed financial planning strategies for the client.
• Liaise with clients to keep them informed of the status of the strategy recommendations implementation
• File all clients’ documentation.
• Agree approach with the Financial Adviser(s) relating to management of client reviews.
• Complete and send out Annual Engagements and Fee Consent forms.
• Complete required documentation to support the review process including but not limited to:
  • Fact Find.
  • Current Financial Plan.
  • Financial Planning software reports.
  • Other documents may apply to specific processes
• Attend relevant courses and actively take part in training or other activities to stay current with financial planning administration, client service and implementation practices.

 Qualifications

• 2 to 5+ years experience in a client service role
• 2 to 5+ years experience within Financial Services
• Experience within a financial planning practice desired

Skills and Attributes

• Strong client service ethos
• Organisational and time-management skills.
• Strong desire to learn and develop
• Ability to work autonomously or as a team member
• Driven and ability to meet deadlines

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. Discover more about Focus Partners Australia at focuspa.com.au/ or LinkedIn.  

#LI-SF1

Position Summary 

The Senior Manager – Practice Management & Performance is accountable for the day‑to‑day operational performance, capacity management, and leadership of advice operations teams, ensuring the practice operates efficiently, consistently, and at scale. This role leads Team Leaders across Paraplanning and Client Services and an Operations Manager. The role translates business strategy, standards, and regulatory obligations into effective practice‑level delivery, enabling advisers to focus on client outcomes and growth. The role balances people leadership, commercial insight, and operational discipline to ensure the business is achieving its goals.

This role is located in Melbourne, Victoria, Australia.

Primary Responsibilities

People Leadership & Team Performance

• Lead, coach and develop Operations Manager and Team Leads to drive accountability and consistent delivery of outcomes
• Build a culture of accountability, collaboration and client-centricity
• Set clear expectations for workflow discipline, service quality, and capacity management
• Support Ops Mgr and Team Leads to:
  • Allocate work effectively
  • Build capability and role clarity within their teams
  • Address performance, quality, or capacity issues early
  • Foster a culture of accountability, continuous improvement, and commercial awareness

Practice Operations & BAU Excellence

• Ensure advice operations run smoothly and consistently across the business
• Monitor BAU execution, identifying inefficiencies, bottlenecks, and operational risk
• Act as the escalation point for complex operational or resourcing issues
• Stabilise operations during periods of growth, adviser change, or increased demand

Adviser Productivity & Capacity Management

• Partner with advisers and leaders to improve utilisation and sustainable workloads
• Remove operational friction that impacts advisor productivity or client experience
• Oversee capacity planning across Paraplanning and Client Services teams
• Balance adviser demand with team capability and capacity

Operational Reporting & Commercial Insights

• Own operational and performance reporting, including:
  • Workflow health and WIP
  • Capacity and utilisation metrics
  • Client, FUM, and revenue‑related operational indicators
• Translate reporting into clear insights and actionable recommendations for leaders

Operational Risk, Quality & Governance

• Ensure operational teams work within agreed compliance, AFSL, and governance frameworks

Technology & Systems Enablement

• Act as a senior operational owner of advice systems (e.g. Xplan and related platforms)
• Ensure tools are used consistently and effectively by operational teams
• Partner with Technology and Service Design to embed agreed changes into BAU
• Identify system or process issues impacting productivity or quality

Continuous Improvement & Change Execution

• Lead or support operational improvement initiatives impacting BAU performance
• Own implementation and adoption of agreed changes across teams
• Ensure improvements are practical, embedded, and sustained

Qualifications

• 8+ years leadership experience in financial advice operations, paraplanning, or client services
• Proven experience in implementing and embedding change initiatives
• Experience leading process alignment across the wider business in a way that supports teams and enhances the client experience
• Proven ability to lead others and indirectly manage larger operational teams
• Strong commercial and capacity‑planning mindset
• High confidence engaging with advisers and senior stakeholders
• Ability to balance people leadership with operational execution
• Strong people leadership capability, with the ability to coach, influence, and hold leaders accountable for outcomes
• Sound operational judgment, balancing efficiency, quality, and client experience in day‑to‑day decisions
• Commercial mindset, with a clear understanding of how operational performance supports adviser productivity and business results
• Confident capacity and workload management across competing priorities and adviser demand
• High level of data literacy, able to interpret information, identify trends or risks, and support sound decision‑making
• Disciplined and structured approach to BAU execution, with strong follow‑through
• Comfortable operating within governance and risk frameworks, reinforcing consistent and compliant ways of working
• Calm, resilient, and pragmatic leader, able to cut through complexity and drive practical outcomes

About Focus Partners Australia 

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. Discover more about Focus Partners Australia at focuspa.com.au/ or LinkedIn.