PRACTICE MANAGER

• Operations Leadership · Boutique Multi-Family Office · Melrose Arch, Johannesburg
• Location: Melrose, JHB
• Reports To: Director / Head of Client Advisory
• Direct Reports: 7+ Reports
• Type: Permanent, Full-Time
• Experience: 3 to 5 Years

ABOUT THE FIRM

The firm is a boutique multi-family office based in Johannesburg, providing investment management and comprehensive family office services to a select client base of high-net-worth and ultra-high-net-worth families.

The firm operates across domestic and international markets, with established relationships across leading global asset managers and specialist advisors. Its investment capability is rigorous, process-driven, and built on decades of institutional expertise. The firm has maintained exceptional client retention throughout its history - a reflection of the depth of trust earned and the consistency of service delivered.

The practice is growing, and this role is part of that expansion. Those who join at this stage will work closely with and report directly to a Director with over two decades of experience in South African wealth management and family office service delivery.

THE ROLE

The Practice Manager is responsible for operational leadership across the firm. The directors are wealth advisors whose time is most valuably spent in client-facing and investment functions. The Practice Manager takes full ownership of everything that sits behind that: the processes, the team, the systems, the compliance function, and the delivery of every improvement initiative the firm undertakes.

This is a position for someone who leads through structure and accountability - a person who builds trust with a senior team through consistent delivery, and who understands that operational excellence in a boutique firm is what makes outstanding client service possible.

The role carries direct line management of the Client Services team, Data and Reporting, and Office Support. A small, specialist wealth advisory team also falls within the Practice Manager's span of oversight.

PRIMARY RESPONSIBILITIES

Team Leadership & People Management

• Direct line management of the operational and support teams
• Conduct regular one-on-ones and manage each direct report to clear outcomes
• Own the annual performance review process for all direct reports
• Lead onboarding of all new operational staff from day one
• Serve as first escalation point for team concerns and HR matters; liaise with external HR partners as required

Operational Processes

• Own and improve all operational processes: client onboarding, meeting minutes workflow, FICA and AML compliance, client file structure, XPlan task management, and implementation instruction protocols
• Own the end-to-end client services workflow: from receipt of instruction through to completion, with clear tracking and management information available to the advisory team at all times
• Own the firm-wide client review calendar and ensure no client exceeds their designated review cadence
• Drive firm-wide XPlan adoption: audit and improve the existing workflow, then mandate and embed consistent use across the team
• Build and maintain a Practice Operations Manual covering all recurring processes

Compliance & Technology

• Own FICA documentation standards, AML remediation, and the compliance calendar
• Own the IT improvement roadmap and lead the adoption of AI-assisted workflow tools in conjunction with the firm's IT partners

HR Administration

• Own leave management, payroll interface, staff induction, and the quarterly performance review cadence
• Establish and maintain a KPI framework for applicable roles in the operational team
• Support a high-performance culture by recognising effort, developing staff, and maintaining clear expectations

Project Delivery

• Own all operational improvement initiatives from inception through to full implementation
• Maintain a project register visible to the directors, covering status, ownership, deadlines, and blockers
• Accountable for full implementation and team-wide adoption of key initiatives

Requirements

CANDIDATE REQUIREMENTS

The following are considered essential:

• Minimum 5 years in an operational, practice management, or office management role
• Financial services or a similarly regulated environment strongly preferred
• A demonstrated record of taking operational projects from initiation to full completion
• Proven experience managing a team, including performance management and development
• Process-oriented thinking: the ability to design, implement, and embed systems
• High personal accountability and reliability
• XPlan or comparable CRM and practice management system experience
• Working knowledge of FICA, AML, and FAIS regulatory requirements
• The ability to hold direct and constructive conversations with both staff and senior directors
• Strong written communication and attention to detail

Benefits

REMUNERATION

Salary is negotiable and commensurate with experience and qualifications. The firm operates a merit-based bonus structure and places strong emphasis on recognising individual performance and contribution.

This is a search conducted through ARVO. Applications are managed via Workable.

The name of the firm will be disclosed to suitably qualified candidates at the appropriate stage of the process.