Practice Manager

Position Overview:

The Practice Manager is responsible for the leadership, performance, consistency and scalability of the Client Service and Paraplanning functions across Focus Partners Australia.

This role ensures operational teams are appropriately resourced, workflows are effectively managed, service standards are consistently delivered, and operational processes support a high-quality and efficient client experience.

The Practice Manager provides national leadership of Client Service and Paraplanning teams through their direct reports, creating a disciplined operating environment that promotes accountability, collaboration, continuous improvement and operational excellence.

The role acts as the primary owner of operational workflow management, capacity planning, quality oversight and team performance across advice operations, ensuring services are delivered consistently and efficiently across all locations.

The Practice Manager works closely with Wealth Advisory leadership, Finance, Compliance, Technology & Data and Service Design teams to ensure operational effectiveness while maintaining clear ownership boundaries across functions.

 

Key Responsibilities:

Operational Leadership & Team Performance

• Lead and develop the Manager/Coach - Client Service and the Manager/Coach - Paraplanning
• Establish clear performance expectations, service standards and operational objectives across advice operations teams
• 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

Workflow Management & Capacity Planning

• Own workflow management across Client Service and Paraplanning functions nationally
• Monitor work allocation, capacity utilisation and service delivery performance across operational teams
• 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 remain appropriately structured and resourced
• Provide recommendations regarding operational resource requirements and growth planning

Operational Excellence & Service Delivery

• 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

Quality Assurance & Governance

• 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 behaviours across Client Service and Paraplanning teams
• Support audit, remediation and governance activities as required
• Ensure operational processes remain aligned to regulatory and AFSL obligations

Performance Reporting & Operational Insights

• Own operational reporting relating to:
• Workflow performance
• Work-in-progress
• Capacity and utilisation
• Service delivery metrics
• Operational quality indicators
• Analyse operational data to identify trends, bottlenecks and improvement opportunities
• Provide operational insights and recommendations to Wealth Advisory leadership

Continuous Improvement & Change Adoption

• 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 optimisation

 

Qualifications & Experience:

• 8+ years' experience in financial advice operations, paraplanning, client services or business operations leadership
• Experience in the use of XPLAN, Microsoft 365
• 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

 

Success Measures:

The Practice Manager will be measured on:

• Client Service and Paraplanning team engagement and retention
• Workflow and capacity management effectiveness
• Service level achievement
• Operational quality outcomes
• Consistency of service delivery across locations
• Reduction in operational bottlenecks and workflow delays
• Successful implementation and adoption of operational improvements
• Governance, risk and compliance outcomes
• Leadership capability and succession readiness within operational teams