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

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.