Client Services Manager

Saikal-Skea Independent Financial Advice; Canberra; Hybrid; AUD 65,000 - 90,000; Full time

Job summary

Saikal-Skea Independent Financial Advice is seeking a hands-on Client Services and Operations professional in Canberra to shape how the client services function operates as the business grows. You will be involved in implementing advice, managing open client matters, improving processes and supporting newer team members, with real scope to move into a senior role in a small, growing firm.

Flexibility to work from home 1 day per week and a fully paid trip to the FAAA Congress each year are part

Qualifications

• At least three years' experience in financial planning client services, implementation or practice administration.
• Hands-on experience implementing advice, including rollovers, platform and investment applications, pension commencements, contributions.
• Confidence dealing with super funds, platforms and insurers, with persistence to see matters through.
• Strong attention to detail and ability to meet deadlines across many open matters.
• Clear, warm written and verbal communication skills.

Responsibilities

• Manage the implementation of advice, overseeing associates and planning assistants.
• Prepare, lodge and track applications and forms, including rollovers, contributions, pension commencements, platform and investment applications, insurance applications and SMSF-related paperwork.
• Assist with defined benefit paperwork, including CSC matters.
• Keep clients updated on progress and what is needed.
• Check that each recommendation has been implemented, reconcile it against the advice document, and close the file with complete records.
• Own the annual review calendar and ensure no client falls outside their review cycle.
• Be a first point of contact for client queries, resolving what can be resolved and routing the rest to the right adviser.
• Maintain client records in the CRM for accuracy and completeness.
• Identify and raise service issues early, then help resolve them.
• Manage ongoing fee arrangements and consent renewals so that no arrangement lapses.

Skills

Client services

Advice implementation

CRM management

Documentation accuracy

Communication skills

Deadline driven

Organised

Tools

CRM software

Microsoft Office

Job description

This is a newly created role with real scope to shape how the client services function operates. At this stage, the role is highly hands-on. You will be involved in implementing advice, managing open client matters, improving processes and helping support newer team members as the business grows. You will suit this role if you are organised, persistent, comfortable with detail and take ownership of seeing matters through properly. For the right person, this is an opportunity to move into a senior client service and operations role in a small, growing firm where good work is noticed and you can have a meaningful impact.

Key responsibilities

• Manage the implementation of advice, including hands-on work and oversight of associates and financial planning assistants
• Prepare, lodge and track applications and forms, including rollovers, contributions, pension commencements, platform and investment applications, insurance applications and SMSF-related paperwork
• Assist with defined benefit paperwork, including CSC matters
• Keep clients updated on what is in progress and what is needed from them
• Check that each recommendation has been implemented, reconcile it against the advice document, and close the file with complete records
• Own the annual review calendar and make sure no client falls outside their review cycle
• Be a first point of contact for client queries, resolving what can be resolved and routing the rest to the right adviser
• Maintain client records in the CRM so that data is accurate, current and complete
• Identify and raise service issues early, then help resolve them
• Manage ongoing fee arrangements and consent renewals so that no arrangement lapses and every consent is obtained and recorded on time

About you

• At least three years' experience in financial planning client services, implementation or practice administration
• Hands-on experience implementing advice, including rollovers, platform and investment applications, pension commencements, contributions, and preferably insurance applications
• Confidence dealing with super funds, platforms and insurers, with the persistence to follow matters through
• Strong attention to detail and the ability to work to deadlines across a large number of open matters
• Clear, warm written and verbal communication skills
• Organised, with a reliable system for tracking a lot of open matters at once
• A high level of ownership and accountability, suited to a small team where the work is hands-on and the role can vary day to day
• Additional 5 days of leave at the end of the year, 2 days of wellness leave and your birthday off
• Flexibility to work from home 1 day per week
• A fully paid trip to the FAAA Congress each year

About us

Saikal-Skea Independent Financial Advice is a growing, self-licensed financial advice firm based on the Kingston Foreshore in Canberra. We are genuinely independent. That means we do not receive commissions or kickbacks, we do not charge asset-based fees, and any insurance commissions are rebated to clients in full. Having no conflicts of interest is central to how we work with clients and how we run the firm. Our clients are primarily high-income professionals, business owners and families who value thoughtful, detailed and conflict-free advice as they build wealth and transition into retirement.