Client Services Manager

Elite Talent Solutions; City of Melbourne; Hybrid; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Hybrid work arrangement

Flexible WFH days

Long term career pathways within a big

Job summary

Elite Talent Solutions' Melbourne client seeks an experienced Client Services Manager to own the client service function in a small financial planning team in Melbourne's inner East. You will coordinate between clients, advisers and an offshore support team to ensure nothing falls through the cracks.

Reporting to Directors, you will train and guide offshore staff, improve workflows, and support career progression within a nationally aligned group.

Qualifications

• Experience as a Client Services Manager or Senior Client Service Officer in financial planning.
• Strong knowledge of advice implementation and regulatory requirements.
• Familiarity with XPlan or similar client and policy systems.
• Solid investment and insurance concept knowledge.
• Excellent MS Office skills and adaptability to new tech.

Responsibilities

• Own the day-to-day client service workflow and manage work in progress.
• Coordinate end-to-end new business with advisers and providers.
• Prepare portfolio and risk review documentation; keep records current.
• Manage switches, redemptions and insurance changes with fund managers.
• Instruct, train and quality-check offshore staff outputs.
• Handle client enquiries and Centrelink forms; resolve issues promptly.
• Schedule adviser appointments and support client retention.

Skills

Client services leadership

Financial planning

Offshore team management

Regulatory compliance

XPlan familiarity

Tools

XPlan

Job description

Melbourne, VIC (Inner Eastern Suburbs)

About the Opportunity

Are you an experienced Client Services Manager who takes pride in getting the detail right and seeing work through to completion?

This is a chance to become the central point of a small, supportive financial planning team in Melbourne's inner East. You will own the client service function, keep work moving between clients, advisers and an offshore support team, and be the person the advisers rely on so nothing falls through the cracks.

This is not a stepping stone role. Our client wants a career CSM who will settle in, build trust and grow with the group over the next few years.

About the Business

Our client is a well regarded financial planning practice and part of a large national advice group. The local office is a team of four, with a culture built on trust, respect and collaboration. The team describe themselves as a close knit family.

Flexibility here is real, not just a line in an ad. Once you are established, there is strong support for career progression, with pathways across the wider group.

The Role

Reporting to the Directors, you will support a Senior Financial Adviser and an Adviser. A third Adviser will join once they complete their Professional Year. You will also guide three offshore client service staff day to day.

Key responsibilities include:

• Owning the day to day client service workflow and all work in progress
• Implementing new business end to end, including forms, product provider follow up and client updates
• Preparing portfolio and risk review documentation and keeping client records current
• Managing switches, redemptions and insurance changes with fund managers and life offices
• Allocating, instructing, training and quality checking offshore staff output
• Handling client enquiries and Centrelink forms, and resolving issues promptly
• Booking adviser appointments, following up prospects and supporting client retention
• Identifying ways to improve workflows, templates and service consistency

The existing Associate Adviser will train you, so you will have a proper handover and support as you settle in.

About You

• Experience as a Client Services Manager or Senior Client Service Officer in financial planning
• Solid understanding of advice implementation and the regulatory requirements around it
• XPlan or a similar client and policy system (highly regarded)
• Knowledge of investment and insurance concepts
• Strong Word, Excel and PowerPoint skills, and comfortable with new technology
• Confident giving clear instructions and feedback to offshore team members
• Exceptional attention to detail and a genuine sense of ownership over your work
• Comfortable working independently, including days on your own in the office

What's On Offer

• Hybrid, with a minimum of 3 days in the office
• Genuine flexibility on WFH days, including school pickups or later starts
• A supportive, close knit team where your contribution is noticed
• Long term career pathways within a large national advice group