Client Services Manager

Kaizen Recruitment; City of Melbourne; On-site; AUD 90,000 - 130,000; Full time

Job summary

Kaizen Recruitment is partnering with a growing financial planning practice in North-West Melbourne to recruit a Client Services Manager. You will lead the Client Service Officers, ensuring high-quality client service, effective administration and compliance across the advisory process.

Reporting to the Practice Manager, you will drive operational improvements, coordinate workflow, mentor staff and collaborate with advisers and paraplanners to support advice delivery and ongoing service

Qualifications

• Strong leadership experience in client service within financial planning or wealth management.
• Experience mentoring and coordinating teams to achieve service standards.
• Solid understanding of the end-to-end financial advice process.
• Excellent organisational and stakeholder management abilities.

Responsibilities

• Lead and support a team of Client Service Officers, providing coaching, guidance and operational oversight.
• Coordinate operational projects and assist with the implementation of business improvement initiatives.
• Coordinate team workflow, manage priorities and ensure service standards are consistently achieved.
• Work closely with advisers and paraplanners to support advice preparation, implementation and ongoing client service activities.
• Manage client administration, applications, correspondence, reviews and service requests.
• Maintain accurate client records and workflow management through Xplan and related systems.
• Assist with operational reporting, projects and process improvement initiatives.
• Ensure all activities are completed in line with compliance, licensing and regulatory requirements.

Skills

Organisational skills

Communication

Stakeholder management

Mentoring/Coaching

Tools

Xplan

Job description

• Stay hands-on in the advice process
• Drive operational improvements | North-West Melbourne

Our client is a well-established and growing financial planning business with a strong focus on client relationships, team collaboration and continuous improvement. They are seeking a Client Services Manager to play a key role in supporting advisers, leading the CSO team and driving operational excellence across the practice.

The Opportunity
Reporting into the Practice Manager, you will provide day-to-day leadership to a team of Client Service Officers while continuing to manage key client service and administration responsibilities. You’ll act as the primary escalation point for operational queries, coordinate workflow across the team, and contribute to business improvement initiatives.

Key Responsibilities

• Lead and support a team of Client Service Officers, providing coaching, guidance and operational oversight.
• Coordinate operational projects and assist with the implementation of business improvement initiatives.
• Coordinate team workflow, manage priorities and ensure service standards are consistently achieved.
• Work closely with advisers and paraplanners to support advice preparation, implementation and ongoing client service activities.
• Manage client administration, applications, correspondence, reviews and service requests.
• Maintain accurate client records and workflow management through Xplan and related systems.
• Assist with operational reporting, projects and process improvement initiatives.
• Ensure all activities are completed in line with compliance, licensing and regulatory requirements.

About You
To be successful in this role, you will have:

• Previous experience as a Senior Client Service Officer, Team Leader, Client Services Manager or similar role within financial planning or wealth management.
• A strong understanding of the end-to-end financial advice process.
• Demonstrated experience mentoring, coaching or coordinating team members.
• Strong understanding of Xplan workflows, client review processes, advice implementation activities and task management.
• Excellent organisational, communication and stakeholder management skills.
• A proactive mindset with strong problem-solving abilities and attention to detail.

What's on Offer?

• Opportunity to work closely with the Practice Manager and leadership team and develop broader operational leadership skills.
• Supportive and collaborative team culture.
• Opportunity to influence processes, systems and team performance.
• Diverse role combining people leadership, operations and client service.
• Long-term career development opportunities within a growing organisation.

If you're looking to leverage your client service expertise while taking on broader leadership responsibilities, we'd love to hear from you.