Client Services' Manager

Retirement & Pensioner Planning; Melbourne; On-site; AUD 85,000 - 120,000; Full time

Job summary

Retirement & Pensioner Planning – Wheelers Hill VIC is seeking a passionate Client Services Manager to ensure a seamless client experience and to own the implementation of financial advice from recommendation to completion.

In this small, close-knit team you will build strong relationships with clients and Advisers, coordinate with platforms and product providers, and drive efficiencies while maintaining compliance and high-quality client records.

Qualifications

• Minimum 3 years in a similar role in financial planning.
• Strong understanding of financial planning processes and compliance.
• Experience implementing financial advice recommendations.
• Excellent client communication and relationship-building.

Responsibilities

• Advice Implementation & Maintenance: manage implementation from recommendation through to completion, ensuring timely and compliant client outcomes.
• Adviser & Associate Adviser Support: provide day-to-day support, portfolio reviews, and Records of Advice.
• Engagement: act as primary contact for client enquiries and maintain client relationships.
• Maintain accurate client records and implement process improvements.
• Coordinate activities between clients, advisers, product providers and support team members.

Skills

Financial planning

Client service

Implementation

Record keeping

Communication

Education

Diploma of Financial Planning

Tools

Microsoft Office

CRM systems

Job description

Retirement & Pensioner Planning – Wheelers Hill VIC

We are looking for a passionate Client Services’ Manager to be part of our financial planning company, joining us in providing expert and holistic financial services for our wide-ranging client base.

As Client Services’ Manager, you have the key responsibility of ensuring a seamless customer experience for our clients and taking ownership of the implementation of financial advice, ensuring recommendations are delivered in a timely, tailored and compliant manner and successfully followed through to completion. As a Client Services’ Manager, you embody what it means to take a people-first approach, building strong working relationships with both the clients and Advisers to facilitate an excellent customer journey.

About You

You are passionate about helping people; you take time and care to understand your clients and are driven by giving excellent customer service. You have an eye for detail and enjoy working in a small team environment. With a can-do attitude, you think through your work in a logical, fact-based way and enjoy tackling new challenges with curiosity.

About Us

Our mission is to enable people to live their best lives through financial freedom, by providing bespoke financial advice that covers decades and lifetimes. As a financial planning company that has been servicing our clients for over 20 years, we are dedicated to providing leadership and clarity to clients, in the midst of constant national and global economic, political and social change.

While our trade is financial advice, empowering people to live their best lives is so much more than financial management. We focus on our clients’ needs and wants, we help them articulate their vision and see their future opportunities and possibilities. We cover the full financial toolkit – from superannuation, investment and retirement strategies through to personal insurance, social security advice and beyond. Being able to provide holistic advice that informs our clients of their possibilities is important to us, which is why we are a non-aligned company that is not associated with any bank or company.

What We Offer

We are a small team who works every day to understand our clients’ needs and wants, so we can provide the best service and financial advice possible. Our office is small, but mighty; we have a people-first culture that means we value the uniqueness and diversity of every client and team member. As part of our team, you will be a valued colleague who is supported by a group of like-minded individuals.

Education is a core focus for us, and we will support you to study or experience development opportunities within the team. Being tight-knit means no single day is the same – as the needs of the team change and grow, there are opportunities to experience more than the role, which can open new career pathways.

Responsibilities of the Role

Advice Implementation & Maintenance.Partner with Advisers and Associate Advisers to manage advice implementation from recommendation through to completion, ensuring all client outcomes are delivered accurately, efficiently and within agreed service standards. This includes:

• Own end-to-end implementation of Statements of Advice.
• Prepare, review and finalise implementation paperwork.
• Process superannuation, investment, insurance and pension recommendations.
• Liaise with platforms, fund managers, insurers and product providers.
• Escalate issues and identify implementation risks proactively.
• Ensure all recommendations are implemented accurately and within agreed timeframe

Adviser & Associate Adviser Support. Provide day-to-day support to our Financial Advisers and Associate Advisers. This includes:

• Assist the Financial Advisers with ongoing portfolio reviews, to ensure that portfolios continue to be aligned to the agreed advice.
• Prepare compliant Records of Advice under adviser direction.
• Monitor implementation pipeline and outstanding advice recommendations.
• Coordinate activities between clients, advisers, product providers and support team members.
• Ensure all implementation activities progress in accordance with agreed timelines.
• Maintain implementation reporting and workflow tracking systems.
• Identify bottlenecks and proactively resolve issues.
• Maintain accurate and up-to-date client records.
• Ensure service requests are completed within agreed timeframes.
• Identify process improvements and operational efficiencies.

Engagement. Act as a primary point of contact for client enquiries. This includes:

• Answer incoming calls and respond to client requests.
• Manage client service requests and follow-up actions.
• Provide clients with updates regarding advice implementation progress.
• Build strong relationships with clients through professional and responsive service.
• Identify and elevate client concerns where appropriate.
• Assist with onboarding new clients and maintaining existing client relationships.

What do we expect the role to achieve?

Act as the central coordinator between clients, Advisers, Associate Advisers and external providers to ensure advice recommendations are implemented accurately and efficiently. Success will be demonstrated through:

• Timely implementation of advice recommendations.
• Exceptional client service and communication.
• Accurate and complete client records.
• High-quality Records of Advice.
• Efficient management of implementation workflows.
• Positive client feedback and retention.

Experience & Skills we're looking for:

• Experience within the financial planning industry, a minimum of 3 years' experience in a similar role.
• A strong understanding of the financial planning process.
• Demonstrated experience implementing financial advice recommendations.
• Sound understanding of superannuation, retirement income streams, investments and personal insurance.
• Experience preparing advice documentation and client correspondence.
• Strong understanding of advice compliance requirements and record-keeping obligations.
• Ability to work effectively under pressure, prioritise competing demands and maintain outstanding organisational and administration skills.
• Strong attention to detail.
• Professional communication skills.
• Ability to build strong client relationships.
• Strong problem-solving capability.
• Ability to work independently and take ownership of outcomes.
• Strong technology and systems capability.
• Commitment to delivering an exceptional client experience
• Comfortable using Microsoft Office and willing to learn other software applications.

Nice to have

• Completion of Diploma of Financial Planning or Advanced Diploma of Financial Planning or other equivalent education. Please note: Having qualifications is not a barrier to employment, so if the role interests you, please do get in contact.