Team Leader, Client Service

Position Summary

The purpose of the Team Lead, Client Services is to oversee the day-to-day running of the client services team. You will manage a team of Client Service Managers (CSM), Client Services Officers (CSOs) and Client Service Associates (CSAs), ensuring high standards of service delivery and operational efficiency. Working closely with the leadership and advice teams, you will be responsible for process improvement, workflow management, team leadership, compliance support, and the implementation of strategic initiatives across the firm.

This role is located in Sydney, New South Wales, Australia.

 

Primary Responsibilities

• Lead, mentor and manage the Client Services team to deliver timely, accurate and professional support to advisers and clients
• Provide training, direction and feedback to support staff.
• Oversee workflow management, task allocation and resourcing to ensure efficient delivery of services across the business
• Continuously review, refine, and document operational processes to improve productivity and client experience
• Ensure all operational activity complies with AFSL, ASIC and internal regulatory requirements, Manage documentation and ensure accurate management reporting
• Coordinate client meeting bookings for the Financial Adviser(s)and manage all meeting requirements.
• Identify and advise the client of any information/documentation required to have available for the meeting.
• Proactively support Financial Adviser(s) with any requested ad hoc tasks
• Liaise with external parties to collect client information, store and inform of any changes to the clients’ financial strategy
• Complete and follow up all administration activities associated with the implementation of agreed financial planning strategies for the client
• Liaise with clients to keep them informed of the status of the strategy recommendations implementation
• Complete required documentation to support the review process including but not limited to:
  • Fact Find
  • Current Financial Plan
  • Financial Planning software reports
  • Other documents as they may apply to specific processes
  • Attend relevant courses and actively take part in training or other activities to stay current with financial planning administration, client service and implementation practices

Qualifications

• Minimum 3+ years experience as a Team Leader in similar role.
• Experience in Financial Planning or Wealth Management within Financial Services industry a requirement
• Bachelor’s degree in business, commerce, finance or a related field (preferred but not mandatory)
• Exceptional organisational and time-management skills.
• Ability to coach and develop teams
• Strong ability to coordinate workflow and deliver against deadlines
• Excellent interpersonal and written communication skills
• Proficient in financial planning software (e.g., Xplan, Midwinter), CRM systems, and Microsoft Office Suite
• Skilled in process improvement and implementing standard operating procedures

 

About Focus Partners Australia 

Focus Partners Australia, the Australian business unit of Focus Partners, offers integrated capabilities in accounting, lending, insurance and related services from its offices in Sydney, Melbourne, Brisbane and the Gold Coast. Guided by a client-first ethos, Focus Partners Australia leverages 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.

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