The Practice Manager is responsible for the leadership, performance, consistency and scalability of the Client Service and Paraplanning functions across Focus Partners Australia.This role ensures operational teams are appropriately resourced, workflows are effectively managed, service standards are consistently delivered, and operational processes support a high-quality and effective client experience.The Practice Manager provides national leadership of Client Service and Paraplanning teams through their direct reports, creating a disciplined operating environment that promotes accountability, collaboration, continuous improvement and operational excellence.The role acts as the primary owner of operational workflow management, capacity planning, quality oversight and team performance across advice operations, ensuring services are delivered consistently and efficiently across all locations.The Practice Manager works closely with Wealth Advisory leadership, Finance, Compliance, Technology & Data and Service Design teams to ensure operational effectiveness while maintaining clear ownership boundariesacross functions.Key Responsibilities:Operational Leadership & Team PerformanceLead and develop the Manager/Coach - Client Service and the Manager/Coach - ParaplanningEstablish clear performance expectations, service standards and operational objectives across advice operations teamsFoster a culture of accountability, collaboration, professionalism and continuous improvementBuild leadership capability within operational teams, supporting succession planning and workforce developmentEnsure consistent management practices across all operational functions and locationsDrive alignment of operational priorities with broader Wealth Advisory business objectivesWorkflow Management & Capacity PlanningOwn workflow management across Client Service and Paraplanning functions nationallyMonitor work allocation,



capacity utilisation and service delivery performance across operational teamsEnsure resources are appropriately balanced to meet client and adviser demandIdentify emerging capacity constraints and implement strategies to maintain service levelsOversee work-in-progress management and workflow reportingSupport workforce planning activities to ensure operational teams remain appropriately structured and resourcedProvide recommendations regarding operational resource requirements and growth planningOperational Excellence & Service DeliveryEnsure operational processes are executed consistently across all practicesPromote adherence to agreed service standards, operating procedures and business processesMonitor service quality and operational performance across advice operations teamsAct as the escalation point for significant operational challenges, workflow issues and service delivery risksSupport operational stability during periods of business growth, change or increased demandDrive disciplined execution of business-as-usual activities across operational teamsQuality Assurance & GovernanceEnsure operational teams operate within established compliance, governance and risk frameworksPartner with Compliance and Risk functions to reinforce consistent operational practicesMonitor operational quality indicators and proactively address trends or emerging risksEmbed risk-aware behaviours across Client Service and Paraplanning teamsSupport audit, remediation and governance activities as requiredEnsure operational processes remain aligned to regulatory and AFSL obligationsPerformance Reporting & Operational InsightsOwn operational reporting relating to:Workflow performanceWork-in-progressCapacity and utilisationOperational quality indicatorsAnalyse operational data to identify trends, bottlenecks and improvement opportunitiesProvide operational insights and recommendations to Wealth Advisory leadershipIdentify opportunities to improve operational efficiency, scalability and service qualityLead implementation of approved operational improvement initiativesEnsure operational changes are effectively embedded and sustained across teamsWork collaboratively with Service Design, Technology & Data,



Compliance and Wealth Advisory leadership to support change initiativesMonitor the effectiveness of implemented improvements and drive ongoing optimisationQualifications & Experience:8+ years' experience in financial advice operations, paraplanning, client services or business operations leadershipExperience in the use of XPLAN, Microsoft 365Demonstrated experience leading operational teams across multiple locationsExperience managing workflow, service delivery and capacity planning functionsStrong understanding of advice operations within an AFSL environmentProven ability to drive operational improvements and embed change successfullyExperience developing leaders and building high-performing teamsStrong understanding of governance, compliance and risk-management frameworksDemonstrated ability to balance service quality, operational efficiency and business prioritiesSuccess Measures:Client Service and Paraplanning team engagement and retentionWorkflow and capacity management effectivenessOperational quality outcomesConsistency of service delivery across locationsReduction in operational bottlenecks and workflow delaysSuccessful implementation and adoption of operational improvementsGovernance, risk and compliance outcomesLeadership capability and succession readiness within operational teamsAboutFocus Partners AustraliaFocus Partners Australia is part of Focus Financial Partners, a leading financial services firm based in the United States, comprised of wealth management, family office, and business management services.
Focus Partners Australia offers integrated capabilities ininvestment and portfolio management,accounting, lending,insuranceand related services from its offices in Sydney, Melbourne,Brisbaneand the Gold Coast.
Guided by a client-first ethos, weleveragethe globalexpertise,platformsand capital strength of Focus Financial Partners to deliver holistic, fiduciary guidance across strategic planning, portfolio management, insurance,creditand 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.Discover more about FocusPartners Australia atfocuspa.com.au/ orLinkedIn .
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📌 Practice Manager (New South Wales)
🏢 Focus Partners Australia & Escala Partners
📍 New South Wales