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.
#LI-SF1
About Focus Financial Partners
Focus is a leading financial services firm comprised of integrated wealth management, family office, and business management services. Blending deep expertise and expansive resources with a boutique, client-first fiduciary philosophy, Focus helps individuals, families, and institutions navigate complex financial situations with highly personalized solutions tailored to their unique needs. To learn more about Focus, visit www.focusfinancialpartners.com or follow the company on LinkedIn.
Focus is an equal opportunity employer and bases its employment decisions on the employee or candidate’s skillset, and without regard to an employee or candidate’s race, color, religion, sex (including pregnancy), gender identity, sexual orientation, national origin, age, disability, genetic information, veteran status, or any other characteristic protected by local, state and/or federal law.
Focus complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact careers@focuspartners.com.
The following language is for US based roles only
For California Applicants: Information on your California privacy rights can be found here
For Indiana Applicants: It is unlawful for an employer to discriminate against a prospective employee on the basis of status as a veteran by refusing to employ an applicant on the basis that they are a veteran of the armed forces of the United States, a member of the Indiana National Guard or a member of a reserve component.
For Maryland Applicants: I UNDERSTAND THAT UNDER MARYLAND LAW, AN EMPLOYER MAY NOT REQUIRE OR DEMAND, AS A CONDITION OF EMPLOYMENT, PROSPECTIVE EMPLOYMENT OR CONTINUED EMPLOYMENT, THAT ANY INDIVIDUAL SUBMIT TO OR TAKE A POLYGRAP OR SIMILAR TEST. AN EMPLOYER WHO VIOLATES THIS LAW IS GUILTY OF A MISDEMEANOR AND SUBJECT TO A FINE NOT EXCEEDING $100.
For Massachusetts Applicants: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this shall be subject to criminal penalties and civil liability.
For Montana Applicants: If hired, the employment relationship is governed by the Wrongful Discharge from Employment Act. Mont. Code Ann. Section 39-2-901.
For Rhode Island Applicants: Focus is subject to Chapters 29-38 of Title 28 of the General Laws of Rhode Island and is therefore covered by the state’s workers’ compensation law. If you willfully provide false information about your ability to perform the essential functions of the job, with or without reasonable accommodations, you may be barred from filing a claim under the provisions of the Workers’ Compensation Act of the State of Rhode Island if the false information is directly related to the personal injury that is the basis for the new claim for compensation. The Company complies fully with the Americans with Disabilities Act.