Senior Manager, Practice Operations & Performance

Position Summary

The Senior Manager Practice Management & Performance is accountable for the daytoday operational performance capacity management and leadership of advice operations teams ensuring the practice operates efficiently consistently and at role leads Team Leaders across Paraplanning and Client Services and an Operations Manager. The role translates business strategy standards and regulatory obligations into effective practicelevel delivery enabling advisers to focus on client outcomes and role balances people leadership commercial insight and operational discipline to ensure the business is achieving its goals.

This role is located in Melbourne Victoria Australia.

Primary Responsibilities

People Leadership & Team Performance

• Lead coach and develop Operations Manager and Team Leads to drive accountability and consistent delivery of outcomes
• Build a culture of accountability collaboration and client-centricity
• Set clear expectations for workflow discipline service quality and capacity management
• Support Ops Mgr and Team Leads to:
  • Allocate work effectively
  • Build capability and role clarity within their teams
  • Address performance quality or capacity issues early
  • Foster a culture of accountability continuous improvement and commercial awareness

Practice Operations & BAU Excellence

• Ensure advice operations run smoothly and consistently across the business
• Monitor BAU execution identifying inefficiencies bottlenecks and operational risk
• Act as the escalation point for complex operational or resourcing issues
• Stabilise operations during periods of growth adviser change or increased demand

Adviser Productivity & Capacity Management

• Partner with advisers and leaders to improve utilisation and sustainable workloads
• Remove operational friction that impacts advisor productivity or client experience
• Oversee capacity planning across Paraplanning and Client Services teams
• Balance adviser demand with team capability and capacity

Operational Reporting & Commercial Insights

• Own operational and performance reporting including:
  • Workflow health and WIP
  • Capacity and utilisation metrics
  • Client FUM and revenuerelated operational indicators
• Translate reporting into clear insights and actionable recommendations for leaders

Operational Risk Quality & Governance

• Ensure operational teams work within agreed compliance AFSL and governance frameworks

Technology & Systems Enablement

• Act as a senior operational owner of advice systems (e.g. Xplan and related platforms)
• Ensure tools are used consistently and effectively by operational teams
• Partner with Technology and Service Design to embed agreed changes into BAU
• Identify system or process issues impacting productivity or quality

Continuous Improvement & Change Execution

• Lead or support operational improvement initiatives impacting BAU performance
• Own implementation and adoption of agreed changes across teams
• Ensure improvements are practical embedded and sustained

Qualifications

• 8 years leadership experience in financial advice operations paraplanning or client services
• Proven experience in implementing and embedding change initiatives
• Experience leading process alignment across the wider business in a way that supports teams and enhances the client experience
• Proven ability to lead others and indirectly manage larger operational teams
• Strong commercial and capacityplanning mindset
• High confidence engaging with advisers and senior stakeholders
• Ability to balance people leadership with operational execution
• Strong people leadership capability with the ability to coach influence and hold leaders accountable for outcomes
• Sound operational judgment balancing efficiency quality and client experience in daytoday decisions
• Commercial mindset with a clear understanding of how operational performance supports adviser productivity and business results
• Confident capacity and workload management across competing priorities and adviser demand
• High level of data literacy able to interpret information identify trends or risks and support sound decisionmaking
• Disciplined and structured approach to BAU execution with strong followthrough
• Comfortable operating within governance and risk frameworks reinforcing consistent and compliant ways of working
• Calm resilient and pragmatic leader able to cut through complexity and drive practical outcomes

AboutFocus Partners Australia

Focus 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 managementaccounting lendinginsuranceand related services from its offices in Sydney MelbourneBrisbaneand the Gold Coast. Guided by a client-first ethos weleveragethe globalexpertiseplatformsand capital strength of Focus Financial Partners to deliver holistic fiduciary guidance across strategic planning portfolio management insurancecreditand tax. By fusing local insight with world-class resources Focus Partners Australia helps its clients protect growand transition their wealth at every life more about FocusPartners Australia at 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 follow the company onLinkedIn.

Focus is an equal opportunity employer and bases its employment decisions on the employee or candidates skillset and without regard to an employee or candidates 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 .

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For Montana Applicants: If hired the employment relationship is governed by the Wrongful Discharge from Employment Act. Mont. Code Ann. Section.

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 states 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.