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, Australia or Brisbane, 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 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

Focus is a leading partnership of fiduciary wealth management and related financial services firms. Focus provides access to best practices, greater resources, and continuity planning for its affiliated advisory firms, which serve individuals, families, employers, and institutions with comprehensive financial services. Focus firms and their clients benefit from the solutions, synergies, scale, economics, and best practices offered by Focus to achieve their business objectives. For more information about Focus, please visit 

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

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.