Senior Client Services Manager

ABOUT

Join a financial planning firm that puts your expertise and passion first. With a skilled team of advisors and dedicated support staff across multiple locations nationally, the firm prides itself on understanding each client's unique situation, risk profile, and goals. You'll have the opportunity to craft tailored strategies that maximise wealth through expert guidance on investments, superannuation, tax structures, and more—all delivered with care, security, and efficiency.

For over 15 years, the firm has built trusted, long-term relationships based on independence, expertise, and personalised service. Their comprehensive approach supports clients through every stage of life. Here, you'll join a team that doesn't just manage money - they truly understand people.

THE ROLE

Our client is seeking a proactive
Senior Client Services Manager with team lead experience
to oversee client service operations across Queensland. This is a hybrid role offering the chance to manage a small portfolio of high-value clients (including SMSFs) for the Head of Advice, while also leading the BAU functions for the CSM team and day-to-day people management. You'll be supported by a fellow Senior CSM who assists the team with all CRM and process training responsibilities.

This opportunity is ideal for someone looking to step up from a Senior CSM role or for those currently holding team lead responsibilities who are seeking greater exposure and leadership opportunities.

KEY RESPONSIBILITIES:

• Lead and support the administration team, including daily workflow oversight, task allocation, training, and issue escalation
• Manage a diverse portfolio of clients, including SMSF clients, ensuring high-quality service delivery.
• Build a cohesive, high-performing team culture focused on efficiency, client value, and risk mitigation
• Ensure alignment with business service standards and client value propositions (CVP)
• Act as a key point of contact between CSMs, advisers, and senior leadership
• Provide coverage during peak periods, staff leave, or unexpected absences
• Support onboarding and induction of new staff, including system access and training
• Assist senior CSMs with training and development duties as part of training manager responsibilities
• Manage team performance in coordination with HR and Operations Manager, addressing any process, behavioural, or performance issues
• Oversee acquisition-related tasks, such as Xplan data transfer and EFM code updates
• Run weekly admin meetings, share updates, deliver training, and document minutes
• Communicate clearly with the team regarding business activities, changes, and expectations
• Participate in training, marketing activities, and special projects as required
• Follow internal policies and procedures at all times

WHAT YOU NEED TO SUCCEED IN THIS ROLE:

• 5+ years in the industry or as a Senior Client Service Manager
• Proficient in MS Office (Word, Excel, Outlook, Internet Explorer)
• Xplan experience desirable (not essential)
• Highly organised with excellent time management skills
• Proactive and directive with the ability to stay one step ahead
• Excellent attention to detail and a thorough approach to tasks
• Strong written and verbal communication skills.
• Excellent presentation and customer service skills
• Friendly, approachable, and adaptable
• Full driver's licence and willingness to travel to offices across Queensland as needed

WHAT IS ON OFFER:

• 4 weeks leave + 3 rewards days at Christmas shut down
• Birthday leave
• A vibe day that staff can use to their own discretion/wellbeing

If you're passionate about leading high-performing teams and delivering excellence in client service operations, this could be the perfect next step in your career.

Apply now with your CV and cover letter - we look forward to hearing from you.

Please note: Our client has offices across Queensland and welcomes applications from candidates based outside of West End. If you're open to occasional travel, we still encourage you to apply.

Applicants must be Australian Citizens or Permanent Residents to be considered.