Team Manager, Advice
Posted Updated
Description
Overview
The Advice Team Manager leads a medium-sized advice delivery team or multiple small teams and is accountable for their collective service, quality, risk, people and productivity outcomes. Depending on the operating model, the role may directly lead Financial Advisers or General Advice Specialists, or lead through Advice Team Leaders responsible for Paraplanning and Advice Services teams.
The role translates Advice Delivery priorities into team plans, resource and capability requirements, performance expectations and operating practices. It is accountable for end results across the teams within its remit, including service, quality, risk, people, productivity and the sustainable delivery of client commitments.
As a frontline leader, the Advice Team Manager balances day-to-day delivery with forward planning, capability development, client commitments, risk management and the implementation of improved technology and ways of working.
Key accountabilities and main responsibilities
Strategic focus
- Work with the Advice Senior Manager and relevant stakeholders to translate the Advice Delivery strategy and annual operating plan into clear priorities and plans for the team.
- Determine and manage team capacity, resource allocation, delegated budgets and capability priorities to meet service, quality, risk, productivity and client expectations. Establish team operating requirements within approved policies, escalate material constraints and recommend required investment, workforce or policy changes.
- Use member, adviser, client, operational and quality insights to identify trends, resolve issues and recommend improvements to team practices and the service experience.
- Provide clear, evidence-based advice to leaders on team performance, resource requirements, delivery risks and improvement opportunities.
- Identify and sponsor service, process, technology and operating model improvements across the teams within the role’s remit, define the required business outcomes and lead implementation with Advice Enablement, Advice Assurance, Client Partnerships, Technology and Operations.
- Ensure operational commitments and client expectations are understood, tracked and delivered, with issues escalated early and transparently.
Operational management
- Own the day-to-day operational performance of the team, ensuring consistent service, productivity, quality and member outcomes across the activities within the role’s remit.
- Set and maintain the operating rhythm, performance standards and management controls for the teams within the role’s remit, covering capacity, workflow, service delivery, issue resolution, change readiness, decisions and action tracking.
- Manage team resources and workflow to balance demand, service standards, employee wellbeing, regulatory obligations and commercial outcomes.
- Lead implementation of process improvements and operational efficiencies that enhance service outcomes and productivity.
People leadership
- Develop the capability and effectiveness of direct reports, including Advice Team Leaders where applicable, and ensure consistent leadership, performance management, succession planning and career development practices across the teams within the role’s remit.
- Set clear goals and expectations and provide regular feedback, recognition, performance support and career development for direct reports.
- Build team capability to navigate change, manage complexity, use data effectively and make timely decisions within agreed accountabilities.
- Promote psychological safety, constructive challenge, accountability and collaboration, while ensuring conduct or performance concerns are addressed promptly and fairly.
- Monitor engagement, workload, capability and wellbeing themes, and act where these may affect retention, service quality or sustainable performance.
Governance & risk
- Maintain first-line accountability for a strong risk and compliance culture within Advice Delivery.
- Ensure advice and related services are delivered within the applicable licence, approved advice frameworks, policies, procedures, client requirements and regulatory obligations.
- Partner with Advice Assurance, Risk, Compliance and Legal to interpret obligations, respond to incidents and complaints, and implement sustainable control improvements.
- Oversee timely completion of quality, audit and control actions and ensure recurring themes are addressed through leadership, process, training or system changes.
- Promote accurate records, transparent reporting and decisions that prioritise member interests and fair outcomes.
- Escalate material service, people, conduct, operational or compliance risks promptly and support effective remediation.
The above list of key accountabilities is not exhaustive and may change from time to time based on business needs.
Experience and personal attributes
- Proven experience leading a medium-sized team, multiple small teams or leaders responsible for financial advice, general advice, paraplanning, advice services or a comparable regulated service environment.
- Demonstrated accountability for end results across service delivery, quality, risk, people and productivity, including experience managing resources, delegated budgets and competing commercial and client priorities.
- Strong people leadership capability, including coaching leaders and professional employees, workforce and succession planning, capability development, retention and performance management.
- Ability to translate business priorities into practical team plans and lead people through change and evolving service models.
- Strong analytical and commercial judgement, including the ability to interpret performance metrics, service standards and operational insights, resolve complex issues and make sound team-level decisions.
- Well-developed client engagement, stakeholder management, communication, negotiation and influencing skills, with the ability to represent the team and resolve complex matters with senior internal stakeholders, clients and external parties.
- Broad knowledge of financial services and the regulatory, risk and compliance obligations relevant to the team’s activities; financial advice experience is required where the role leads licensed advice delivery.
- Relevant tertiary, professional or industry qualifications aligned to the scope of the team and applicable regulatory requirements. Where the role directly leads or holds accountability for licensed personal advice delivery, the incumbent must hold the required advice qualifications, professional credentials and regulatory status.