Wealth Support Manager

About Partners Wealth Group

At Partners Wealth Group (PWG) we are proud of our dynamic culture. We have and will continue to invest in our people, systems and facilities and have seen exciting growth in all areas to make us one of Australia’s leading providers of business and financial advisory services for high net worth individuals, business owners and organisations.

We exist to help Clients, Partners and our People to unlock a world of possibilities to surpass their financial and lifestyle goals. We have experienced impressive growth over the last few years, through our unique positioning in being able to provide clients and referral partners with a seamless broad-based service offering which meets their financial and business needs.

In 2022, PWG was named as one of Australia’s Best Places to Work by the AFR and certified Great Place to Work in 2024. We actively seek team members who can demonstrate how they will proactively add to our culture, and naturally represent our core values of Integrity, Excellence, Accountability, Collaboration and Resilience.

Position Summary

The Wealth Support Manager is responsible for the performance and continuous improvement of PWG’s Ongoing and Implementation functions. These teams deliver ongoing client service, advice implementation and post-advice administration at scale.

The role ensures every piece of approved advice is implemented accurately and on time, every ongoing service client receives their reviews within service level agreements, and the day-to-day client experience is consistently exceptional. The Wealth Support Manager is part of the Operations Leadership Team who partners with the Enablement Manager and Paraplanning Manager to deliver an integrated advice operating model.

Key Responsibilities and Tasks

Review Team Leadership

• Lead and develop the Review Associate team to deliver scheduled client reviews within service level agreements
• Oversee consistent execution of quarterly, half-yearly and annual review obligations under ongoing service agreements
• Track and report on review completion, renewals and review revenue collection
• Act as escalation point for complex or at risk ongoing clients

Implementation Team Leadership

• Lead and develop the Implementation Associate team to execute approved advice accurately and on time
• Oversee implementation pipelines across investment, insurance, superannuation and platform changes
• Embed strong four-eye check disciplines, control points and settlement confirmations across all implementation activity
• Resolve complex or at risk implementation files in partnership with advisers and product providers

Operational Performance & Capacity

• Set, monitor and report on team KPIs (SLA adherence, error rates, rework, throughput, revenue capture)
• Plan team capacity in line with adviser demand and business priorities
• Monitor implementation and review SLAs, identify bottlenecks and re-allocate workload to maintain output
• Maintain accurate workflow tracking in Salesforce and XPLAN, champion data quality at the source
• Partner with the Business Analysts to surface insights and drive performance improvements

Client & Referrer Experience

• Ensure clients receive timely, professional service across all review and implementation touchpoints
• Embed continuous improvement of the post advice client experience

Risk, Compliance & Governance

• Complete report on Monthly Compliance checks across key risk areas i.e. AML/ CTF, Cash Transfer Policy and Wholesale advice
• Lead complaint handling and remediation activity arising from review or implementation issues partnering with our internal Risk & Compliance team
• Support audit, vetting and remediation programs as required
• Maintain procedures, checklists and SLAs to a current and audit ready standard

Cross-Functional Integration

• Partner with the Enablement Manager and Paraplanning Manager to keep advice handoffs efficient and consistent
• Champion process improvements that reduce rework and improve adviser experience
• Represent Review and Implementation in operational forums, projects and system enhancements

Team Culture & Development

• Recruit, onboard, coach and develop Review and Implementation team members alongside the People & Culture team
• Build clear progression pathways for associates within the Review and Implementation functions
• Contribute positively to PWG’s culture and Core Values

Experience Requirements

• 2-5 years’ experience leading advice support, client services or implementation teams in financial planning
• Strong working knowledge of ongoing service obligations and associated processes
• Hands-on experience deep knowledge of advice operations, compliance and licensee requirements with CRM and platform/insurance/super provider workflows
• Proven track record managing a team, SLAs, capacity, development and operational risk

Preferred Skills

• Strong people leadership and coaching capability
• Excellent organisation, prioritisation and follow-through
• Confident with data, dashboards and operational reporting
• High attention to detail with a strong quality mindset
• Experience with Salesforce and Xplan (desirable)

Education Requirements

• Tertiary qualification in business, finance, commerce or related discipline (desirable)
• Diploma of Financial Planning / Financial Services or equivalent (desirable)

What We Offer

At Partners Wealth Group, we're passionate about helping our people build rewarding careers in a supportive and collaborative environment. We invest in your professional growth, wellbeing, and long-term success, with benefits including:

• Structured career pathways, mentoring and ongoing development opportunities
• Annual performance bonus opportunities and Pathway to Equity program
• Flexible working arrangements and additional leave options
• Health & Wellbeing Allowance and Employee Assistance Program (EAP) support
• Paid parental leave and family wellbeing support programs
• Referral bonuses, service recognition and staff discounts

Make a real difference to clients' financial wellbeing and be part of their journey to financial security