Client Services Manager - Private Wealth

Client Service Manager

Role Purpose

The Client Service Manager (CSM) is the central coordination point for an Adviser pod, supporting two Financial Advisers and orchestrating workflow across Associates, Financial Planning Assistants (FPAs), Administration and clients.

The role takes ownership of ensuring client work is clearly allocated, progressed, followed up and completed, allowing Advisers to focus on client relationships, strategic advice and business development.

This is not simply an administration role. We are looking for someone who can maintain visibility across the entire pod, anticipate what needs to happen next and take responsibility for keeping work moving.

Reports to: Managing Director

Supports: Two Financial Advisers

Financial Advisers → CSM/CSO → Associates → FPAs → Administration

Key Responsibilities

Adviser & Workflow Management

• Maintain oversight of active client work across both Advisers.
• Understand Adviser priorities, upcoming meetings, advice pipelines and outstanding matters.
• Translate Adviser instructions into clear actions and allocate work across Associates, FPAs and Administration.
• Monitor deadlines, follow up outstanding work and identify bottlenecks before they impact the Adviser or client.
• Maintain visibility of Xplan tasks/threads and ensure work progresses efficiently through each stage.
• Ensure Advisers have clear visibility of matters requiring their input or decision.

Success in this role means Advisers do not need to continually chase staff or personally coordinate routine workflow.

Client Service

• Act as a key point of contact for clients and build strong, professional relationships.
• Respond to enquiries and coordinate communication between clients, Advisers and the broader team.
• Proactively keep clients informed of progress, outstanding requirements and next steps.
• Follow through on commitments and ensure client requests are progressed to completion.
• Identify and resolve or escalate client service issues appropriately.

Meeting, Advice & Implementation Coordination

• Coordinate preparation for upcoming client meetings with Advisers, Associates and FPAs.
• Capture and allocate post-meeting actions and ensure agreed follow-ups are completed.
• Coordinate information gathering, advice preparation, Adviser review and implementation.
• Monitor outstanding applications, transactions and implementation items.
• Keep Advisers and clients appropriately updated throughout the process.

Team Coordination

• Act as the operational link between Advisers, Associates, FPAs and Administration.
• Set clear priorities and deadlines when allocating work.
• Coordinate competing priorities across the two Advisers.
• Follow up incomplete work and redirect resources where appropriate.
• Encourage accountability and ownership across the pod.
• The CSM/CSO is expected to orchestrate workflow, not simply forward instructions from one person to another.

Xplan & Process Management

• Create, allocate and monitor Xplan tasks/threads.
• Ensure client records, notes, correspondence and documentation are appropriately maintained.
• Identify overdue or stagnant workflow and take action to progress it.
• Identify opportunities to improve processes, templates and team practices.

Skills & Experience

We are looking for someone with:

• Experience within financial planning, wealth management or a similar professional services environment.
• A strong understanding of the financial advice and client service process.
• Excellent organisational and workflow-management skills.
• Confidence managing multiple clients, deadlines and competing priorities.
• Strong client communication and relationship skills.
• High attention to detail and strong follow-through.
• The ability to work independently, use initiative and make appropriate decisions.
• Strong technology/CRM capability, with Xplan experience highly regarded.
• Experience supporting multiple Advisers or coordinating Associates, FPAs/Paraplanners and Administration staff highly regarded.

Personal Attributes

The successful person will be proactive, highly organised, accountable, client focused, confident and solutions oriented. You will be comfortable coordinating people, following up outstanding work and taking ownership of outcomes rather than waiting for direction.

The Mindset We Are Looking For

The CSM is the operational owner of the Adviser pod and you will be a highly organised and proactive individual. You will be working with prestigious and HNW clients and the role needs a candidate with the professionalism to impress. This is a high performance firm and you will work with a high-quality, welcoming team.

If this role sounds like one of interest, please reach out to John Molony at john@bkcon.com.au