Own delivery standards, workflow discipline, and the day-to-day operating rhythm across a growing advice practice.

You’ll lead a 7–9 person client service + para-planning support team, run a tight WIP/capacity cadence, and keep the client experience proactive, accurate and consistent as we scale.

About Fenton Financial

Fenton Financial is a growing Australian financial advice business supporting business owners and property investors with holistic, strategy-led advice. We’re a team of 14 with 4 advisers and a dedicated client service + paraplanning function. Our business is built for remote delivery, powered by strong systems, a great network, and a performance-based culture.

We’re onboarding around 14 new clients per month and need a Client Services Manager who can bring structure, pace and accountability to keep service delivery smooth as we grow.

The Opportunity

This is a player–coach role: roughly 20–30% hands-on delivery support and 70–80% leadership + workflow control. You’ll directly manage 7–9 team members and work closely with our Operations Manager and advisers to tighten capacity planning, reduce WIP blowouts, and lift execution quality across the full client journey.

You’ll also be client-facing when needed — setting expectations, handling escalations, and ensuring our clients experience prompt, accurate delivery every time.

What You’ll Be Responsible For
1) Lead delivery standards, structure and team performance

• Lead and coach the team across client service and paraplanning support to deliver work efficiently and on time

• Establish and maintain delivery standards: turnaround times, QA checks, escalation pathways

• Run a consistent operating rhythm: WIP reviews, activity reporting, prioritisation, and capacity planning

• Build capability across the team so we reduce key-person risk and improve flexibility (“everyone can implement”)

• Maintain strong documentation hygiene and compliance-friendly records

2) Own workflow execution (WIP, capacity, bottlenecks)

• Monitor and manage workflow pipelines, resourcing and bottlenecks

• Drive visibility and accountability so nothing slips through the cracks

• Improve handovers between advisers, paraplanners, and client service

• Strengthen workflow discipline so deliverables are timely, complete, and audit-ready

3) Client experience + escalation management

• Ensure the client experience is proactive, professional and consistent

• Manage service escalations calmly and fast, with clear client communication

• Support advisers by keeping execution, follow-up and implementation tight

4) Hands-on contribution (20–30%)

• Step in to clear priority work during peaks / deadlines when required

• Lead by example on quality, pace and communication
  

Tech Stack (Must be confident)

Must have:

• Xplan (strong working knowledge)

• Microsoft 365 (Outlook, Teams, Excel, SharePoint/OneDrive, document control, reporting cadence)

• Proven experience running workflow discipline and reporting in a tech-enabled advice practice

Highly regarded / used in our environment:

• Xeppo / Unify

• Acuity Scheduling

• MyProsperity

• Xero

• DocuSign + Adobe Sign

What We’re Looking For (Non-Negotiables)

• Demonstrated people leadership in an Australian financial advice / AFSL environment (coaching, accountability, performance rhythms)

• Strong understanding of advice delivery workflows: onboarding, SOA/ROA, implementation, reviews, authorities, platform/insurance processes

• Capability in capacity planning, prioritisation, and managing WIP under pressure

• High attention to detail and strong written communication

• Ownership mindset — you take responsibility, simplify complexity, and get outcomes

What You’ll Get

• Fully remote anywhere in Australia

• Flexible hours (outcomes-based environment; we care about delivery standards and client experience)

• A highly templated, systemised business — with the scope to refine and scale delivery further

• A role with real influence across service quality, team performance and client experience

How to Apply

Along with your CV, include a short note covering:

1. the size of the team you’ve led,

2. which advice workflows you’ve owned (SOA/ROA, implementation, reviews), and

3. one example of how you improved turnaround time, quality, or reduced WIP.