Practice Manager

Position Overview: The Practice Manager is responsible for the leadership, performance, consistency and scalability of the Client Service and Paraplanning functions across Focus Partners Australia. This role ensures operational teams are appropriately resourced, workflows are effectively managed, service standards are consistently delivered, and operational processes support a high-quality and efficient client experience. The Practice Manager provides national leadership of Client Service and Paraplanning teams through their direct reports, creating a disciplined operating environment that promotes accountability, collaboration, continuous improvement and operational excellence. The role acts as the primary owner of operational workflow management, capacity planning, quality oversight and team performance across advice operations, ensuring services are delivered consistently and efficiently across all locations. The Practice Manager works closely with Wealth Advisory leadership, Finance, Compliance, Technology & Data and Service Design teams to ensure operational effectiveness while maintaining clear ownership boundaries across functions. Key Responsibilities: Operational Leadership & Team Performance Lead and develop the Manager/Coach - Client Service and the Manager/Coach - Paraplanning Establish clear performance expectations, service standards and operational objectives across advice operations teams Foster a culture of accountability, collaboration, professionalism and continuous improvement Build leadership capability within operational teams, supporting succession planning and workforce development Ensure consistent management practices across all operational functions and locations Drive alignment of operational priorities with broader Wealth Advisory business objectives Workflow Management & Capacity Planning Own workflow management across Client Service and Paraplanning functions nationally Monitor work allocation, capacity utilisation and service delivery performance across operational teams Ensure resources are appropriately balanced to meet client and adviser demand Identify emerging capacity constraints and implement strategies to maintain service levels Oversee work-in-progress management and workflow reporting Support workforce planning activities to ensure operational teams remain appropriately structured and resourced Provide recommendations regarding operational resource requirements and growth planning Operational Excellence & Service Delivery Ensure operational processes are executed consistently across all practices Promote adherence to agreed service standards, operating procedures and business processes Monitor service quality and operational performance across advice operations teams Act as the escalation point for significant operational challenges, workflow issues and service delivery risks Support operational stability during periods of business growth, change or increased demand Drive disciplined execution of business-as-usual activities across operational teams Quality Assurance & Governance Ensure operational teams operate within established compliance, governance and risk frameworks Partner with Compliance and Risk functions to reinforce consistent operational practices Monitor operational quality indicators and proactively address trends or emerging risks Embed risk-aware behaviours across Client Service and Paraplanning teams Support audit, remediation and governance activities as required Ensure operational processes remain aligned to regulatory and AFSL obligations Performance Reporting & Operational Insights Own operational reporting relating to: Workflow performance Work-in-progress Capacity and utilisation Service delivery metrics Operational quality indicators Analyse operational data to identify trends, bottlenecks and improvement opportunities Provide operational insights and recommendations to Wealth Advisory leadership Continuous Improvement & Change Adoption Identify opportunities…