HyperCare Client Manager

About Padua Solutions

Padua exists to ‘empower advisers to build stronger futures for more Australians’. We do this by

combining market-leading paraplanning and transition services with proprietary technology,

research and data platforms — reducing friction in advice production and giving advisers more

time to focus on their clients.

As the market leader in tech-enabled financial advice generation, Padua delivers the elusive

balance of quality, speed, and value. From Concierge services that cut advice preparation to

minutes, to WealthData insights and WealthX integrations that unlock the power of client

information, we provide advisers with the tools and support to succeed in a competitive and

regulated landscape.

Trusted by licensees, advice firms and platforms across Australia, Padua is recognised for fast

turnaround, consistently high-quality advice documents, and ongoing innovation that keeps

advisers ahead. Every interaction is designed to be seamless — from onboarding to ongoing

service — ensuring advisers experience confidence, consistency and scalability year-round.

With a strong culture, national presence, and global ambition, Padua’s vision is simple yet bold:

to be the global leader in data-driven, tech-enabled, value-creating financial advice generation.

Purpose of the role

The HyperCare Manager is responsible for delivering a high-quality, structured onboarding and

early-life client experience for newly onboarded advisers. Reporting to the Head of HyperCare,

this role focuses on ensuring advisers achieve rapid adoption of Padua’s services and

technology, progressing efficiently towards approximately 75% of expected value.

The HyperCare Manager works directly with advisers and their teams to guide implementation,

deliver training, resolve early-stage challenges, and provide hands-on support during the critical

early phase of the client lifecycle.

Core responsibilities

Client Onboarding & Implementation

• Lead and manage the end-to-end onboarding process for new adviser clients.
• Coordinate implementation across Paraplanning, Transition Services and Padua’s technology platforms (Home, Discover, Compare, Recommend, etc.).
• Ensure onboarding milestones and deliverables are achieved on time and to quality standards.

Training & Enablement

• Deliver structured training sessions to advisers and their teams, both virtually and in
• person where required.
• Develop and maintain training materials, guides and best-practice resources.
• Coach advisers on workflows, system usage and process optimisation.

Client Experience & Support

• Act as the primary point of contact for advisers during the HyperCare phase.
• Proactively identify risks, issues or adoption barriers and implement practical solutions.
• Maintain strong, trusted relationships with advisers through regular check-ins and progress reviews.

Performance & Continuous Improvement

• Track and manage adviser activation metrics, onboarding timelines and early-stage adoption indicators.
• Gather client and internal feedback to inform improvements to onboarding processes and tools.
• Escalate systemic issues or risks to the Head of HyperCare.

Team Leadership

• Provide day-to-day direction, coaching and support to HyperCare Support staff (where applicable).
• Contribute to a positive, collaborative and high-performance team culture.

Skills, knowledge and abilities

Essential

• Experience in client implementation, onboarding, client success or account management roles.
• Strong understanding of professional services, financial advice, SaaS or technology enabled service environments.
• Excellent communication and facilitation skills, with the ability to engage and influence a wide range of stakeholders.
• Proven problem-solving skills and the ability to manage multiple priorities in a fast-paced environment.
• Strong organisational skills and attention to detail.

Desirable

• Experience working with advisers, licensees or financial services organisations.
• Familiarity with CRM systems, workflow tools and digital enablement platforms.
• Experience delivering training and change management.

Personal Attributes

• Highly client-focused with a proactive and solutions-oriented mindset.
• Empathetic, adaptable and resilient.
• Strong alignment with Padua’s EARS values – Empathy, Agility, Reliability and Simplicity.

What We Offer

• Opportunity to play a critical role in shaping the client experience in a market-leading advice technology business.
• Clear career development pathways within a growing national organisation.
• Exposure to innovative technology and transformation projects.
• A supportive culture built on Padua’s EARS values – Empathy, Agility, Reliability, Simplicity.

Important Information

Padua undertakes its responsibility seriously in regard to security of our client’s data. All final

applicants for this position will be asked to consent to a criminal record check prior to an offer of

employment. Please note that people with criminal records are not automatically barred from

applying for this position. Each application will be considered on its merits.