Senior Manager, Practice Operations & Performance

Position Summary

The Senior Manager – Practice Management & Performance is accountable for the day‑to‑day operational performance, capacity management, and leadership of advice operations teams, ensuring the practice operates efficiently, consistently, and at scale. This role leads Team Leaders across Paraplanning and Client Services and an Operations Manager. The role translates business strategy, standards, and regulatory obligations into effective practice‑level delivery, enabling advisers to focus on client outcomes and growth. The role balances people leadership, commercial insight, and operational discipline to ensure the business is achieving its goals.

This role is located in Melbourne, Victoria, Australia.

Primary Responsibilities

People Leadership & Team Performance

Lead, coach and develop Operations Manager and Team Leads to drive accountability and consistent delivery of outcomesBuild a culture of accountability, collaboration and client-centricitySet clear expectations for workflow discipline, service quality, and capacity managementSupport Ops Mgr and Team Leads to:Allocate work effectivelyBuild capability and role clarity within their teamsAddress performance, quality, or capacity issues earlyFoster a culture of accountability, continuous improvement, and commercial awareness
Practice Operations & BAU Excellence

Ensure advice operations run smoothly and consistently across the businessMonitor BAU execution, identifying inefficiencies, bottlenecks, and operational riskAct as the escalation point for complex operational or resourcing issuesStabilise operations during periods of growth, adviser change, or increased demand

Adviser Productivity & Capacity Management

Partner with advisers and leaders to improve utilisation and sustainable workloadsRemove operational friction that impacts advisor productivity or client experienceOversee capacity planning across Paraplanning and Client Services teamsBalance adviser demand with team capability and capacity

Operational Reporting & Commercial Insights

Own operational and performance reporting, including:Workflow health and WIPCapacity and utilisation metricsClient, FUM, and revenue‑related operational indicatorsTranslate reporting into clear insights and actionable recommendations for leaders
Operational Risk, Quality & Governance

Ensure operational teams work within agreed compliance, AFSL, and governance frameworks

Technology & Systems Enablement

Act as a senior operational owner of advice systems (e.g. Xplan and related platforms)Ensure tools are used consistently and effectively by operational teamsPartner with Technology and Service Design to embed agreed changes into BAUIdentify system or process issues impacting productivity or quality

Continuous Improvement & Change Execution

Lead or support operational improvement initiatives impacting BAU performanceOwn implementation and adoption of agreed changes across teamsEnsure improvements are practical, embedded, and sustained

Qualifications

8+ years leadership experience in financial advice operations, paraplanning, or client servicesProven experience in implementing and embedding change initiativesExperience leading process alignment across the wider business in a way that supports teams and enhances the client experienceProven ability to lead others and indirectly manage larger operational teamsStrong commercial and capacity‑planning mindsetHigh confidence engaging with advisers and senior stakeholdersAbility to balance people leadership with operational executionStrong people leadership capability, with the ability to coach, influence, and hold leaders accountable for outcomesSound operational judgment, balancing efficiency, quality, and client experience in day‑to‑day decisionsCommercial mindset, with a clear understanding of how operational performance supports adviser productivity and business resultsConfident capacity and workload management across competing priorities and adviser demandHigh level of data literacy, able to interpret information, identify trends or risks, and support sound decision‑makingDisciplined and structured approach to BAU execution, with strong follow‑throughComfortable operating within governance and risk frameworks, reinforcing consistent and compliant ways of workingCalm, resilient, and pragmatic leader, able to cut through complexity and drive practical outcomes

About Focus Partners Australia

Focus Partners Australia is part of Focus Financial Partners, a leading financial services firm based in the United States, comprised of wealth management, family office, and business management services. Focus Partners Australia offers integrated capabilities in investment and portfolio management, accounting, lending, insurance and related services from its offices in Sydney, Melbourne, Brisbane and the Gold Coast. Guided by a client-first ethos, we leverage the global expertise, platforms and capital strength of Focus Financial Partners to deliver holistic, fiduciary guidance across strategic planning, portfolio management, insurance, credit and tax. By fusing local insight with world-class resources, Focus Partners Australia helps its clients protect, grow, and transition their wealth at every life stage. Discover more about Focus Partners Australia at focuspa.com.au/ or LinkedIn.