Wealth Support Manager

About Partners Wealth Group
At Partners Wealth Group (PWG) we are proud of our dynamic culture. We have and will continue to invest in our people, systems and facilities and have seen exciting growth in all areas to make us one of Australia’s leading providers of business and financial advisory services for high net worth individuals, business owners and organisations.
We exist to help Clients, Partners and our People to unlock a world of possibilities to surpass their financial and lifestyle goals. We have experienced impressive growth over the last few years, through our unique positioning in being able to provide clients and referral partners with a seamless broad-based service offering which meets their financial and business needs.
In 2022, PWG was named as one of Australia’s Best Places to Work by the AFR and certified Great Place to Work in 2024. We actively seek team members who can demonstrate how they will proactively add to our culture, and naturally represent our core values of Integrity, Excellence, Accountability, Collaboration and Resilience.
Position Summary
The Wealth Support Manager is responsible for the performance and continuous improvement of PWG’s Ongoing and Implementation functions. These teams deliver ongoing client service, advice implementation and post-advice administration at scale.
The role ensures every piece of approved advice is implemented accurately and on time, every ongoing service client receives their reviews within service level agreements, and the day-to-day client experience is consistently exceptional. The Wealth Support Manager is part of the Operations Leadership Team who partners with the Enablement Manager and Paraplanning Manager to deliver an integrated advice operating model.
Key Responsibilities and Tasks
Review Team LeadershipLead and develop the Review Associate team to deliver scheduled client reviews within service level agreementsOversee consistent execution of quarterly, half-yearly and annual review obligations under ongoing service agreementsTrack and report on review completion, renewals and review revenue collectionAct as escalation point for complex or at risk ongoing clients
Implementation Team LeadershipLead and develop the Implementation Associate team to execute approved advice accurately and on timeOversee implementation pipelines across investment, insurance, superannuation and platform changesEmbed strong four-eye check disciplines, control points and settlement confirmations across all implementation activityResolve complex or at risk implementation files in partnership with advisers and product providers
Operational Performance & CapacitySet, monitor and report on team KPIs (SLA adherence, error rates, rework, throughput, revenue capture)Plan team capacity in line with adviser demand and business prioritiesMonitor implementation and review SLAs, identify bottlenecks and re-allocate workload to maintain outputMaintain accurate workflow tracking in Salesforce and XPLAN, champion data quality at the sourcePartner with the Business Analysts to surface insights and drive performance improvements
Client & Referrer ExperienceEnsure clients receive timely, professional service across all review and implementation touchpointsEmbed continuous improvement of the post advice client experience
Risk, Compliance & Governance Complete report on Monthly Compliance checks across key risk areas i.e. AML/ CTF, Cash Transfer Policy and Wholesale adviceLead complaint handling and remediation activity arising from review or implementation issues partnering with our internal Risk & Compliance teamSupport audit, vetting and remediation programs as requiredMaintain procedures, checklists and SLAs to a current and audit ready standard
Cross-Functional Integration Partner with the Enablement Manager and Paraplanning Manager to keep advice handoffs efficient and consistentChampion process improvements that reduce rework and improve adviser experienceRepresent Review and Implementation in operational forums, projects and system enhancements
Team Culture & Development Recruit, onboard, coach and develop Review and Implementation team members alongside the People & Culture teamBuild clear progression pathways for associates within the Review and Implementation functionsContribute positively to PWG’s culture and Core Values
Experience Requirements
2-5 years’ experience leading advice support, client services or implementation teams in financial planningStrong working knowledge of ongoing service obligations and associated processesHands-on experience deep knowledge of advice operations, compliance and licensee requirements with CRM and platform/insurance/super provider workflowsProven track record managing a team, SLAs, capacity, development and operational risk
Preferred Skills
Strong people leadership and coaching capabilityExcellent organisation, prioritisation and follow-throughConfident with data, dashboards and operational reportingHigh attention to detail with a strong quality mindsetExperience with Salesforce and Xplan (desirable)
Education Requirements
Tertiary qualification in business, finance, commerce or related discipline (desirable)Diploma of Financial Planning / Financial Services or equivalent (desirable)
What We Offer
At Partners Wealth Group, we're passionate about helping our people build rewarding careers in a supportive and collaborative environment. We invest in your professional growth, wellbeing, and long-term success, with benefits including:
Structured career pathways, mentoring and ongoing development opportunitiesAnnual performance bonus opportunities and Pathway to Equity programFlexible working arrangements and additional leave optionsHealth & Wellbeing Allowance and Employee Assistance Program (EAP) supportPaid parental leave and family wellbeing support programsReferral bonuses, service recognition and staff discounts
Make a real difference to clients' financial wellbeing and be part of their journey to financial security