Customer Services Manager

Client

Our client is a well-established financial planning organisation operating within a regulated AFSL environment. With a strong focus on adviser support, compliance and service excellence, they deliver high-quality administration services across both Australian and offshore teams.

About the Role

As Customer Service Manager – Administration Services, you will lead and manage the function across Australia and the Philippines. This role combines workflow leadership, offshore team management, quality assurance, compliance oversight and advanced technical implementation across superannuation, investments and insurance.
Reporting directly to senior leadership, you will play a critical role in driving service standards, team performance and continuous improvement initiatives.

Key Responsibilities

• Lead and manage the Administration Services function across Australian and Philippines-based teams, ensuring strong workflow coordination and SLA performance
• Drive operational excellence through effective capacity planning, process optimisation and performance management
• Provide structured leadership, mentoring and oversight to offshore staff, ensuring alignment with Australian compliance and service standards
• Maintain advanced technical oversight across superannuation, investments, insurance and SMSF implementation, acting as escalation point for complex matters
• Oversee Xplan governance, documentation standards and quality assurance processes to ensure accuracy and best practice
• Ensure adherence to AFSL, ASIC and internal compliance requirements, proactively managing risk and escalations
• Build strong relationships with advisers, providers and internal stakeholders to deliver high-quality service outcomes

What’s in it for You?

• Leadership role within a structured, growth-focused environment
• Hybrid working model (4 days in office, 1 day work from home initially)
• Opportunity to influence process improvement and team development
• Exposure to both local and offshore team management
• Stable, regulated financial services environment

About You

• 5+ years’ experience within an Australian financial planning practice or dealer group
• Demonstrated leadership experience (offshore team exposure advantageous)
• Advanced knowledge of superannuation, investments, insurance and SMSF processes
• Advanced Xplan experience (essential)
• RG146 compliant; Diploma of Financial Planning preferred
• Strong operational, compliance and stakeholder management skills
• High attention to detail with strong cross-cultural communication capability
  If this sounds like the right next step in your leadership career, apply now or reach out for a confidential discussion.

Nicky Hargreaves

0466173695
nicky.hargreaves@talentinternational.com