A growing, values‑led financial planning business is looking for a Client Services Manager to take ownership of operations and help create the conditions for sustainable growth.
This is a pivotal leadership role designed to ensure the business runs smoothly, efficiently and consistently - freeing senior leaders to focus on clients, strategic direction and business development.
You’ll bring structure, pace and accountability to the operational heartbeat of the business while developing people, improving workflows and maintaining exceptional client standards.
The Opportunity
This role exists to:
- Create flow across teams and processes
- Raise standards and consistency
- Protect leadership time
- Develop and support future talent
You’ll become the operational anchor for the business, ensuring work moves seamlessly from planning through to delivery.
Key Responsibilities
Operational Leadership
- Oversee day‑to‑day operations across administration and paraplanning functions
- Lead, coach and develop operational teams through regular feedback and performance management
- Improve and streamline internal processes to support growth and efficiency
- Act as the first point of resolution for operational challenges before escalation
Workflow Ownership & Delivery
Take full accountability for the end‑to‑end client workflow to ensure:
- Meetings are fully prepared and delivered smoothly
- Follow‑up actions, suitability reporting and implementation activity happen on time
- Work transitions seamlessly across teams
- Deadlines are consistently achieved without leadership intervention
You’ll also:
- Run weekly workflow and resource planning
- Monitor team capacity and identify bottlenecks
- Reallocate work proactively when priorities shift
- Anticipate operational risks before they affect client experience
Client Experience
- Ensure a professional, seamless onboarding and ongoing service experience
- Maintain and continuously improve service standards
- Support resolution of more complex client service matters
- Embed warmth, professionalism and attention to detail throughout operational delivery
Team Leadership & Culture
- Lead and support administration and paraplanning professionals
- Conduct regular 1:1s, appraisals and development conversations
- Create pathways for progression and development, including junior talent
- Foster a culture built on accountability, confidence and continuous improvement
Continuous Improvement
- Own and refine operational processes across the business
- Improve handovers and reduce duplication
- Deliver operational projects through to completion
- Support the development and effective use of CRM and workflow systems
About You
- Experience in a Senior Operations Manager, Practice Manager or Business Manager role within a financial advisory environment
- Exposure to financial planning, wealth management or another regulated professional services environment
- Strong understanding of operational delivery and process management
- Experience leading and developing teams
- Excellent organisational and problem‑solving capability
- Confidence working alongside senior stakeholders and influencing outcomes
- High standards, strong ownership and a proactive approach
Why Join?
This is an opportunity to join a growing professional services business at an exciting stage of development and play a meaningful role in shaping how the business operates and scales.
If you enjoy bringing order to complexity, developing people and creating exceptional operational standards, we’d love to hear from you.
Our Diversity, Equity and Inclusion Mission
At IDEX, we strive for an inclusion‑first company culture where everyone is treated fairly and can bring their authentic selves to work. We recognise and acknowledge that diverse representation at every level of our business requires continuous and measurable effort. We are committed to driving conscious inclusion across our business and creating equitable pathways.
