Requirements: Understanding of FAIS and FICA legislation. 2-3 years in the financial services industry is advantageous. Relevant tertiary education or courses. Computer skills: Microsoft Office (Excel, Word, Outlook essential), SharePoint, Xplan. Good verbal and written communication skills. High energy, customer-centric, and relationship-oriented. Methodical, accurate, with meticulous attention to detail. Organizational skills with the ability to prioritize, plan, and manage projects. Critical thinking: ability to strategize, research, and interpret. Problem-solving ability to apply creative skills in evaluating problems and identifying optimal solutions while being flexible to meet clients’ changing needs. Resilient under pressure with the ability to multi-task. Responsibilities and expectations but not limited to: Client Services: Implement the client services experience as defined by the Head of Operations. Oversee administrative processes and controls in the Financial Planning practice. Act as liaison between Financial Planner Partner and product providers. Manage client queries and transactions, ensuring efficient service delivery. Follow the formal complaint resolution process. Uphold the principles of Treating Customers Fairly. Operations: Collation of all client-related information (data discovery and fact find) and preparation of documentation for engagement between the Financial Planning Partner and client. FICA and AML capture and checking during client onboarding. Checking transition documentation for completeness and accuracy in alignment with the relevant client file checklist and lodgment rules. Administration of client transfers and new business transactions. Submission and monitoring of intermediary appointment notes to ensure clients successfully transfer to the license group and ongoing fees are received from relevant PPs. Capture, checking, and submission of new business documentation and applications, ensuring completeness and accuracy per lodgment rules. Monitoring underwriting and acceptance of new business transactions. Arranging medicals for clients where required and following up on outstanding requirements to ensure timely confirmation by relevant PPs. Providing ongoing service and maintenance support to the Financial Planning Partner and clients. Checking commission statements from CommPay and PPs, managing commission suspense accounts aligned to compliant new business lodgment. Escalating commission/fee issues with PPs as necessary. Operational support for Portfolio Managers and CRMs: Assistants align with the PCS CRMs to ensure complete pre-population of PCS mandates and applications. All instructions to PM and CRMs initiated and maintained via Xplan tasks. IT and Systems: Preparation of client portfolios using Astute and/or product provider information, ensuring Xplan Policy Schedules are up to date and accurate. Data capture of client demographic and financial data (ASTUTE, PPs, and manual) on Xplan. Data integration between Xplan and IWP for handover to BDM or Financial Planning Partner. Upload scanned copies of all documentation into Xplan, including relevant client file checklists. Ensure proper record-keeping in line with business rules, legislation, and safe storage in Xplan. Distribute client communications as stipulated in the client management plan and as requested by the Financial Planning Partner via Xplan. Use Xplan notes and tasks extensively to manage client records and practice organization. Prepare for client reviews using the client review template and by producing and checking Client Consolidated Reports (CCR) from NAV. Maintain an accurate diary system with Xplan and Outlook integration. Address technology issues experienced by the Financial Planning Partner and liaise with IT support for solutions. NAV and KPIs: Full awareness and understanding of information available on NAV to support the Financial Planning Partner(s). Track and monitor personal KPIs on NAV, seeking assistance from POM where gaps are identified. Liaise with the Financial Planning Partner on all data and practice attributes on NAV. Marketing Support: Assist with organizing client events in conjunction with the events coordinator, including venue bookings, RSVP management, and event logistics. Support Financial Planning Partners at client events. Serve as the primary point of contact for clients to strengthen relationships. Office Management: Support general office management, including reception, facilities, meeting room management, stationery, and marketing materials. Submit orders for stationery, business cards, marketing brochures, and client folders to the Partnership Operations Manager to avoid running out of stock. If you do not hear from us within two weeks of applying, you may assume that your application was unsuccessful.

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