Head of Client Implementation and Practice Operations

• Own and continually improve the practice’s implementation process.
  
• Understand the approved advice, the client’s preferences and each product provider’s requirements before work begins.
  
• Take responsibility for implementing the key elements of approved advice accurately and efficiently.
  
• Use the practice’s agreed implementation structure, adapting it when a client matter or provider requirement calls for a different approach.
  
• Keep clear records of decisions, actions, evidence and completion, and raise advice, compliance or client-impact issues with the adviser promptly.
  

• Lead each client’s implementation project from authority through to completion.
  
• Make sure the team understands the key milestones, responsibilities, client actions, dependencies and next steps for each matter.
  
• Keep advisers and the client service team across bottlenecks, delays, provider issues and emerging risks.
  
• Direct and coordinate the work required across the team and with product providers and other external parties.
  
• Lead appropriate implementation meetings and keep clients clearly informed about progress, timing, responsibilities and outstanding actions.
  
• Step in when work is stalled or unclear, resolve implementation issues within authority and escalate matters requiring adviser or principal input.
  

• Review how client work moves through the practice, including hand-offs, checks, templates and expected timeframes.
  
• Identify recurring delays, duplication, rework, unclear ownership and unnecessary manual steps.
  
• Work with the team to make practical improvements, and update the practice’s processes and templates where needed.
  
• Document agreed ways of working and help the team adopt them through training, support and regular follow-up.
  
• Check that changes are working in practice and adjust them when they are not.
  

• Take a high degree of ownership over how technology supports the practice’s vision, agreed priorities and client service delivery.
  
• Maintain strong working knowledge of Power BI, Fin365 and Microsoft 365, including how tasks, workflows, sequences and reporting are set up and used across the practice.
  
• Design, build and refine workflow automation that reduces manual administration and frees the team to focus on work that adds value for clients.
  
• Lead the development and ongoing improvement of Microsoft agents and other approved AI tools used by the practice.
  
• Develop and refine prompts, instructions, rules and supporting logic so AI and automation tools produce reliable and useful outcomes.
  
• Work with the principals to identify parts of the business that can be automated without weakening client care, professional judgement, checks or accountability.
  
• Assess emerging technology and potential providers, and recommend practical opportunities to improve efficiency, quality and the client experience.
  
• Coordinate testing, implementation, team adoption and review of approved technology changes.
  
• Maintain reliable data and reporting, and ensure technology changes consider privacy, information security, record keeping and business continuity.
  
  

• Document important knowledge, cross-train key tasks and reduce reliance on any one person.
  
• Encourage accountability, constructive challenge and continuous learning.
  
  

• Give the principals a concise view of client delivery, capacity, service issues, risks and improvement priorities.
  
• Maintain a practical improvement plan based on priorities agreed with the principals.
  
• Coordinate agreed projects and clearly identify progress, dependencies and decisions required.
  
• Recommend changes to roles, processes, systems or checks when experience and evidence show a better approach is needed.
  

• May make operational decisions within documented delegation and agreed practice policies.
  
• May lead implementation meetings.
  
• May recommend workflow priorities, process changes, technology improvements and capability development.
  
• Must escalate advice changes, material client detriment, compliance concerns, security incidents, unresolved conflicts and decisions outside delegated authority.
  

Requirements

• Strong implementation knowledge and ability to understand the practical intent and sequencing of approved advice.
  
• Demonstrated ownership of complex, multi-party client work.
  
• Sound judgement, prioritisation and risk awareness.
  
• Confident, accurate and appropriately bounded client communication.
  
• Ability to lead workflow discussions and create clarity where information is incomplete or competing.
  
• Strong systems thinking and confidence redesigning processes, workflows and task sequences rather than accepting recurring workarounds.
  
• Significant practical understanding of Power BI, Fin365, Microsoft 365, workflow automation, Microsoft agents and applied AI.
  
• Ability to develop and refine prompts, instructions, rules and supporting logic for reliable AI-assisted work.
  
• Curiosity and sound judgement when assessing emerging technology, balanced with privacy, security, risk and practical value.
  
• Constructive leadership, coaching and influence across the practice.
  
• High standards of documentation, data integrity, privacy and accountability.
  
• Commercial awareness without assuming responsibility for business strategy outside delegation.
  

• Clear practice-wide visibility over implementation status, ownership, dependencies and risks.
  
• Improved completion, timeliness and quality of client implementation.
  
• Reduced stalled work, avoidable rework and repeated operational failures.
  
• Consistent client communication and confidence during implementation.
  
• Reliable adoption and measurable benefit from Fin365, Power BI, Microsoft 365, workflow automation, Microsoft agents and other approved technology.
  
• Less time spent on repetitive, non-client-value-adding administration while appropriate checks and accountability are maintained.
  
• Useful management reporting and better visibility of tasks, workflow, capacity and client delivery.
  
• AI tools, prompts and automation are regularly reviewed and refined for quality, reliability, privacy and security.
  
• Improved team capability, cross-training and independent problem-solving.
  
• Reliable operational reporting and timely escalation of material issues.
  
  

• Does not formulate, approve or vary personal financial advice unless separately qualified, authorised and appointed to do so.
  
• Does not assume responsibility for paraplanning or Records of Advice as a core function.
  
• Does not replace the principals’ strategic leadership, commercial authority or formal governance obligations.
  
• Does not permit process efficiency to override client interests, compliance, privacy, security or record-keeping obligations.
  

Benefits