Company Description
Spark Shared Services is the dedicated shared services division of Spark Financial Group, delivering administration and paraplanning support to a growing national adviser network. The division plays a critical role in maintaining operational excellence, service standards and compliance alignment across the Group.
Spark Financial Group has been empowering Advisers to build their legacy since 2018 by providing the infrastructure and strategic support required to build sustainable and impactful businesses.
Since July 2023, Spark Financial Group has operated as a profit-for-purpose organisation, donating 100% of its profits to charitable causes including improving financial literacy among children, supporting Indigenous communities, and addressing domestic violence.
The Group supports over 80 Authorised Representatives across Australia, managing more than $1B in funds and $30M in in-force premiums.
Role Description
This is a full-time hybrid role for a Customer Service Manager, based in Brisbane (with one day per week work-from-home flexibility).
Reporting to the Head of Shared Services, the Customer Service Manager leads the Administration Services team who are a combination of Australian and offshore Customer Service Officers (CSOs) in the Philippines.
The position combines operational leadership with strong technical capability in financial planning administration. Xplan and practical experience across superannuation, pensions, investments, insurance and SMSF implementation are essential.
Key responsibilities include:
Leading daily workflow allocation and SLA management
Managing and mentoring offshore CSOs in the Philippines, including performance reviews and structured development
Acting as escalation point for complex implementation matters
Maintaining quality control and compliance standards within Xplan
Overseeing superannuation, pension, investment and insurance implementation processes
Ensuring accurate documentation, audit trails and process discipline
Driving operational improvements across systems and workflows
Supporting adviser relationships through clear communication and service excellence
You will be expected to remain hands-on and capable of completing implementation work where required.
Qualifications and Experience
We are seeking someone who brings:
Minimum 5+ years' experience within an Australian financial planning practice or dealer group
Demonstrated experience overseeing offshore teams in the Philippines (advantageous)
Advanced, recent practical Xplan knowledge
Strong technical knowledge of superannuation, pensions, investments, insurance and SMSF implementation
Experience managing KPIs, SLAs and workflow accountability
Strong understanding of AFSL compliance expectations and documentation standards
Minimum RG146 compliant, Diploma or Advance Diploma of Financial Planning (advantageous)
You will also demonstrate:
High attention to detail and structured operational thinking
Strong leadership capability with the confidence to manage performance conversations
Clear communication across cross-border teams
Analytical skills to monitor quality and improve service outcomes
Salary commensurate with experience.