About the Role
The Wealth Operations Manager (internally known as Team Operations Manager) is responsible for the day-to-day leadership, supervision and coordination of a regional team of Client Executives and Paraplanners, ensuring consistent service delivery, effective performance and alignment with regional priorities. Reporting to the Regional Operations Manager, the role supports the achievement of regional objectives through effective management of team capacity, performance, service standards and operational activity.
The role also plays a key part in advancing Progeny's strategic priorities, including delivering consistently evidenced client outcomes, fostering a high-performing and development-focused culture, driving standardisation and simplification, accelerating digitisation and automation, strengthening brand identity, and supporting best-in-class M&A integration.
Key Responsibilities
Team Leadership & Regional Alignment
- Lead, supervise and support a regional team of Client Executives and Paraplanners, ensuring clear expectations, accountability and high standards of performance.
- Build a high-performing, development-focused team culture through coaching, feedback and capability building alongside Technical Heads.
- Translate regional priorities and operational goals into clear team actions.
- Provide effective day-to-day people management, supporting engagement, development and performance improvement.
Performance & Service Delivery
- Oversee day-to-day team performance, ensuring high-quality service delivery and positive client outcomes.
- Monitor team KPIs, productivity and client outcomes, using MI and data to evidence performance and identify improvement opportunities.
- Reinforce processes, service standards and behaviours that support a consistent and high-quality client experience.
- Promote practices that strengthen Progeny’s brand identity and client reputation.
Resource & Workflow Management
- Manage workflow, capacity and task allocation to ensure work is prioritised and delivered effectively.
- Balance workloads across Client Executives and Paraplanners in response to changing business needs.
- Identify capacity or workload risks early and work with the Regional Operations Manager to resolve them.
- Support scalable growth, including the effective integration of new teams or acquisitions through structured workload planning.
Continuous Improvement & Efficiency
- Drive standardisation and simplification of processes to improve consistency and reduce operational complexity.
- Champion digitisation and automation, encouraging adoption of systems and tools to improve efficiency and control.
- Identify opportunities to remove manual activity, streamline processes and enhance scalability.
- Promote consistent ways of working that support sustainable growth and operational excellence.
Risk, Regulation & Governance
- Ensure the team operates in line with regulatory requirements, internal controls and governance expectations.
- Monitor operational risks, errors and compliance concerns, taking prompt corrective or escalation action.
- Support operational practices that align with Progeny’s risk appetite and growth, including M&A activity.
Communication & Engagement
- Lead clear, consistent and timely communication across the team.
- Act as a key link between the Regional Operations Manager and the team, ensuring alignment and effective feedback loops.
- Promote engagement through regular communication, structured supervision and constructive feedback.
Collaboration & Strategic Contribution
- Work collaboratively with Regional Operations Managers, Regional Directors and Advisory teams to deliver aligned outcomes.
- Build strong relationships with Operations, Advisory, Technology, Risk and Compliance functions.
- Contribute to M&A integration activity, supporting onboarding of new teams and embedding consistent processes, culture and standards.
- Act as an ambassador for the Progeny brand, values and ways of working.
- Encourage knowledge sharing and best practice across the region.
What Success Looks Like
- Client outcomes are consistently high-quality and clearly evidenced through data and MI.
- The team is high-performing, engaged and development-focused.
- Service delivery is consistent, efficient and aligned to agreed standards.
- Processes are standardised, simplified and applied consistently across the team.
- Digital tools and automation are embedded, improving productivity and reducing manual effort.
- Workflow, capacity and resourcing are managed effectively, with risks identified early.
- The team supports successful integration of acquisitions, maintaining performance and consistency.
- A clear and consistent client experience reflects the Progeny brand identity.
- Communication between leadership and the team is clear, effective and timely.
Skills & Capabilities
- Strong people management and team leadership capability.
- Ability to manage workflow, priorities and service delivery in a fast-paced operational environment.
- Data-driven approach to performance management and continuous improvement.
- Ability to coach, support and develop individuals and teams.
- Experience leading change, transformation or integration activity (including M&A).
- Strong focus on simplification, standardisation and operational scalability.
- Experience with digital tools, workflow systems or automation solutions.
- Confident communicator with the ability to influence and build relationships.
Behaviour
- Role models Progeny’s values and leadership behaviours.
- Supportive, collaborative and solutions-focused.
- Accountable for team performance and delivery standards.
- Resilient and adaptable in a regulated, fast-changing environment.
Knowledge
- Strong understanding of operational service delivery and team supervision.
- Knowledge of regulatory, risk and governance requirements in a client service environment.
- Understanding of workload planning, capacity management and service standards.
- Awareness of how digital tools, process discipline and consistency drive performance and client outcomes.
