Head of Client Implementation and Practice Operations

About 5 ELK

5 ELK is an outsourcing provider working with Australian businesses to develop financial advice that creates wealth, happiness and freedom for its clients.

We’re all about creating win‑win partnerships, growing careers, and helping people do work they’re proud of.

The ROLE

To ensure approved advice is implemented carefully, efficiently and with clear ownership. The role connects advisers, the client service team, clients, product providers and technology partners so that client work is well organised, visible and followed through.

The role leads client implementation, improves the practice’s day-to-day systems and supports the team to deliver a consistent client experience. It is a hands-on senior role in a boutique financial planning practice.

We have (3) three office locations: Cebu City, Dumaguete & Pampanga (San Fernando)

*Office-based | Schedule: Dayshift 6:00 AM - 3:00 PM Monday - Friday (Saturday & Sunday Day Off)

What YOU’LL DO
Owning Client Implementation

• 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.

Leading Client Implementation and Workflow

• 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.

Improving the Way We Work

• 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.

Technology, Automation and AI Enablement

• 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.

Building Team Capability

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

Practice Planning and Reporting

• 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.

Decision-Making Authority

• 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.

What WE’RE LOOKING FOR

• 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.

The Perks

• Competitive salary package
• HMO coverage and wellness programs
• Dayshift schedule
• Weekends off & Christmas shut down
• Modern office with an In-house pantry
• Continuous learning & career growth
• Fun, inclusive culture
• Sports clubs, social activities and milestone celebrations