Practice Manager - IFA

Mulberry Recruitment; England; On-site; GBP 55,000

Job description

Practice Manager - IFA

Location: Hambledon / Petersfield (working between two offices)

Hours: Full-time (Monday-Thursday 9am-5pm, Friday 9am-4pm)

Salary: £55,000

My client, who is within Financial Services, is looking to recruit for a Practice Manager. This is a pivotal role combining operational leadership, people management, and client servicing oversight to ensure smooth day-to-day running of the business and outstanding outcomes for our clients and team.

Role Summary

The Practice Manager will play a key leadership role in overseeing the operational and client servicing functions across the business. Working closely with the Directors, Pod Leaders, and wider team, this role will ensure systems, processes, people, and client journeys are efficient, consistent, compliant, and scalable. This is a hands-on role with a strategic lens - perfect for someone who thrives in a varied, people-focused environment.

Operations & Business Management

1. Lead and manage daily operational functions across both offices.
2. Drive improvements in internal systems, workflows, and documentation to support business growth.
3. Support business planning, budgeting, and MI reporting alongside the Directors.
4. Ensure systems (e.g. Salesforce, IO, Outlook, BreatheHR) are used effectively and consistently across the business.
5. Oversee regulatory and compliance administration, supporting the Head of Adviser Proposition and external compliance teams.

People & Team Leadership

1. Line manage the client servicing team, providing leadership, motivation, and development.
2. Oversee recruitment, onboarding, and performance reviews of support staff (in collaboration with team leaders).
3. Maintain and develop team culture, supporting wellbeing, collaboration, and accountability.
4. Support HR administration via Breathe HR, including holidays, 121s, training, and documentation.

Client Servicing & Experience

1. Ensure consistent and excellent client experience across all pods and teams.
2. Monitor and improve client servicing processes and service level standards.
3. Act as escalation point for client servicing queries and issues.
4. Oversee adherence to servicing workflows, turnaround times, and quality control metrics.

Project Delivery & Change Management

1. Lead operational and client service improvement projects across the business.
2. Coordinate cross-team initiatives and strategic plans (e.g. annual review process, system upgrades, adviser onboarding).
3. Support the Directors in driving innovation and scalable infrastructure.

What We're Looking For

1. Proven experience in a senior operational, office, or practice management role - ideally within financial services or a regulated environment.
2. Confident team leader with experience managing people and developing culture.
3. Strong understanding of client servicing in a financial advice context.
4. Excellent organisational, communication, and systems skills.
5. A proactive problem solver with a calm, positive, and collaborative approach.
6. Comfortable working with discretion and maintaining confidentiality.