Subject Matter Expert

About this role

Overview of the role
The Subject Matter Expert role exists to ensure high‑quality, compliant, and technically sound advice delivery by embedding deep technical expertise and quality assurance into the end‑to‑end advice process.
This hybrid role leverages the team’s established experience as Process Experts in different disciplines to bridge knowledge and capability gaps within the frontline, particularly for Paraplanners, Financial Planning Assistants, Mortgage Broking Assistants, and Accounting Assistant/Bookkeeping Assistant.

Main duties include:
Technical & Quality Assurance (PPs, FPAs, and MBAs)
Review and vet SOA plans for:
Technical accuracy
Compliance with regulatory and internal policy standards
Alignment to advice strategy and client’s best interests
Identify technical gaps, risks, and improvement opportunities prior to plan completion
Maintain consistent application of advice frameworks across products and strategies

Bot / AI Integration & Enablement (PPs, FPAs, and MBAs)
Integrate the Automation into quality control and advice review process
Validate bot outputs to ensure:
Accuracy and relevance of technical guidance
Alignment with approved advice frameworks
Provide feedback to continuously improve Automation effectiveness
Educate frontline teams on how to correctly leverage bot support in advice workflows

Knowledge & Capability Uplift
Act as a go-to technical escalation point for frontline teams
Provide targeted coaching, feedback, and learning recommendations based on review outcomes of output checking (SME support) or plan vetting.
Contribute to development of technical playbooks, guidance notes, and best‑practice examples
Continue to deliver monthly ‘All-In’ meetings with PPs, FPAs, and MBAs, focusing on updates to industry funds, regulatory changes, and evolving market trends. This initiative supports capability uplift across the frontline by ensuring teams are equipped with current, relevant information, driving consistency in messaging, improving client outcomes, and proactively addressing knowledge gaps through open discussion and feedback.

Continuous Improvement & Risk Reduction
Analyze recurring SOA issues and error trends through the collated report from the Service Excellence
Recommend systemic improvements to advice processes and existing workflow and report this to QA Tech Assistance Lead and TQM.
Partner with L&D to strengthen process improvement efforts by integrating SME-driven insights on key opportunity areas, based on validated plans and outcomes derived from hands-on support to frontline TMs, ensuring targeted closure of skill and knowledge gaps
Conduct Performance Development Action Plan (PDAP) assessments to evaluate employee capability through assigned tasks and output review. Provide structured feedback to line managers, highlighting performance outcomes, and identifying opportunities across behavioural, skill, and process areas. Track and report assessment results, including pass/fail outcomes, progression status, and attrition indicators, to support continuous improvement and risk mitigation.

Universal Assignment Responsibilities
The SME may be deployed into client or internal assignments to provide hands-on support. Responsibilities include:
Delivering end-to-end advice support, including plan writing (for those with PP certificate and experience), pre- and post-implementation, lodgement, compliance checks, and ad-hoc tasks
Adapting to varying client preferences, licensee standards, and operational frameworks
Collaborating with existing practice team members to ensure seamless service delivery
Providing ongoing support to shared service channels (including VBP Assist)
Contributing to process improvement initiatives and documentation based on assignment insights

Requirements
Technical
Strong understanding of:
Financial advice documents (SoA, RoA)
Compliance and audit standards
Ability to interpret quality beyond surface-level errors
Familiarity with Xplan or equivalent tools
At least a senior FPA/PP/MBA or has 2 years of experience on the end-to-end advice/loan implementation

Analytical
Identify patterns, trends, and root causes
Translate QA findings into clear, actionable insights

Digital / Automation Mindset
Comfortable working with:
QA tools and automation systems
Structured workflows
Ability to operate effectively in:
Automation-assisted environments
Exception-based processes
Open to continuous change and process improvement

Coaching & Influence
Provide clear, constructive, and actionable feedback
Collaborate with CX and CD
Benefits
Competitive salary and performance-based bonus opportunities
500K per incident HMO coverage + Dental & Optical benefits
2-week paid Christmas vacation
Referral bonuses
Opportunities for professional development and career advancement
Supportive and collaborative work environment
Fixed Schedule of Mon-Fri from 7 AM to 4 PM