Subject Matter Expert

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 

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 

• 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