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The Indispensable Role of a Practice Manager

By
Amy North

Articles

Within financial services, the role of a practice manager is often undervalued. While they may not directly engage with clients, their impact on the smooth functioning of operations is unparalleled. Overlooking this crucial position can lead to inefficiencies that ultimately affect client satisfaction and profitability.

A multitude of operations within financial practices demand meticulous management, including back-office systems, finances, human resources, processes, procedures, marketing, and workloads. Handling these diverse facets can overwhelm even the most seasoned business leaders, leading to the classic dilemma of being a “Jack of all trades and master of none.” This is precisely where a practice manager steps in.

Businesses must understand that the delivery of financial advice is their core service. While leaders may grapple with regulatory, operational, and customer service challenges, sustainable success hinges on consistently delivering profitable financial advice.

Therefore, practice managers must view the way a firm delivers financial advice, as an interconnected system. Even if a system is well-designed, it can still fail. The best way to prevent this is to have one person oversee and manage the different components. Once a firm understands and accepts that all the background operations are connected, they will be more streamlined, more productive and ultimately more profitable.

For smaller firms unable to afford a full-time practice manager, outsourcing support for a few days each month can be a viable solution. Notably, engaging external support introduces fresh perspectives and strategies, mitigating the risk of stagnation. Moreover, business owners regain the luxury of personal time, allowing them to recharge and pursue interests outside work, while the practice manager efficiently handles day-to-day tasks.

A practice manager serves as a linchpin for fostering a culture of continuous improvement within the business. By regularly assessing processes, identifying inefficiencies, and implementing targeted solutions, they catalyse growth and innovation. Their role extends beyond mere oversight; they act as catalysts for positive change, driving the firm towards operational excellence and adaptation to industry trends.

Financial advisers, irrespective of their experience, encounter unique challenges in business management. Whether grappling with client acquisition, financial management, technology integration, or team leadership, navigating these complexities can be daunting. In such scenarios, seeking external guidance for strategic coaching, reassurance, and expert advice can be immensely beneficial.

At We Complement, our experienced team stands ready to provide invaluable support to financial planning firms. Whether you seek operational optimisation, strategic guidance, or simply wish to explore fresh perspectives, our dedicated are here to assist you on your journey to success. We can provide support with back-office systems, finances, human resources, processes, marketing, and tech. Reach out to us online or via phone at 01472 728 030 to discover how we can improve your firm’s performance and profitability.

 

At We Complement, we’ve been delving deep into the elements that constitute an exceptional Centralised Retirement Proposition (CRP). A CRP is more than merely a Centralised Investment Proposition (CIP) modified slightly for retirees. It should offer a reliable, repeatable, and consistent procedure for managing clients in the decumulation phase, with an emphasis on financial planning aspects that are particularly crucial at this life stage. This article aims to highlight areas to contemplate while devising an appropriate and sustainable withdrawal strategy for your clients. This article is not intended to be an exhaustive checklist of what a CRP should include, nor does it favour one strategy over another. Instead, it aims to stimulate thoughtful discourse and consideration. We hope it offers some valuable insights!

How do you determine the sustainable withdrawal rate for your clients?

Clients typically rely on their pensions to sustain them throughout their remaining years, necessitating guidance to discern the ideal withdrawal amount to ensure their pension does not deplete prematurely. The calculation of this figure is a challenging process, not necessarily an exact science, underlining the importance of documenting your methodologies and the reasoning behind them. Having this documentation can provide a solid defence should a client question or challenge your conclusions in the future, demonstrating the how and why of your calculations. What considerations factor into your sustainable withdrawal rate? Do you adhere to the often referenced 4% sustainable withdrawal rate proposed by William Bengen, or do you modify this percentage for UK investors? How do fees impact the sustainable withdrawal rate? Do you consider that the sustainable withdrawal rate might change for portfolios with different asset allocations? Do you apply a uniform sustainable withdrawal rate to all clients? What research and evidence support your approach? Determining a suitable withdrawal strategy is a significant aspect of assisting your clients with retirement planning. Your CRP is the perfect place to justify your thought process.

How much are you allocating to cash?

As discussed in last week’s newsletter: CRP Deep Dives: Decumulation Risks, sequencing risk can significantly influence the longevity of a pension pot. To mitigate this risk, some advisers adopt a bucket strategy or maintain a certain amount of cash ready for withdrawals. Some advisers avoid this approach and don’t place any more importance on cash than they would for an accumulation client.

Both approaches have their merits and can be backed by compelling arguments. The critical factor is to clarify your methodology and substantiate the reasoning behind it. This clarification promotes a consistent procedure across the firm and among clients, ensuring that your advice is robust, well-founded, and evidence-based.

What if things don’t go to plan?

The unpredictability of the future plays a significant role in making retirement planning a challenging task. Unforeseen events such as market downturns or significant life changes can disrupt even the most meticulously crafted plans, underscoring the need to prepare for the unexpected. What measures do you implement to counteract unexpected occurrences? Do you frequently engage in discussions about contingency plans with your clients? If so, at what stage do you determine that it’s necessary to resort to these contingency plans?

What probability of failure are you comfortable with?

Choosing a sustainable withdrawal rate often requires balancing a higher income against the risk of depleting the portfolio. Some clients might favour the potential of a higher income, despite the risk of it running out, as opposed to the certainty of a lower, but enduring income. Your CRP could be an opportunity to document the level of uncertainty you are typically willing to tolerate when deciding on a sustainable withdrawal rate, the reasoning behind that tolerance, and how you approach this compromise with clients.

Assumptions about longevity

Predicted longevity is a crucial factor in determining the sustainable withdrawal rate, and your methods for estimating probable longevity can be documented in a Centralised Retirement Proposition (CRP). Do you use a standard life expectancy for all clients? Do you rely on longevity data from authoritative sources like the Office for National Statistics? When advising a couple, do you factor in the likelihood of at least one partner reaching a specific age, or do you evaluate their life expectancies independently? Your CRP is the optimal platform to outline the assumptions you make regarding longevity and the process by which you arrive at these assumptions.

Establishing a resilient CRP requires recognising and mitigating risks to assure clients of a secure and sustainable retirement income. It’s crucial to craft strategies that resonate with clients’ risk tolerance, objectives, and personal circumstances. Although CRPs may not be heavily regulated, integrating these risk considerations can significantly enhance the quality and efficacy of your retirement planning services.  If you’re contemplating a review or implementation of your CRP, consider enlisting the expertise of our seasoned professionals. We specialise in constructing bespoke CRPs, finely tuned to meet your clients’ distinctive needs. Get in touch with us either online or by dialing 01472 728 030. We’re at your service, ready to deliver top-notch due diligence and investment research services.

 

Are you ready to transform your advisory practice into a seamlessly efficient powerhouse? At We Complement, we understand the critical role client management plays in the success of adviser firms. Our Client Management Service will revolutionise the way you interact with clients, streamline administrative processes, and give you the time and confidence to grow your business.

Efficiency Redefined:

Say goodbye to complicated and disconnected processes! Nicola Porter, our Head of Operations, and our team know what works. They are focused on cutting out inefficiencies, so you can concentrate on what you do best—providing expert financial advice. With a keen eye for detail, they handle the complexities of data gathering and organisation, setting the stage for solid client recommendations.

Proactive Case Management:

Ever felt overwhelmed by administrative bottlenecks?  Yep, we understand, our team go beyond just managing cases; they relentlessly push for progress, refusing to accept delays. Your business deserves a dynamic force that keeps things moving, and our team is up to the challenge.

Seamless Communication:

Imagine a world where communication breakdowns are a thing of the past. We have mastered communication, and are always 5 steps ahead- never playing catchup.  We Complement ensures that information flows effortlessly between you, and your clients and anticipates the next steps. Fostering a collaborative environment that maximises productivity. Imagine the ease that comes with a well-connected team working in perfect harmony.

Why Choose We Complement’s Client Management Service?

Boosted Efficiency, Amplified Results:

Our streamlined administrative processes are designed to amplify your productivity. By optimising every step, we save you time, allowing you to focus on what truly matters—delivering exceptional financial advice and growing your client base.

Precision and Compliance:

Navigate regulatory requirements seamlessly with We Complement. Our client management service gives you access to a comprehensive suite of suitability templates our paraplanners designed with Consumer Duty in mind. Paired with our dedicated team of paraplanners, our unwavering commitment to technical accuracy guarantees not just compliance, but surpassing regulatory standards. Stay ahead confidently.

Enhanced Client Experience:

Elevate your client interactions with prompt, efficient service. Our service helps you to exceed client expectations, fostering strong relationships. We embed ourselves as part of your team and solidify your reputation as a trusted financial adviser.

Cost-Efficient Operations:

We Complement doesn’t just optimise your processes; we save you money. Inefficient processes can be costly. We will review your administrative functions, (How many different licenses are you paying for systems that have the same functions?) and make suggestions as to how you can cut down on both time and financial resources, ultimately boosting your bottom line.

Administrators serve as the first and last point of contact for clients, representing your business throughout. Acknowledging and valuing their skills is crucial for the success of your advisory firm. Whether you’re a financial adviser seeking improved efficiency or a business owner aiming to elevate the advice journey, We Complement provides an all-encompassing solution. Contact us online or call 01472 728 030 to discover how we can enhance your client management services.

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Tel: +44 (0)1472 728 030
Email: hello@wecomplement.co.uk

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