Meet them first. Say no if it's not right.
In most outsourcing pitches you meet a salesperson and inherit a stranger. We do it the other way round — and you can say no.
The name on your engagement
Every client has a named lead from this group. They review output, run the weekly check-in, and are who you ring when something's wrong.
Fifteen years in Australian advice operations, latterly running practice support for a 40-adviser licensee. Started PLTCo after failing to hire three paraplanners in a year.
Adelaide-raised, Melbourne-based, still barracks for the Crows.
Nine years a practice paraplanner before crossing the desk. Owns the document standard every PLTCo SOA is checked against.
Will argue about SOA templates for hours. Has.
Runs data migrations and the verification process behind them. Believes an exception report is worth more than a clean-looking dashboard.
Ex-actuarial. Keeps bees. Both more paperwork than expected.
Eleven years in Age Pension and aged care administration. Knows which form, which queue, and what time of day to ring.
Reckons 8:07am is the moment. Usually right.
Matched to your platform and your advice types
A sample of the bench. Nobody is allocated at random.
Six years on Australian advice documents. Retirement and transition-to-retirement strategy.
Insurance needs analysis and replacement comparisons, including complex underwriting histories.
Onboarding, platform applications and provider follow-up. Four years with Australian practices.
Review cycles, ongoing fee arrangement renewals and written consents, portfolio reconciliations and cash matching.
Legacy extraction, field mapping and exception reporting on book acquisitions.
Age Pension lodgements, means-test updates and aged care fee coordination.
Checks documents against each practice's checklist for completeness and consistency before return. Not compliance approval — that stays with the licensee.
Runs the six-week Australian advice induction every new team member completes before placement.
Your support person's job satisfaction is your problem too.
Every time someone leaves, a person in your practice spends a fortnight teaching their replacement how you like things done. That cost never appears on an invoice, which is exactly why it gets ignored — and why we spend money on the things below.
What we actually do about it
Not table tennis and a values poster. The things that make somebody stay in a support role for five years instead of eighteen months are unglamorous: a career that goes somewhere, a manager who knows their name, and being treated as a professional rather than a seat.
- A path, not a seat. Administrators can move into paraplanning. Paraplanners into senior review. We promote internally first and say so at hiring.
- Training that continues. Induction is the start, not the whole investment. Australian regulatory and product changes get taught, not emailed around.
- Small teams, real managers. Nobody reports into a spreadsheet. Every team member has a lead who knows their work and their name.
- Wellbeing, taken seriously. Support work is deadline work. Leave is real leave, workloads are monitored, and health cover is standard.
- Named, not anonymous. Our people are introduced to you by name and stay on your account. It matters more to them than most clients realise.
portrait
What we hire for
Technical skill can be taught in a few months. These three can't, so we screen for them first.
Judgement
The instinct to stop and ask when something looks wrong on a file, rather than processing it neatly and moving on. It's the one quality you can't supervise remotely.
Care about the detail
A misspelled surname or a wrong beneficiary isn't a typo in this work. We hire people who find that genuinely uncomfortable.
Willingness to say so
People who raise the awkward thing early. A problem flagged on Tuesday is an inconvenience; the same problem found at review is something else.
Ask any provider what their turnover is — and how they calculate it. Then ask whether the person in the pitch is the person who'll do your work. The answers to those two questions tell you more than any certification badge. Meet our team →
We train ahead of demand.
No clever technology behind a quick start. Just the decision to carry trained people before a client needs them.
Recruited to a degree standard
Written and numerical assessments before interview. We hire for judgement, because judgement is what you can't supervise remotely.
Australian advice induction
Super and pension mechanics, insurance, platform workflow, Services Australia administration, Privacy Act handling and file-note discipline — before any client file.
Supervised live work
Real files under senior review until output is consistently at standard. Not placed with a practice before that point.
You interview them
A call before the engagement starts. Wrong fit, we match again. Costs us a week, saves you a year.
Continuity is structural
Your person sits in a team that knows your account. Leave or resignation, someone familiar covers it — you don't restart.
Interview the person, not the pitch.
Tell us what's queued and we'll put a matched specialist on a call. No commitment, no deck.