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

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
• Visit website

ABOUT US

VBP is an Australian company with operations in the Philippines that provides business growth, consulting, and delivery capabilities to more than 260 of the most innovative and disruptive financial services firms across Australia.

Our consulting-led approach leverages services in strategy, process improvement, intelligent automation, data analytics, and operations. We specialise in supporting financial firms, accounting practices, and mortgage brokers.

HOW WE STARTED

In 2013, VBP embarked on a visionary journey to transform how advice is delivered in Australia. From humble beginnings, we steadily evolved and embraced an open book management system by adapting the Great Game of Business in February 2021, and in the same year, we secured our first Great Place To Work certification.

Expanding our reach became a defining theme in our journey. In July 2022, we proudly celebrated the achievement of 1000 dedicated Team Members.

We have offices in Cebu and in Cagayan de Oro, with our third and newest office launched last August 2023 at JEG Tower. 2023 marks a pivotal moment for our business as we completed the strategic acquisition of Elixir Consulting, strengthening our position in the Australian Consulting space and supporting our expanded service offering. We also won our GGOB Healthy Company Award, maintained our GPTW certification and ISO certification, and became a certified B Corporation.

These milestones reflect not only our commitment to growth but also the vibrant community we’ve fostered, laying the foundation for a remarkable legacy as expert growth partners for Australian financial services firms.

WHAT WE OFFER

we have a deep understanding of the everyday challenges and insights into the strengths of enterprises we encounter. At VBP, we specialise in enhancing operational efficiencies and addressing cost-to-serve challenges for financial services firms. Our focus revolves around four key service:

Accounting, Bookkeeping, and Report Management

Financial Planning Assistance

Mortgage Broking Assistance

Paraplanning

In addition to these core services, we offer tailored business consulting services to optimise back-office operations across these four critical areas. With its offers and services, VBP aims to streamline Australian financial service firms’ operations and elevate their business to the next level.

To learn more about us, visit http://vbp.au.

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