Welcome to the Team: Tony Douglas

We’re thrilled to welcome Tony Douglas as our new Client Servicing Team Manager at Platinum Financial Planning. With over 30 years of experience in the financial services industry and a strong track record in team leadership, Tony brings a wealth of knowledge and energy to the role.

Tony leads both our Administration and Paraplanning teams, helping ensure we deliver a client-focused, efficient, and fully compliant service. At the heart of his role is a passion for providing outstanding client experiences, while also inspiring collaboration, growth, and shared success within the team.

As Tony settles in, we thought it was the perfect opportunity to get to know him better. Keep reading to learn what drives him as a leader, what excellent client service looks like to him, and a few fun facts you might not expect!

What is your job title?

Client Servicing Team Manager

When did you join Platinum Financial Planning?

August 2025

What drew you to Platinum and what made this leadership role feel like the right next step?

I was really impressed by the values of Platinum, especially the commitment to always improving. I wanted to be part of a company that’s ambitious and aspirational. That aspiration, for me, is all about making things better for the client and that really resonated with my own values.

After meeting the management team, it was clear how dedicated they are, not just to clients, but to their people. They’ve built a culture that’s grounded in strong values but also in having fun. Before I even started, I was invited to the team’s summer barbecue and it was the best night. We had a quiz, burgers and there was so much fun and laughter! That sense of community was clear straight away, and it felt like exactly the kind of environment I wanted to be part of.

What excites you most about your new role as Client Servicing Team Manager?

Customer experience. I want to help shape a client experience that feels smart, leading, and makes people feel truly valued. I want the team to see that the work they do has a direct and positive impact on our clients’ lives.

What do you hope to bring to the team?

I don’t want people to just “come to work.” I want them to feel valued in their roles. I want them to feel that they’re helping people, that they’re appreciated, and that their work is rewarding, not just because of a paycheck, but because they’re developing personally and being supported to grow.

How would you describe the team culture at Platinum?

What really stood out from the beginning was how everyone pulls together. In my first week, we had a brilliant quarterly team update. We talked about our shared goals and vision, client needs, business performance, improvements, and everyone contributed to that day. There’s no sense of “our team” or “their team” here, it’s just one big team.

What does strong team culture mean to you?

It’s where everyone knows their role, feels confident in it, and is supported. A culture where people look out for each other, feel safe asking questions, and aren’t afraid to make mistakes, because mistakes are opportunities to learn. It’s about trust, support, and shared growth.

What has surprised you most since joining Platinum?

The coffee is very good! I’ve been very impressed. But seriously, it’s how busy the firm is and the level of collaboration across the teams. I had an idea it would be that way but it’s beyond what I imagined.

What qualities are most important in delivering excellent client service?

Great communication. That’s at the heart of it. It’s fundamental, because it all starts with really understanding what the client needs.

What or who inspires you within your leadership role?

People talk about admiring big name businesspeople, but what really inspires me are the small, everyday actions and how people treat each other.

My father was a businessman and always treated people with respect. He looked out for them. That kind of quiet, consistent integrity, that’s what inspires me.

What leadership lessons have stayed with you over the years?

Never assume. Take the time to understand the business, the people, and what matters to them. If you jump in too fast, you make mistakes and risk missing the bigger picture. And don’t judge too quickly – people can really surprise you when you take the time to understand them.

What’s your favourite way to relax or recharge outside of work?

Running. Even though I don’t always enjoy it, I try to get out a few times a week. In the moment it’s difficult, but I always feel better afterwards.

Tell us something about yourself that might surprise people.

I’m one of those people who always struggles with this kind of question. I’ve never had that one “fun fact” ready to go! But something people might not realise is that I love yoga. I usually do hot yoga two or three times a week. I also volunteer for the Alzheimer’s Society in my spare time, which is really important to me.

If you could travel anywhere in the world tomorrow, where would you go and why?

Bali. My wife and I first visited on our honeymoon 25 years ago. We returned for our 5th and 10th wedding anniversaries, but it’s now been 15 years since our last trip. It always felt like a bit of an adventure. The people are wonderful, and scenery is beautiful. Perhaps it’s time to go back…

What’s the best book, podcast, or TV series you’ve enjoyed recently?

Book: Doppelganger by Naomi Klein – It explores conspiracy theories and identity, especially around the time of the pandemic. It’s thought-provoking and dives into how misinformation can shape people’s views and behaviour. Interesting stuff.

Podcast: You’re Dead to Me (BBC) – A history podcast where they take a character from history and dive into it with a comedic twist. You end up learning and laughing at the same time.

TV Series: Resident Alien – I’ve always loved a bit of Sci-Fi. This one is a light-hearted comedy that’s perfect for winding down after a long day. It doesn’t take itself too seriously, which I love.

If you could invite three people, living or dead, to a dinner party, who would you choose?

My father – He had such an interesting life and was a brilliant storyteller.

Neil Armstrong – His journey as a pilot and astronaut fascinates me. Hearing about the moon landing first hand would be incredible.

Terry Pratchett – The Discworld author. His wit and way of seeing the world were truly unique – he’d bring insight and humour to any dinner.

Want to find out more about our talented team?

Then check out our  Meet the Team page or keep up to date with our recent blog posts by discovering our News and Insights section.