An executive search firm, Monroe Consulting Group Philippines, is recruiting on behalf of outsourced accounting and business services company that provides end-to-end financial and operational support to global clients, particularly in bookkeeping and accounting practice environments. Our esteemed client is seeking an Operations Director for a hybrid role, requiring on-site work two to three times a week at their office in Clark.

About the Role

The Operations Director plays a critical role in overseeing the day-to-day operations of the business, ensuring the efficient delivery of high-quality services to our clients This individual will be responsible for managing the practice's internal operations, coordinating between NZ and PH team, and ensuring that financial data and records are accurate, timely, and compliant. This person will analyse key practice metrics such as billable hours, client acquisition costs, and utilisation rates (productivity and write offs) and use insights from data to drive strategic decisions and improve business performance.

Key Responsibilities:

Strategic Leadership:

Develop and execute long-term strategic goals to enhance operational efficiency and client satisfaction.
Champion a culture of continuous improvement, encouraging innovation and forward-thinking across the business.

Team Management:

Oversee and support the Philippines team to meet deadlines and uphold quality standards.
Facilitate regular team meetings to monitor progress, address challenges, and promote ongoing development.
Manage team capacity and workloads, assigning tasks to optimise efficiency
Lead and innovate in training and development initiatives.

Performance analytics:

Regularly review and analyse performance metrics to assess operational efficiency and effectiveness across operations.
Utilise data-driven insights to identify trends, forecast future performance, and guide strategic decisions.
Develop and implement key performance indicators (KPIs) tailored to each team's objectives to measure success and drive accountability.
Conduct comparative analysis of industry benchmarks to identify opportunities for improvement and competitive advantage.

Operations management:

Lead the maintenance of ISO 27001 and ISO 9001 certifications, ensuring compliance and enhancing operational reliability and quality standards.
Lead operations projects to implement new technologies and processes, driving innovation and operational improvements.

Financial Oversight:

Analyse financial reports to ensure accuracy and adherence to regulations.
Monitor cash flow, manage invoicing processes, and guarantee timely collection of payments.
Assist the Director with financial statements, budgeting, and forecasting.
Coordinate with external accountants and legal consultants for statutory returns and compliance with legal requirements.

Human Resource:

HR Strategy and Leadership: Develop and lead the execution of a people strategy aligned with ClockworX's operational goals and values. Act as a champion for culture, accountability, and continuous improvement across all teams.
Performance and KPI Management: Implement and manage performance frameworks, including tracking KPIs that align with individual, team, and business objectives. Support leaders in driving regular feedback and performance conversations.
Onboarding and Offboarding: Ensure operational delivery of staff onboarding and offboarding processes, including system access, hardware allocation, documentation, and procedural compliance. Maintain a smooth, consistent experience for new starters and exiting employees.
Workforce Planning and Development: Lead workforce planning efforts, identify skills gaps, and recommend training and development initiatives to lift capability and efficiency across the organisation.
HR Policy and Compliance: Create, maintain, and enforce HR-related guidelines and workplace policies, ensuring alignment with legal, operational, and ISO 9001/27001 compliance standards.
Employee Engagement and Culture: Drive and support engagement initiatives, recognition and reward programs, and employee wellbeing activities. Act as a trusted contact for people-related matters and employee relations.

Technology and Software Management:

Stay informed about advancements in AI and bookkeeping technologies and recommend technological enhancements as appropriate.
Oversee the utilisation of the practice's software applications, ensuring effectiveness and addressing any challenges.

Variance
The responsibilities in this document may vary from time to time according to the external environment, the needs of the service and the reasonable expectations of clients.

Key Requirements:

Practice Manager is a leadership position with many responsibilities. It is therefore important to have a diverse skill set, including:

Proven experience in a BPO or similar professional services managerial role, preferably within a bookkeeping or accounting firm.
Strategic thinker with the ability to oversee and integrate broad operational activities.
Strong interpersonal skills to effectively communicate with both executive and staff levels.
Comprehensive understanding of financial and budgeting processes preferred.
Excellent judgment and decision-making capabilities, crucial for hiring and organisational strategy.
High adaptability to swiftly changing circumstances.
Exceptional organisational skills, capable of managing multiple priorities.
Degree or certification in Accounting, Finance, or related field preferred