Operations Lead & Client Partner

Operations Lead and Client Partner – Role Description

Role Overview

Reports to : Managing Director Hours of work : 40 hours per week being semi-flexible between Monday and Friday

Date prepared : 10 / 06 / 25 Location : Yovich Advisory HQ, 30 Rathbone Street, Whangarei

Purpose of the Role

Lead the accounting team to deliver high-quality compliance and advisory services - overseeing workflow, team capacity, and outsourcing efficiency while driving profitability, client satisfaction, and continuous improvement.

Key Responsibilities

Lead Operations Team

Key Tasks KPI / Performance Measure Why It Matters

Oversee day-to-day workflow, ensuring jobs are assigned, prioritised and completed on time

Forecast team capacity and manage deadlines across internal and outsourced resources

Maintain quality control through consistent review processes and feedback loops

Support the Managing Director with resource planning and team structure decisions

95%+ of jobs completed within deadline

Supports AA turnaround, productivity and team utilisation while enabling better resource decisions.

Client Relationship Management

Key Tasks KPI / Performance Measure Why It Matters

Build strong, trust-based relationships with clients, proactively solving problems and identifying growth opportunities

Act as a strategic advisor, providing tailored commercial advice that drives client results

Lead advisory and compliance-related client meetings, ensuring clear communication and strong commercial outcomes

Take ownership of client satisfaction across compliance and advisory engagements

Monitor scope boundaries and proactively manage client expectations to reduce write-offs

Collaborate with the Managing Director on pricing, proposals, and designing advisory service offerings

Average write-offs

NPS or client satisfaction survey >

50

100% of scoped advisory opportunities followed up

Client meetings documented and actioned within 1 business day

Improves retention, increases average client spend, and reduces write-offs through strong relationships.

Collaborate with Client Partners to expand advisory delivery across the team

Represent the firm’s values and commercial thinking in every client interaction

Outsourcing Efficiency & Oversight

Key Tasks KPI / Performance Measure Why It Matters

Drive efficiencies across the firm’s outsourcing partnerships

Ensure outsourced jobs meet internal quality standards and turnaround expectations

Continuously refine outsourcing processes and documentation to reduce friction and errors

Process improvements implemented quarterly

Average turnaround time for outsourced

Expands delivery capacity while reducing rework and bottlenecks, improving profitability and AA turnaround.

Accounting & Compliance Delivery

Key Tasks KPI / Performance Measure Why It Matters

Deliver high-quality compliance services, including annual financial statements and tax returns

Prepare and review GST, FBT, PAYE, and other IRD-related filings

Coordinate timely delivery of compliance work using internal and outsourced resources

Deliver and present business valuations, management reports, and forecasting outputs

Maintain effective oversight of WIP, billing, and job profitability

Lead client meetings for compliance and advisory delivery and job sign-off

Sign off on compliance work, ensuring it meets technical, professional and legislative standards as a CPP

Maintain oversight of quality assurance processes in line with CPP obligations

Time sheets completed daily

100% compliance jobs completed within agreed timeframes

All billing and WIP reviewed monthly

Advisory outputs delivered to agreed quality and scope

Improves quality, accuracy and commercial outcomes while supporting AA turnaround, productivity, and client results.

Team Development & Upskilling

Key Tasks KPI / Performance Measure Why It Matters

Mentor, coach and support accounting team members in both technical and advisory capabilities

Quarterly 1 : 1s held with all direct reports

Documented training plans and progress for all direct reports

Strengthens productivity, reduces rework and write- offs, and ensures long-term scalability of advisory services

Resolve technical queries and share solutions across the team to build capability and consistency

Identify training needs and guide development pathways

Promote a culture of continuous improvement, commercial awareness and professional growth

Maintain professional standards and CPD requirements as a Chartered Accountant

Contribute to elevating the firm’s reputation and compliance standards through your CA designation

Reduction in recurring queries due to improved team capability

Positive peer feedback or internal survey results on leadership impact

Meet or exceed annual CPD hours required by CA ANZ

through confident, capable team delivery.

Cross-Functional Support

Key Tasks KPI / Performance Measure Why It Matters

Support functional leads to align initiatives with firm strategy

Champion the firm’s culture, vision, and values across all functions

Collaborate with the Managing Director to grow the firm’s client base and service offering

Support recruitment, development, and retention of high-performing team members

Provide data and insights (e.g. client trends, profitability) to inform product development and service design and sales strategies

Support initiatives that enhance the firm's reputation, advisory depth, and operational scalability

Support implementation of new services or packages across the team

Drive collaboration and cohesion across departments to improve performance, consistency, and delivery

Key initiatives in each function aligned with strategic priorities

Firmwide team engagement score above benchmark

New clients or advisory engagements secured quarterly

Quarterly check-ins with function leads

Client feedback or NPS reflecting strategic impact

Key insights provided quarterly

100% of projects or tasks supporting other functions delivered on time

Lifts firmwide performance by aligning functional activity with strategy, improving team productivity and cohesion, and reducing inefficiencies that impact profitability.

What You Bring

Strong leadership experience in a public practice environment As a CPP, you're authorised to sign off work - ensuring accountability and confidence in delivery Your CA designation brings credibility, current expertise, and commitment to high standards Excellent communication and client relationship skills Proven ability to manage workflow, deadlines, and team capacity across varied service lines A strategic mindset with experience delivering commercial advice and driving advisory growth Experience working with or managing outsourced accounting resources High attention to detail and quality in both compliance and advisory outputs

Proactive mindset – you anticipate needs and take initiative without being asked Confidence in identifying new business opportunities and nurturing prospects into long-term clients Bonus : Experience in pricing strategy, service development, or firm growth initiatives

Growth & Development Path

The firm provides access to formal and informal training and development opportunities, approved on a case-by-case basis in line with role needs and performance.

Our Values & Expected Behaviours

Acknowledgement and Acceptance

I have read and understood the responsibilities and expectations outlined in this Job Description. I agree that it reflects the current requirements of my role and acknowledge that it may be updated from time to time in consultation with me.

Team Member :

Name : Signature : Date :

Manager :

Name : Signature : Date :

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