Senior Transaction Services Manager

About The Employer

Our client is on a mission to give New Zealand businesses smarter bookkeeping solutions so they can make better business decisions with confidence. What makes them different isn’t just their award-winning expertise, or their innovative technology lead approach; it’s their genuine care for the people behind every business. For us, client satisfaction isn’t a metric; it’s the heart of what we do.

About The Role

As Client Services Manager, you’ll be the voice and heart of their client experience. From the very first onboarding contact through to ongoing support, you’ll set the standard for how their clients experience.

This is more than a management role - it’s a customer experience leadership role. You will help guide their offshore team, nurture strong client relationships, and make sure every interaction reflects our Client’s promise : accuracy, trust, and care.

We are looking for someone who is passionate about making clients feel valued, someone who thrives on solving problems before they arise, and who sees service excellence as a calling, not just a job.

Key Responsibilities

• Client Experience Management
• Own the full client journey, from onboarding, transition, through to ongoing service delivery, ensuring every client feels valued, understood, and supported.
• Act as the key point of contact for escalations, always aiming for swift, thoughtful, client-first resolutions.
• Regularly connects with clients to check in, gather feedback, and ensure they are receiving a comfortable level of support. Including achieving high results in the formal Net Promoter Score (NPS), by delivering genuine service excellence.
• Ensure transitions between teams are seamless, accurate, and stress-free for clients.
• Client Lifecycle Management
• Conduct structured Quarterly Business Reviews (Client 3-Point Reviews) with every client to assess their overall Health Score, focusing on : 1) Xero file data integrity, 2) the strength of the bookkeeper-client relationship, and 3) overall client satisfaction.
• Conduct Net Promoter Score (NPS) at the end of the onboarding phases.
• Liaise with client accountants and IRD on compliance, reporting, and out-of-scope queries.
• Ensure timely preparation of Spotlight and customised client reports.
• Oversee the preparation and accuracy of monthly client ad hoc invoicing, ensuring billing reflects agreed scope.
• Technology & Systems Management
• Champion and drive the adoption of new technologies to ensure efficiencies are embedded in client processes, to make the client experience smoother, faster, and smarter.
• Oversee system integration work to ensure smooth client transitions.
• Contribute to the development and optimisation of internal systems, documentation, and process improvements.
• Quality Assurance & Compliance
• Maintain quality control for bookkeeping, compliance returns, and client monthly reports to ensure they meet the highest standards of accuracy and timeliness.
• Ensure adherence to industry / best practice standards, including development, implementation, and verification.
• Monitor and enhance workflow efficiency between Auckland and Offshore teams.
• Proactively identify opportunities to improve client systems and processes and recommend better ways of working where relevant.
• Business Development
• Represent the firm as a trusted, client-focused partner in every interaction.
• Proactively review client bookkeeping health and identify opportunities for up-selling or cross-selling additional bookkeeping services - such as debtor management or cashflow support - where these would genuinely benefit the client.
• Support the Business Manager and Director with client scoping, proposals, and onboarding conversations.

About You

We are looking for more than just a Client Manager - we are looking for a Service Champion .

Why Join our Client

If you are someone who lights up when a client says ‘thank you’, who always looks for ways to go the extra mile, and who sees customer service as your superpower, we would love to hear from you.

To discuss this role, feel free to connect with Harry Dev Singh for a confidential discussion.

Harry Dev Singh

Seniority level

Employment type

Job function

Industries

Referrals increase your chances of interviewing at Consult Recruitment by 2x

Get notified about new Client Services Manager jobs in Auckland, Auckland, New Zealand.

#J-18808-Ljbffr