Operations Lead & Client Partner

Operations Lead and Client Partner – Role DescriptionRole OverviewReports to : Managing Director Hours of work : 40 hours per week being semi-flexible between Monday and FridayDate prepared : 10 / 06 / 25 Location : Yovich Advisory HQ, 30 Rathbone Street, WhangareiPurpose of the RoleLead 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 ResponsibilitiesLead Operations TeamKey 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 deadlineSupports AA turnaround, productivity and team utilisation while enabling better resource decisions.Client Relationship ManagementKey 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

• % of scoped advisory opportunities followed up Client meetings documented and actioned within 1 business dayImproves 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 interactionOutsourcing Efficiency & OversightKey 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

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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