Job Description:
In the last 25 years, a leading practice has grown to be one of Western Australia's largest and most successful full-service practices. We offer a diverse range of services to our clients, developed using the skills of our team, aiming to take our own business and our clients' businesses to new heights and further success.
Overview
We are seeking an experienced and team-focused Practice Manager to oversee our diverse and growing Tax + Accounting team in Perth, Australia.
* Coordinate the operating rhythm of the Business Services and Business Support teams.
* Drive an efficient and effective Tax + Accounting division, supporting the Business Services and Business Support teams to deliver outstanding results for clients and unify teams toward shared goals.
Key Responsibilities:
1. Operating Rhythm:
* Provide support to accounting and business support teams, responsible for overseeing the effective and timely execution of their duties aligned with key processes and goals of the business.
* Deliver accurate and timely management reporting on business services matters, including workflow, jobs, productivity, with actions and insights on maintaining momentum when targets are being met/exceeded, and bridging gaps where they exist.
* Lead and involve appropriate team members to develop projects, track progress, and implement changes as required aligned with business goals and best practice.
2. Quality Assurance (QA):
* Oversee QA activities aligned with policies to ensure in place, regularly reviewed, regularly monitored, reported on, and actively managed.
3. Clients:
* Action effective client retention and internal referral strategies, leveraging integrated service capabilities.
* Lead a seamless, efficient, and positive onboarding experience for new clients.
* Ensure engagement processes are delivered to a satisfactory level, and client experience is continuously developed and improved.
4. IT & Data:
* Work collaboratively with internal IT team and external IT service providers to embed and advance technology platforms, aligned with business goals and broader best practice operations.
* Ensure client data is clean, complete, and accurate, aligned across divisional software, up to date, handled, and maintained aligned with cyber security best practices policies.
5. Facilities:
* Coordinate maintenance and smooth operation of physical locations, as it relates to building maintenance, parking facilities, building access, staff amenities, and other facility-related matters.
Performance Indicators:
* Workflow management – turnaround time.
* Progress toward agreed KPIs and benchmarks e.g. productivity, WIP, job throughput.
* Quality and accuracy of Business Support output.
* NPS Score > Industry benchmark.
* Adherence to ATO Lodgement Program (85%).
* ASIC Compliance – minimal financial loss due to penalties caused by us.
Required Skills and Qualifications:
* Experience in quality accounting practice(s).
* Experience with tech stack: Xero, Xero Practice Manager, FYI Docs, Class, CAS360, Active Workpapers, ATOMate.
* Highly organised and able to multi-task.
* Proven track record in coordinating a large team of professionals with varying responsibilities and functions.
* Goals-focussed approach to tasks and responsibilities.