Key Achievements:

Improved overall practice efficiency, reducing administrative and reporting delays by 30%.

Implemented standardised procedures across departments, saving 20+ hours per week.

Managed client relationships and escalations, contributing to £250,000 / $300,000 in retained revenue.

Successfully led cross-functional teams, enhancing staff performance and retention.

Introduced new reporting tools and dashboards, increasing transparency and decision-making speed.

Duties & Responsibilities:

Oversee the day-to-day operations of the practice, ensuring smooth workflow across all departments.

Manage and mentor staff, providing training, guidance, and performance reviews.

Monitor client service delivery, addressing escalations and ensuring high-quality service.

Develop and implement operational policies, procedures, and best practices.

Manage budgets, resource allocation, and departmental forecasts.

Coordinate with audit, tax, accounts, and advisory teams to ensure seamless client service.

Prepare and present management reports, dashboards, and KPIs to senior partners.

Lead process improvement initiatives to increase efficiency and reduce costs.

Ensure compliance with statutory, regulatory, and professional standards across the practice.

Support business development and client retention initiatives by providing operational insights.

Monitor workflow, resource utilisation, and staff productivity.

Handle complex client queries and escalations, providing resolutions or guidance.

Contribute to strategic planning, goal-setting, and long-term practice growth initiatives.

Manage recruitment, onboarding, and staff development programs.

Ensure all client accounts and internal records are maintained accurately and securely.

Implement and oversee quality control measures across all practice services.

Liaise with external regulators, auditors, and professional bodies as required.

Participate in practice-wide meetings, providing operational and management insights.

Support senior partners in decision-making through financial analysis and reporting.

Maintain a high standard of ethics, confidentiality, and professionalism within the practice.