Key responsibilities
- Own and manage the end to end lifecycle of outsourced accounting services, including service tiers, scope, SLAs, pricing and delivery models
- Standardise processes, workflows, templates and quality benchmarks to drive consistency, efficiency and quality across all client engagements
- Partner with growth and marketing stakeholders to articulate value propositions, client outcomes and support go-to-market activities for accounting services
- Translate client needs into clear, documented service requirements and participate in discovery calls to validate scope, complexity and resourcing
- Design optimal client accounting team structures (offshore and onshore) based on size, industry, systems and compliance requirements to ensure scalable, repeatable delivery
- Evaluate and interview offshore accounting talent against technical capability (including AU compliance), industry experience and software proficiency (Xero, MYOB, QuickBooks, ERP)
- Define and maintain capability frameworks, role profiles and skill matrices aligned to client demand, identifying gaps and working with training teams to uplift capability
- Partner with segment, client service and onboarding leaders to ensure services are delivered as designed and support escalations on complex client or delivery issues
- Monitor performance metrics (quality, turnaround times, utilisation, client satisfaction) and drive continuous product and process improvement to lift margins and client outcomes
- Act as the single point of accountability for accounting service design decisions, collaborating closely with recruitment, HR, growth, training and technical support teams
- Strong background in accounting, bookkeeping or professional services, ideally within outsourced or managed service environments
- Solid understanding of accounting workflows, compliance obligations, accounting systems and software tools, and client service models
- Experience working with or managing offshore or distributed accounting teams is highly regarded
- Experience in product management, service design or operations within a professional services or BPO environment, with the ability to balance client outcomes, efficiency and commercial performance
- Data driven mindset with strong analytical and problem solving skills, comfortable using operational and financial data to refine offerings and margins
- Proven ability to interview and assess accounting professionals at different levels and match skills to real world client requirements
- Strong stakeholder management and communication skills, able to translate complex accounting and operational concepts into clear service definitions and influence outcomes without direct authority
- Clearly defined, scalable and profitable accounting service offerings that support ambitious growth in bookkeeping and accounting roles
- Improved alignment between client requirements and offshore accounting capability, leading to stronger delivery consistency and higher client satisfaction
- Increased utilisation and margin performance across accounting services and material contribution to growth targets, including a significant uplift in the accounting cohort in 2026
