Operations Lead and Client Partner – Role Description
Role Overview
Reports to: Managing Director Hours of work: 40 hours per week being semi-flexible between Monday and Friday
Date prepared: 10/06/25 Location: Yovich Advisory HQ, 30 Rathbone Street, Whangarei
Purpose of the Role
Lead 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 Responsibilities
Lead Operations Team
Key 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 deadline
Supports AA turnaround, productivity and team utilisation while enabling better resource decisions.
Client Relationship Management
Key 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 < 5%
NPS or client satisfaction survey >50
100% of scoped advisory opportunities followed up
Client meetings documented and actioned within 1 business day
Improves 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 interaction
Outsourcing Efficiency & Oversight
Key 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 < 4 weeks
Expands delivery capacity while reducing rework and bottlenecks, improving profitability and AA turnaround.
Accounting & Compliance Delivery
Key Tasks KPI / Performance Measure Why It Matters
Deliver high-quality compliance services, including annual financial statements and tax returns
Prepare and review GST, FBT, PAYE, and other IRD-related filings
Coordinate timely delivery of compliance work using internal and outsourced resources
Deliver and present business valuations, management reports, and forecasting outputs
Maintain effective oversight of WIP, billing, and job profitability
Lead client meetings for compliance and advisory delivery and job sign-off
Sign off on compliance work, ensuring it meets technical, professional and legislative standards as a CPP
Maintain oversight of quality assurance processes in line with CPP obligations
Time sheets completed daily
100% compliance jobs completed within agreed timeframes
All billing and WIP reviewed monthly
Advisory outputs delivered to agreed quality and scope
Improves quality, accuracy and commercial outcomes while supporting AA turnaround, productivity, and client results.
Team Development & Upskilling
Key Tasks KPI / Performance Measure Why It Matters
Mentor, coach and support accounting team members in both technical and advisory capabilities
Quarterly 1:1s held with all direct reports
Documented training plans and progress for all direct reports
Strengthens productivity, reduces rework and write- offs, and ensures long-term scalability of advisory services
Resolve technical queries and share solutions across the team to build capability and consistency
Identify training needs and guide development pathways
Promote a culture of continuous improvement, commercial awareness and professional growth
Maintain professional standards and CPD requirements as a Chartered Accountant
Contribute to elevating the firm’s reputation and compliance standards through your CA designation
Reduction in recurring queries due to improved team capability
Positive peer feedback or internal survey results on leadership impact
Meet or exceed annual CPD hours required by CA ANZ
through confident, capable team delivery.
Cross-Functional Support
Key Tasks KPI / Performance Measure Why It Matters
Support functional leads to align initiatives with firm strategy
Champion the firm’s culture, vision, and values across all functions
Collaborate with the Managing Director to grow the firm’s client base and service offering
Support recruitment, development, and retention of high-performing team members
Provide data and insights (e.g. client trends, profitability) to inform product development and service design and sales strategies
Support initiatives that enhance the firm's reputation, advisory depth, and operational scalability
Support implementation of new services or packages across the team
Drive collaboration and cohesion across departments to improve performance, consistency, and delivery
Key initiatives in each function aligned with strategic priorities
Firmwide team engagement score above benchmark
New clients or advisory engagements secured quarterly
Quarterly check-ins with function leads
Client feedback or NPS reflecting strategic impact
Key insights provided quarterly
100% of projects or tasks supporting other functions delivered on time
Lifts firmwide performance by aligning functional activity with strategy, improving team productivity and cohesion, and reducing inefficiencies that impact profitability.
What You Bring
Strong leadership experience in a public practice environment As a CPP, you're authorised to sign off work - ensuring accountability and confidence in delivery Your CA designation brings credibility, current expertise, and commitment to high standards Excellent communication and client relationship skills Proven ability to manage workflow, deadlines, and team capacity across varied service lines A strategic mindset with experience delivering commercial advice and driving advisory growth Experience working with or managing outsourced accounting resources High attention to detail and quality in both compliance and advisory outputs
Proactive mindset – you anticipate needs and take initiative without being asked Confidence in identifying new business opportunities and nurturing prospects into long-term clients Bonus: Experience in pricing strategy, service development, or firm growth initiatives
Growth & Development Path
The firm provides access to formal and informal training and development opportunities, approved on a case-by-case basis in line with role needs and performance.
Our Values & Expected Behaviours
Acknowledgement and Acceptance
I have read and understood the responsibilities and expectations outlined in this Job Description. 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:
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Manager:
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