KEY RESPONSIBILITIES

You will:

Client Onboarding

Lead and manage the end-to-end onboarding process for all new clients, ensuring a smooth, accurate, and timely transition into ongoing bookkeeping services.
Coordinate closely with Client Managers and the Operations Director in Auckland to provide clear onboarding status updates, issue resolution, and progress tracking.
Participate in discovery calls and pre-onboarding meetings to understand client requirements, systems, and expectations.
Perform and/or oversee Xero balance conversions, ensuring data accuracy and integrity.
Prepare and/or review month-end reporting packs for newly onboarded clients.
Conduct system, process, and data health checks during the transition phase to identify risks and improvement opportunities.

Quality, Compliance & Technical Oversight

Review GST returns and other statutory compliance reports in accordance with New Zealand regulations and internal standards.
Review monthly management accounts to ensure accuracy, completeness, and adherence to processes and best practices.
Manage escalated client issues, providing timely, professional, and technically sound resolutions.
Provide senior-level technical accounting support to clients and internal teams when required.
Support client procedures and provide operational coverage during team absences or peak workload periods.

Process Improvement & Operational Excellence

Contribute to the development, implementation, and continuous improvement of firm-wide policies, systems, and procedures.
Monitor adherence to best practices, internal controls, and operational standards across the onboarding function.
Identify, design, and implement process improvements to enhance efficiency, quality, and service delivery.
Track onboarding team productivity and performance using internal reporting and monitoring tools.
Oversee the development, implementation, and ongoing compliance with ISO 27001 and ISO 9001 standards.

Team Leadership & Development

Lead, coach, and support a team of Senior Onboarding Specialists, setting clear expectations, goals, KPIs, and performance standards.
Foster a positive, collaborative team culture aligned with the organizations core values.
Provide regular feedback, mentoring, and professional development guidance to team members.
Support onboarding team inductions, training programs, and individual development plans.
Maintain open communication with team members and management, promoting transparency and engagement.
Assist with recruitment and selection activities as required.

SKILLS AND QUALIFICATIONS

Bachelor’s degree in Accountancy, Finance, or a related accounting discipline.
CPA qualification preferred.
Atleast 8 years of experience in global end-to-end bookkeeping AND works on multiple accounts in Australia and New Zealand
Minimum of 3 years’ experience in a supervisory or team leader role within the ANZ market.
Proven, hands-on experience in client onboarding is essential.
Strong project management, process improvement, and operational excellence capabilities.
Skilled in XERO and other accounting system
Excellent verbal and written communication skills, essential for a client-facing leadership role.
Strong analytical, problem-solving, and decision-making skills.
Experience working in an offshore accounting or BPO environment is required.

Work Schedule: Early Day shift (5 am – 2 pm)

Work Setup: Hybrid