Role Summary

• The Practice Operations Officer ensures the firm operates at peak efficiency by overseeing systems, workflows, resource allocation, and cross-functional coordination.
• This role translates strategic priorities into daily operations, ensures teams and systems are properly prepared for client engagements, and enforces accountability across service lines and internal functions.
• Beyond deadlines, the officer drives operational discipline, manages client onboarding, safeguards quality and consistency, and integrates technology and AI tools to streamline delivery.
• The position is central to ensuring that all firm deliverables, client-facing, internal, and cross-functional are completed on time, to standard, and with operational excellence.

Key Responsibilities
Operational Oversight & Accountability:

• Drive the firm’s operating rhythm, ensuring that all practice deliverables, client-facing, internal, and cross-functional are completed on time and to standard.
• Translate strategic and service commitments into actionable tasks in Zoho; allocate and delegate responsibilities effectively.
• Monitor progress across functions, follow up on blockers, and escalate missed deadlines or risks.
• Ensure compliance with firm standards, documentation requirements, and regulatory obligations.
• Promote a culture of accountability and continuous improvement across the practice.

Quality & Standards (Operational Oversight):

• Ensure deliverables meet agreed operational standards of accuracy, completeness, and consistency, confirming that technical reviews have been performed by the responsible team members.
• Verify that outputs follow firm templates, include required commentary, and are client-ready before submission.
• Act as gatekeeper for process discipline, not technical accounting.

Systems & Process Management:

• Own and maintain the firm’s internal systems (Zoho Books, Zoho People, Zoho Projects/Tasks, Analytics dashboards).
• Draft, update, and enforce SOPs to standardize practice operations.
• Introduce automation and AI-enabled tools to reduce manual work and improve efficiency.
• Monitor system adoption and provide support or training where required.
• Maintain oversight of documentation, ensuring all processes are audit-ready and knowledge repositories are up to date.

Client Onboarding & Cross-Functional Coordination:

• Lead operational setup for new client engagements, ensuring systems, teams, and resources are prepared before delivery begins.
• Coordinate with service line leads to assign Analysts/Associates and align on responsibilities.
• Ensure onboarding checklists, templates, and reporting structures are in place and communicated.
• Act as the operational link between service delivery, leadership, and support functions to ensure smooth handovers.

Resource & Workforce Management:

• Track staff availability (leave, absences, workloads) and adjust allocations as needed to maintain delivery.
• Support HR functions such as recruitment coordination, onboarding, and maintaining staff records, with a focus on operational impact.
• Anticipate resource gaps and advise leadership on staffing or process adjustments.

Reporting & Insight:

• Deliver a monthly “Ops Snapshot” to the Managing Principal, covering:
  • Deadlines met/missed across all service lines.
  • Identified risks, issues, and escalation points.
  • Efficiency insights, system usage, and process improvement recommendations.
  • Provide ad-hoc reporting and analysis to support decision-making.

Continuous Improvement & Service Support:

• Identify trends, bottlenecks, or recurring issues and drive continuous improvement initiatives.
• Support client service teams by resolving operational bottlenecks and ensuring a smooth client experience.
• Uphold the highest standards of confidentiality and integrity in handling client, staff, and firm information.

Requirements
Qualifications & Experience:  

• Bachelor’s degree in Business Administration, Accounting, or related discipline.
• 2–4 years’ experience in operations, practice management, or project coordination in a professional services environment.
• Professional certifications (ACA, PMP, HR/Operations certifications) are an advantage.

Skills & Competencies:

• Strong leadership presence; able to hold team members accountable with authority and professionalism.
• Excellent organizational and systems management skills.
• Ability to coordinate multiple projects and competing deadlines simultaneously.
• High digital fluency, with proven ability to integrate AI and automation tools into workflows.
• Process discipline with an eye for quality, accuracy, and consistency.
• Risk-aware, proactive, and solutions-focused.
• Strong communication skills for cross-functional coordination and reporting.
• Service orientation and commitment to operational excellence.
• Professional discretion and integrity in handling sensitive information.

Benefits

• Hybrid work setup (2–3 days in-office) for flexibility and collaboration.
• Opportunity to lead and streamline operational processes across teams and service lines.
• Access to the systems, workflows, and operational tools to manage and monitor practice operations.
• Exposure to strategic decision-making and operational planning at the firm level.

Benefits

• Hybrid work setup (2–3 days in-office) for flexibility and collaboration.
• Opportunity to lead and streamline operational processes across teams and service lines.
• Access to the systems, workflows, and operational tools to manage and monitor practice operations.
• Exposure to strategic decision-making and operational planning at the firm level.