About the Role:

MP+ is seeking an experienced and team-focused Practice Manager to oversee our diverse and growing Tax + Accounting team. In this role, you’ll be responsible for coordinating the operating rhythm of the Business Services and Business Support teams, and drive an efficient and effective Tax + Accounting division, supporting the Business Services and Business Support teams to deliver outstanding results for clients and unify teams toward our shared goals.

Key Responsibilities:

Operating Rhythm

• Be the direct report for, and provide support to, our accounting and business support teams, responsible for overseeing the effective and timely execution of their duties aligned with key processes and goals of the business
• Provide direct support to Directors, remove distractions and elevate the performance of the Business Services and Business Support teams
• Deliver accurate and timely management reporting on business services matters, including workflow, jobs, productivity, with actions and insights on maintaining momentum when targets are being met/exceeded, and bridging gaps where they exist
• Leading and involving appropriate team members to develop projects, track progress, and implement changes as required aligned with business goals and best practice
• Drive cohesive and productive Business Services and Business Support teams by championing our Operating Rhythm, including:
  • Overseeing Business Services workflow, ensuring the timely delivery of work through the team and, ultimately, to clients
  • Holding the team accountable for maintaining a consistent approach to work aligned with established internal processes
• Identify gaps and shortcomings in existing processes, developing improvements, and leading process changes and any subsequent training requirements
• Drive success in the Business Services + Business Support teams by inspiring individuals to learn and grow, to challenge themselves to achieve great things

Quality Assurance (QA)

• Oversee QA activities aligned with policies to ensure in place, regularly reviewed, regularly monitored, reported on, and actively managed

People

• Hands-on coaching responsibility for several team members, developing their EQ, soft skills and guiding their development aligned with their own career goals and overall business strategy
• Lead from the front to drive a positive work environment, bringing the fun, and motivating the team in enjoying social events
• Be the “Champion” for teams that work together effectively, aligned with our values – Integrity, Excellence, Collaboration and Ownership
• Organise and champion technical staff training (CPD) and professional development initiatives
• Continue the effective integration of our offshore Business Services team, by maintaining collaboration and regular communication – driving an inclusive culture and work practices irrespective of physical location
• Provide hands-on support to HR for Business Services roles, including:
  • Develop Business Services roles and job descriptions
  • Attract and retain staff that not only meet the technical and experience requirements for each role, but also fit the firm’s culture and team dynamics
  • Provide direct input on performance for staff probation and salary reviews, as well as Client Manager performance management as required
  • Direct involvement in Business Services recruitment activity

Clients

• Action effective client retention and internal referral strategies, leveraging our integrated service capabilities
• Lead a seamless, efficient and positive onboarding experience for new clients
• Ensure engagement processes are delivered to a satisfactory level, and client experience is continuously developed and improved

IT & Data

• Work collaboratively with internal IT team and external IT service providers to embed and advance our technology platforms, aligned with business goals and broader best practice operations
• Ensure client data is clean, complete and accurate, aligned across divisional software, up to date, handled and maintained aligned with cyber security best practices policies
• Develop and champion internal procedures and policies in line with the above
• Stay up to date on cyber threats and implement effective processes to proactively mitigate associated risks

Facilities

• Coordinate maintenance and smooth operation of our physical locations, as it relates to building maintenance, parking facilities, building access (fobs, swipe cards etc.), staff amenities, and other facility-related matters

+ Other duties as required

Key Performance Indicators

• Workflow management – turnaround time
• Progress toward agreed KPIs and benchmarks e.g. productivity, WIP, job throughput
• Quality and accuracy of Business Support output
• NPS Score > Industry benchmark
• Adherence to ATO Lodgement Program (85%)
• ASIC Compliance – minimal financial loss due to penalties caused by MP+