To coordinate workflow, monitor delivery progress, track deadlines, manage workload allocation, maintain client communication logs, and ensure operational visibility across all accounting engagements.
The operations Coordinator acts as the central point for monitoring work progress and escalating risks before they impact clients.
Key Responsibilities
1. Workflow Management
Monitor all recurring jobs:
Bookkeeping
VAT returns
Payroll
Management accounts
Year-end accounts
Tax returns
Responsibilities:
Ensure all tasks are assigned
Track progress against deadlines.
Identify overdue jobs
Follow up with responsible team members
Escalate delays to management
KPIs:
% tasks completed on time
Number of overdue jobs
Average delay days
2. Work Allocation & Capacity Management
Maintain visibility of team workload.
Responsibilities:
- Track work allocation across all staff
- Identify overloaded resources
- Identify underutilised resources
- Support resource planning
- Monitor upcoming deadlines and workload peaks
3. Email & Communication Monitoring
Monitor shared client inboxes.
Responsibilities:
- Review incoming emails
- Categorise requests
- Assign actions to team members
- Follow up on unanswered emails
- Escalate urgent matters
- Track:
- Client queries
- Missing documents
- Escalations
- Urgent requests
KPIs:
- Response turnaround time
- Number of unanswered emails
- Client query resolution time
4. Escalation Management
Maintain escalation register.
Responsibilities:
- Record delivery issues
- Record client complaints
- Monitor open issues
- Assign ownership
- Follow up until closure
- Examples:
- Deadline risk
- Staff absence
- Client dissatisfaction
- Missing information
KPIs:
- Open escalation count
- Average closure time
- Escalation recurrence rate
5. SLA Monitoring
Ensure client service levels are met.
Responsibilities:
- Monitor agreed turnaround times
- Track completion against SLA
- Identify risks before breach
- Escalate SLA concerns
KPIs:
- SLA achievement %
- Number of SLA breaches
6. Client Onboarding Coordination
Coordinate onboarding activities.
Responsibilities:
- Track receipt of information
- Obtain software access
- Verify client setup completion
- Ensure onboarding checklist completion
- Coordinate with delivery team
Checklist examples:
- Xero access
- QuickBooks access
- Bank feeds
- Payroll setup
- Prior year accounts
- VAT registration
KPIs:
- Average onboarding completion time
- Number of onboarding delays
7. Leave & Availability Tracking
Monitor resource availability.
Responsibilities:
- Maintain leave calendar
- Track absences
- Flag delivery risks
- Coordinate backup coverage
KPIs:
- Leave visibility
- Coverage planning effectiveness
8. Reporting & Dashboards
Prepare operational reports.
Weekly reports:
Delivery Dashboard
- Tasks due
- Tasks completed
- Overdue tasks
Capacity Dashboard
- Team utilisation
- Available capacity
- Leave impact
Escalation Dashboard
- Open issues
- Closed issues
- High-risk clients
Skills Required
Essential
Organisational Skills
Ability to track multiple moving activities simultaneously.
Follow-Up Skills
Persistent and proactive in obtaining updates.
Communication Skills
Professional written and verbal communication.
Process Orientation
Comfortable working with SOPs and checklists.
Attention to Detail
Able to identify missing information and risks.
Ownership Mindset
Ensures tasks are followed through to completion
Pay: ₹13,066.58 - ₹25,682.23 per month
Work Location: In person
