Operation Manager (VA)

Your Company Name
Role Description for

Operations Manager




?©Pure Bookkeeping 2020 v0.1 HR US?Page | 7

Section 1 – Role overview

1. General details
Role title
Operations Manager
Location

Position reports to
General Manager (GM)
Time commitment
Full time
Date



2. Role overview
Primary purpose
The primary objectives of this role are to:
Manage the finances of the business

Manage the delivery of the bookkeeping service we provide to our clients in a manner that:

• Upholds the integrity of our systems
• Provides five-star service
• Stays true to our mission and core values
• Helps grow the business

Domains in which this role operates
• Finance
• Admin Systems
• Production
• Service
• HR




3. Key working relationships – internal
Internal stakeholder
Interdependencies
General Manager
Work with the GM to establish and maintain new client start-up process for each new client, identify and report potential issues and update CRM with relevant information for all clients to enable meaningful, regular and informed communication with them. Provide support in relation to HR and projects. Provide monthly financial reports and analysis to determine whether goals have been met.
Operations Assistant
Manage the Operations Assistant to file the various government returns required (sales tax, payroll-related) for the client within the required timeframe
Bookkeepers
Manage, support and train the bookkeepers to fulfil primary objective


4. Key working relationships – external
External stakeholders
Interdependencies
Clients
Regular contact with clients to maintain connection with head office, to identify issues and to provide financial information to fulfil primary objective
Internal Revenue Agency (IRS)

Document Retrieval Supplier(s)

Client Portal Supplier

Stationery supplies



Section 2 – Role accountabilities

5. Key role accountabilities
Domain
Accountability / activity
Indicative KPIs
Finance
• Ensure internal bookkeeping is up to date
• Provide timely monthly KPI and other financial reports as required
• Up to date weekly

• Reports completed by 2nd week of the month
Production
• Ensure that all the client work is done as scheduled
• Ensure all bookkeepers follow the PB System
• Manage the new client start-up process and handover
• Support bookkeepers with technical questions
• Provide GM with financial and other information relating to client
• All sales tax and payroll tax reports filed on schedule
• Manage client reporting


• Maintain and develop bookkeeping systems
• Stay up to date with all software updates



• Ensure all our customers receive five-star service from the moment a prospect becomes a client

• Checklists accounted for and entered weekly
• All clients audited successfully and at least annually
• Weekly progress reports

• Feedback from bookkeepers

• CRM up to date

• No late notices from CRA (that was our fault)
• Timely reporting completed at least quarterly, clients contacted to discuss and Solve updated
• Continuous-improvement mindset and suggest improvements
• Read bookkeeping newsletters, read updates from software suppliers, attending webinars and seminars
• Testimonials from happy clients
• Referrals from clients and accountants
Admin Systems
• Update CRM as required
• Maintain and update admin systems
• CRM is up to date
• Admin manuals are up to date
HR
• Delivering training to team as required (including monthly webinars and seminars)
• Conduct skills test for new bookkeepers
• Manage training of new bookkeepers



• Track and report on performance of bookkeepers for annual review
• Provide content for webinars and seminars

• Skills Tests conducted and scores provided to GM
• Training data file completed and updated as required (project)
• New bookkeepers completed the training module and qualified
• Quarterly report to GM (project)


Section 3 – Person requirements

6. Technical skills, knowledge, experience and qualifications required for the role
Technical skills, knowledge, experience, qualifications
Description
Level of importance to the role (H/M/L)
Bookkeeping experience ideal
Five years’ experience as a bookkeeper, using QBO or QuickBooks Desktop. Experience in rescue jobs, forensic bookkeeping preferred.

High
Excellent verbal and interpersonal communication skills
Interpersonal, written and verbal. Able to communicate strongly with the team, and current and potential clients.
High

Strong skills in Microsoft Office and other IT applications
High level use of Word, Excel and email programs
Intermediate use of PowerPoint.
Experience with CRM systems.
High
General internet and computer skills
Confident using the internet for research purposes and technology in general
Able to update web pages
Proactive and open to learning new technology skills
High
Work environment requirements
Able to work remotely (e.g. from home office) with own computer, internet and office supplies
Self-motivated with excellent time management skills
High
Management experience preferred
Experience in managing teams and projects. Strategic thinking skills in the managing the business. High level of initiative and idea generation.
Moderate




7. Personal and general skills, values and attributes required for the role
Personal and general skills, values and other attributes
Description
Level of importance to the role (H/M/L)
Values strong and healthy relationships, a team player
Strong, open and healthy relationships are important to our business. Accordingly, the incumbent likes interacting with others, both within the team and with clients and other stakeholders. He or she is at ease with developing relationships with different kinds of people, is open to honest conversations, giving and receiving feedback, taking care of people, and prides themselves on having great working relationships.
High
Responsible, proactive, self-motivated, uses initiative, results-oriented, can work autonomously
The role has several accountabilities that are critical for the Upgrade to see actual info order to fulfil on these accountabilities, the incumbent needs to have these attributes.
High
Strong time management and organizational skills
Efficiency and an ability to balance competing demands are essential.
High
Has attention to detail
Attention to detail, neatness, a preference for order is important for the role.
High
Flexible and comfortable with learning new Upgrade to see actual infot afraid of change, and not attached to the work they have done.
The enterprise is a growing practice with many different facets, and constant change. Therefore, new demands, accountabilities and skill requirements are likely to arise in this role. For these reasons the person in the role needs to be open to learning new skills as well as new ways of doing things. Ideally, the incumbent will be also interested in continuously improving how they carry out their role and how things can be done generally.

High

Committed to professional development
Professional development is intrinsic in the work we do with our Upgrade to see actual info is important our team also value professional development.











Your Company Name
Role Description for

Operations Manager




?©Pure Bookkeeping 2020 v0.1 HR US?Page | 7

Section 1 – Role overview

1. General details
Role title
Operations Manager
Location

Position reports to
General Manager (GM)
Time commitment
Full time
Date



2. Role overview
Primary purpose
The primary objectives of this role are to:
Manage the finances of the business

Manage the delivery of the bookkeeping service we provide to our clients in a manner that:

• Upholds the integrity of our systems
• Provides five-star service
• Stays true to our mission and core values
• Helps grow the business

Domains in which this role operates
• Finance
• Admin Systems
• Production
• Service
• HR




3. Key working relationships – internal
Internal stakeholder
Interdependencies
General Manager
Work with the GM to establish and maintain new client start-up process for each new client, identify and report potential issues and update CRM with relevant information for all clients to enable meaningful, regular and informed communication with them. Provide support in relation to HR and projects. Provide monthly financial reports and analysis to determine whether goals have been met.
Operations Assistant
Manage the Operations Assistant to file the various government returns required (sales tax, payroll-related) for the client within the required timeframe
Bookkeepers
Manage, support and train the bookkeepers to fulfil primary objective


4. Key working relationships – external
External stakeholders
Interdependencies
Clients
Regular contact with clients to maintain connection with head office, to identify issues and to provide financial information to fulfil primary objective
Internal Revenue Agency (IRS)

Document Retrieval Supplier(s)

Client Portal Supplier

Stationery supplies



Section 2 – Role accountabilities

5. Key role accountabilities
Domain
Accountability / activity
Indicative KPIs
Finance
• Ensure internal bookkeeping is up to date
• Provide timely monthly KPI and other financial reports as required
• Up to date weekly

• Reports completed by 2nd week of the month
Production
• Ensure that all the client work is done as scheduled
• Ensure all bookkeepers follow the PB System
• Manage the new client start-up process and handover
• Support bookkeepers with technical questions
• Provide GM with financial and other information relating to client
• All sales tax and payroll tax reports filed on schedule
• Manage client reporting


• Maintain and develop bookkeeping systems
• Stay up to date with all software updates



• Ensure all our customers receive five-star service from the moment a prospect becomes a client

• Checklists accounted for and entered weekly
• All clients audited successfully and at least annually
• Weekly progress reports

• Feedback from bookkeepers

• CRM up to date

• No late notices from CRA (that was our fault)
• Timely reporting completed at least quarterly, clients contacted to discuss and Solve updated
• Continuous-improvement mindset and suggest improvements
• Read bookkeeping newsletters, read updates from software suppliers, attending webinars and seminars
• Testimonials from happy clients
• Referrals from clients and accountants
Admin Systems
• Update CRM as required
• Maintain and update admin systems
• CRM is up to date
• Admin manuals are up to date
HR
• Delivering training to team as required (including monthly webinars and seminars)
• Conduct skills test for new bookkeepers
• Manage training of new bookkeepers



• Track and report on performance of bookkeepers for annual review
• Provide content for webinars and seminars

• Skills Tests conducted and scores provided to GM
• Training data file completed and updated as required (project)
• New bookkeepers completed the training module and qualified
• Quarterly report to GM (project)


Section 3 – Person requirements

6. Technical skills, knowledge, experience and qualifications required for the role
Technical skills, knowledge, experience, qualifications
Description
Level of importance to the role (H/M/L)
Bookkeeping experience ideal
Five years’ experience as a bookkeeper, using QBO or QuickBooks Desktop. Experience in rescue jobs, forensic bookkeeping preferred.

High
Excellent verbal and interpersonal communication skills
Interpersonal, written and verbal. Able to communicate strongly with the team, and current and potential clients.
High

Strong skills in Microsoft Office and other IT applications
High level use of Word, Excel and email programs
Intermediate use of PowerPoint.
Experience with CRM systems.
High
General internet and computer skills
Confident using the internet for research purposes and technology in general
Able to update web pages
Proactive and open to learning new technology skills
High
Work environment requirements
Able to work remotely (e.g. from home office) with own computer, internet and office supplies
Self-motivated with excellent time management skills
High
Management experience preferred
Experience in managing teams and projects. Strategic thinking skills in the managing the business. High level of initiative and idea generation.
Moderate




7. Personal and general skills, values and attributes required for the role
Personal and general skills, values and other attributes
Description
Level of importance to the role (H/M/L)
Values strong and healthy relationships, a team player
Strong, open and healthy relationships are important to our business. Accordingly, the incumbent likes interacting with others, both within the team and with clients and other stakeholders. He or she is at ease with developing relationships with different kinds of people, is open to honest conversations, giving and receiving feedback, taking care of people, and prides themselves on having great working relationships.
High
Responsible, proactive, self-motivated, uses initiative, results-oriented, can work autonomously
The role has several accountabilities that are critical for the Upgrade to see actual info order to fulfil on these accountabilities, the incumbent needs to have these attributes.
High
Strong time management and organizational skills
Efficiency and an ability to balance competing demands are essential.
High
Has attention to detail
Attention to detail, neatness, a preference for order is important for the role.
High
Flexible and comfortable with learning new Upgrade to see actual infot afraid of change, and not attached to the work they have done.
The enterprise is a growing practice with many different facets, and constant change. Therefore, new demands, accountabilities and skill requirements are likely to arise in this role. For these reasons the person in the role needs to be open to learning new skills as well as new ways of doing things. Ideally, the incumbent will be also interested in continuously improving how they carry out their role and how things can be done generally.

High

Committed to professional development
Professional development is intrinsic in the work we do with our Upgrade to see actual info is important our team also value professional Upgrade to see actual infodium