Head of Delivery & Client Success

Job Purpose:

The Head of Delivery is the operational backbone. This role is responsible for all service delivery quality across both the US and AU markets, managing a team of three delivery specialists and the KM/Training Lead. It also owns new CPA partner onboarding and escalation management. The role requires a CA (India) professional with dual-market accounting fluency - comfortable navigating AASB, APES 320, ATO, US GAAP, and IRS frameworks simultaneously.

Key Responsibilities:

• Own end-to-end delivery quality for all US and AU service lines across 6 pillars
• QA sign-off on all client-facing outputs before delivery to AU/US CPA partners
• Manage 90-day onboarding plan for every new CPA partner - ensure first-delivery success
• Directly manage 3 Senior Delivery Specialists and the KM, Training & QA Lead
• Own SLA compliance - turnaround time, accuracy rate, revision rate per partner
• Handle escalations from AU and US Market Leads and partner firms
• Work with BD & Revenue Growth Specialist on account health reviews and upsell triggers
• Liaise with outsourced Tech & Security partner on platform compliance and tool integration

Core Competencies

• Dual-market accounting fluency - AU and US tax and compliance terminology and workflows
• Quality assurance - ability to review and sign off on complex tax returns, audit working papers, FP&A models, and CAAS board packs
• Client success management - onboarding structure, SLA governance, and escalation resolution
• People management - coaching and performance management of CA-qualified delivery staff
• Process thinking - SOP development, turnaround management, capacity planning

Qualifications:

• CA (India) - mandatory additional AU or US accounting qualification a strong advantage
• 5+ years in delivery management, client success, or operations in an accounting / BPO environment
• Working knowledge of AU compliance (AASB, APES 320, BAS/IAS, ATO audit process) and US compliance (US GAAP, 1040/1120S, IRS)
• Experience managing small technical teams (3-6 people) in a remote / hybrid environment
• QA framework design and review process experience

Timing :-3:00 p.m. to 12:00 a.m.

Contact Person: Dhwani Solanki

9998012638 /