Operations Coordinator

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