Practice Operations Officer

Job Description

Reports To : Managing Principal

Role Summary :    The Practice Operations Officer ensures the firm operates at peak efficiency by overseeing systems, workflows, resource allocation, and cross-functional coordination. This role translates strategic priorities into daily operations, ensures teams and systems are properly prepared for client engagements, and enforces accountability across service lines and internal functions. Beyond deadlines, the officer drives operational discipline, manages client onboarding, safeguards quality and consistency, and integrates technology and AI tools to streamline delivery. The position is central to ensuring that all firm deliverables, client-facing, internal, and cross-functional are completed on time, to standard, and with operational excellence.

Key Responsibilities

Operational Oversight & Accountability

Drive the firm’s operating rhythm, ensuring that all practice deliverables, client-facing, internal, and cross-functional are completed on time and to standard.

Translate strategic and service commitments into actionable tasks in Zoho; allocate and delegate responsibilities effectively.

Monitor progress across functions, follow up on blockers, and escalate missed deadlines or risks.

Ensure compliance with firm standards, documentation requirements, and regulatory obligations.

Promote a culture of accountability and continuous improvement across the practice.

Quality & Standards (Operational Oversight)

Ensure deliverables meet agreed operational standards of accuracy, completeness, and consistency , confirming that technical reviews have been performed by the responsible team members.

Verify that outputs follow firm templates, include required commentary, and are client-ready before submission.

Act as gatekeeper for process discipline, not technical accounting.

Systems & Process Management

Own and maintain the firm’s internal systems (Zoho Books, Zoho People, Zoho Projects / Tasks, Analytics dashboards).

Draft, update, and enforce SOPs to standardize practice operations.

Introduce automation and AI-enabled tools to reduce manual work and improve efficiency.

Monitor system adoption and provide support or training where required.

Maintain oversight of documentation, ensuring all processes are audit-ready and knowledge repositories are up to date.

Client Onboarding & Cross-Functional Coordination

Lead operational setup for new client engagements, ensuring systems, teams, and resources are prepared before delivery begins.

Coordinate with service line leads to assign Analysts / Associates and align on responsibilities.

Ensure onboarding checklists, templates, and reporting structures are in place and communicated.

Act as the operational link between service delivery, leadership, and support functions to ensure smooth handovers.

Resource & Workforce Management

Track staff availability (leave, absences, workloads) and adjust allocations as needed to maintain delivery.

Support HR functions such as recruitment coordination, onboarding, and maintaining staff records, with a focus on operational impact.

Anticipate resource gaps and advise leadership on staffing or process adjustments.

Reporting & Insight

Deliver a monthly “Ops Snapshot” to the Managing Principal, covering :

Deadlines met / missed across all service lines.

Identified risks, issues, and escalation points.

Efficiency insights, system usage, and process improvement recommendations.

Provide ad-hoc reporting and analysis to support decision-making.

Continuous Improvement & Service Support

Identify trends, bottlenecks, or recurring issues and drive continuous improvement initiatives.

Support client service teams by resolving operational bottlenecks and ensuring a smooth client experience.

Uphold the highest standards of confidentiality and integrity in handling client, staff, and firm information.

Requirements

Qualifications & Experience

Bachelor’s degree in Business Administration, Accounting, or related discipline.

2–4 years’ experience in operations, practice management, or project coordination in a professional services environment.

Professional certifications (ACA, PMP, HR / Operations certifications) are an advantage.

Skills & Competencies

Strong leadership presence; able to hold team members accountable with authority and professionalism.

Excellent organizational and systems management skills.

Ability to coordinate multiple projects and competing deadlines simultaneously.

High digital fluency, with proven ability to integrate AI and automation tools into workflows.

Process discipline with an eye for quality, accuracy, and consistency.

Risk-aware, proactive, and solutions-focused.

Strong communication skills for cross-functional coordination and reporting.

Service orientation and commitment to operational excellence.

Professional discretion and integrity in handling sensitive information.

Benefits

Benefits

Hybrid work setup (2–3 days in-office) for flexibility and collaboration.

Opportunity to lead and streamline operational processes across teams and service lines.

Access to the systems, workflows, and operational tools to manage and monitor practice operations.

Exposure to strategic decision-making and operational planning at the firm level.