Summary:

We are seeking an experienced and highly organised Office Manager to oversee the day-to-day operations of our professional services practice. This role is responsible for managing workflow, supporting staff performance, maintaining client service standards, monitoring business performance, and ensuring operational efficiency across the firm.

The successful candidate will act as a central point of coordination between staff, clients, and leadership, helping to drive productivity, maintain compliance processes, and support the achievement of business objectives. This is a hands-on role suited to someone who thrives in a fast-paced setting and enjoys balancing people management, client service, and operational responsibilities.

Responsibilities:

Workflow & Operations Management

- Monitor and manage workflow across the practice to ensure deadlines are met.
- Review workflow dashboards and allocate or reallocate work as required.
- Monitor staff capacity, utilisation, and availability.
- Coordinate upcoming work schedules and resource planning.
- Oversee the progress of jobs and follow up on overdue matters.
- Assist with technical staff queries and operational issues.
- Prepare workflow plans and capacity forecasts for upcoming periods.

Team Leadership & Staff Management

- Support and mentor team members in their day-to-day responsibilities.
- Conduct regular staff meetings and one-on-one performance discussions.
- Monitor staff KPIs, productivity, and utilisation.
- Identify training and development opportunities.
- Assist with career progression planning and performance improvement initiatives.
- Review and approve leave requests.
- Assess ongoing staffing requirements and workforce planning needs.

Client Relationship Management

- Manage client enquiries and ensure timely responses to client matters.
- Conduct client meetings and assist with engagement discussions.




- Resolve client complaints and service issues professionally.
- Support the onboarding of new clients and review engagement proposals.
- Maintain high levels of client satisfaction and retention.
- Escalate and manage complex client matters when required.
- Financial Performance & Reporting
- Review work-in-progress (WIP), debtors, revenue, and recoverability reports.
- Monitor monthly revenue targets and business performance metrics.
- Ensure timely invoicing of completed work.
- Follow up outstanding accounts and support debtor collection activities.
- Review profitability, pricing structures, and fee performance.
- Prepare management reports and business performance updates for leadership.

Compliance & Quality Assurance

- Review completed files to ensure quality and compliance standards are maintained.
- Monitor adherence to firm procedures and risk management requirements.
- Ensure review notes and corrective actions are completed promptly.
- Monitor outstanding lodgements and compliance deadlines.
- Review engagement letters and client documentation.
- Support continuous improvement of firm processes and quality management systems.

Business Growth & Strategic Support

- Review new client enquiries, referral opportunities, and marketing activities.
- Monitor client retention and growth initiatives.
- Participate in management meetings and contribute to business planning.
- Provide performance updates and operational insights to directors and partners.
- Identify opportunities to improve systems, processes, and overall firm efficiency

Qualifications:

- Proven experience in office management.
- Strong organisational and multitasking skills.
- Excellent communication and interpersonal abilities.
- Proficiency in Microsoft Office Suite and office management software.
- Ability to work independently and as part of a team.
- Attention to detail and problem-solving skills.

📌 Office Manager (Kempsey)
🏢 Shadow Accounting & Taxation Services
📍 Kempsey