About the role
The Practice Manager is responsible for the smooth and productive day-to-day operation of our accounting and bookkeeping practice, taking ownership of administration, workflow coordination and the client experience. The role also provides proactive, confidential executive assistance to the Director of Strategy. This role requires a proactive, organised person who can work autonomously, anticipate requirements and follow matters through to completion without ongoing direction. The Practice Manager ensures clients receive responsive, professional service and that the team has the information, systems and administrative support needed to deliver work on time. Exceptional customer service is the role's highest priority, supported by effective workflow management and reliable administration across the organisation.

Key responsibilities

- Take ownership of the client service experience, ensuring every interaction is professional, welcoming and helpful
- Act as the primary administrative contact for clients, managing enquiries by telephone, email and other communication channels
- Respond promptly to enquiries, resolve routine matters independently and refer technical questions to the appropriate team member
- Ensure client requests are assigned, tracked and followed through to resolution
- Coordinate and monitor workflow across the practice, maintaining visibility of jobs, priorities,



deadlines and outstanding tasks
- Ensure work is recorded accurately in the practice management system, with clear ownership and due dates
- Take responsibility for all day-to-day administrative functions across the organisation
- Manage shared inboxes, correspondence, calendars, appointments, meetings and document administration
- Coordinate invoicing in line with approved engagements, fee arrangements and billing schedules
- Provide proactive, confidential executive and administrative support to the Director of Strategy About you
- Demonstrated experience in practice management, office management or a senior administrative role
- Strong customer service skills and the ability to build trusted client relationships
- Proven ability to work autonomously, exercise sound judgement and take responsibility for outcomes
- Excellent organisational skills, with experience coordinating multiple tasks, people and deadlines
- Clear, professional written and verbal communication
- Strong attention to detail and reliable follow-through
- Confidence using Microsoft 365, CRM, workflow and document management systems
- Ability to handle sensitive information with discretion
- A practical approach to solving problems and improving processes
- Openness and exposure to AI

📌 Practice Manager (Rowville)
🏢 STH Bookkeeping
📍 Rowville