Seeking an experienced and dynamic Chief Delivery Officer (CDO) to lead and oversee all delivery operations for our UK-based accounts, bookkeeping, and payroll outsourcing customers.

The CDO will be responsible for end-to-end management of service delivery processes, team training, quality assurance, customer issue resolution, and strategic alignment with client expectations.

Key Responsibilities:

1. Team Training & Development:

- Develop, implement, and maintain technical training programs for the delivery team, focusing on accounts, bookkeeping, and payroll processes.

- Ensure team members are up-to-date with industry standards, UK-specific accounting and payroll requirements, and best practices.

- Foster a culture of continuous improvement and technical competence within the team.

2. Quality Assurance & Review:

- Conduct regular and random quality reviews of team members' work to ensure accuracy, consistency, and compliance with customer and regulatory standards.

- Establish and enforce quality metrics to evaluate service delivery and identify areas for improvement.

3. Client Issue Management & Resolution:

- Serve as the primary escalation point for any issues or concerns raised by clients, ensuring prompt and satisfactory resolution.

- Collaborate closely with clients to understand their concerns, address issues, and implement corrective actions in coordination with the delivery team.

- Confidently engage with clients to challenge points of contention when necessary, ensuring maintains professional integrity while prioritizing service quality.

4. Support in Sales Efforts:

- Assist the on sales calls, providing technical insights and operational knowledge to help secure new business or address prospective client queries.

- Present delivery capabilities, operational processes, and quality assurance strategies to potential clients.

5. Talent Acquisition & Team Building:

- Conduct interviews and assessments for senior accountant roles based in our India office, ensuring candidates align with standards and culture.

- Provide strategic input on team composition and growth, identifying skills needed to strengthen the delivery teams capabilities.

6. Gap Analysis & Process Improvement:

- Identify operational gaps or process inefficiencies within the offshore team and work proactively to address them.

- Implement corrective actions, enhanced procedures, or training initiatives to bridge delivery gaps, in collaboration with the offshore team.

Key Skills and Qualifications:

- Experience: 10+ years in a senior delivery role within a practice.

- Leadership: Proven track record in leading and developing technical teams and fostering a culture of continuous improvement.

Technical Expertise:

- Strong knowledge of UK accounting standards, payroll legislation, and regulatory compliance requirements. Expert level knowledge of Accounts/Bookkeeping/Payroll is mandatory. Knowledge of different accounting standards like IFRS, UK GAAP and FRS is also given

Customer-Focused:

- Skilled in managing client relationships, handling escalations, and providing professional responses to resolve service issues.

Communication Skills:

- Excellent written and verbal communication skills, with the ability to clearly convey technical information to clients and internal teams.

Problem-Solving:

- Strong analytical skills to identify gaps, propose solutions, and drive process improvements in service delivery.

Travel:

- Willingness to travel as needed for client meetings and team training sessions.