Qualification:
- CA (India) - mandatory; additional AU or US accounting qualification a strong advantage
- 5+ years in delivery management, client success, or operations in an accounting / BPO environment
- Working knowledge of AU compliance (AASB, APES 320, BAS/IAS, ATO audit process) and US compliance (US GAAP, 1040/1120S, IRS)
- Experience managing small technical teams (3-6 people) in a remote / hybrid environment
- QA framework design and review process experience
KEY RESPONSIBILITIES
- Own end-to-end delivery quality for all US and AU service lines across 6 pillars
- QA sign-off on all client-facing outputs before delivery to AU/US CPA partners
- Manage 90-day onboarding plan for every new CPA partner - ensure first-delivery success
- Directly manage 3 Senior Delivery Specialists and the KM, Training & QA Lead
- Own SLA compliance - turnaround time, accuracy rate, revision rate per partner
- Handle escalations from AU and US Market Leads and partner firms
- Work with BD & Revenue Growth Specialist on account health reviews and upsell triggers
- Liaise with outsourced Tech & Security partner on platform compliance and tool integration
CORE COMPETENCIES:
- Dual-market accounting fluency - AU and US tax and compliance terminology and workflows
- Quality assurance - ability to review and sign off on complex tax returns, audit working papers, FP&A models, and CAAS board packs
- Client success management - onboarding structure, SLA governance, and escalation resolution
- People management - coaching and performance management of CA-qualified delivery staff
- Process thinking - SOP development, turnaround management, capacity planning
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