Client & Bookkeeping Delivery Lead

My client MBooks is growing and undergoing both business and digital transformations. We are seeking an individual who is passionate about leading teams and delivering exceptional bookkeeping services. This person should be ready to drive operational excellence and enhance client satisfaction within our bookkeeping function. + Job Overview As the Client and Bookkeeping Delivery Lead you’ll ensure seamless, timely, high-quality bookkeeping services for clients. Manage and support a small team of bookkeepers, maintain client communications, uphold service standards, and drive continuous improvement to efficiently manage client accounts and maintain high satisfaction. + Core ResponsibilitiesClient Service Delivery

• Ownership of client service delivery to ensure all bookkeeping services are delivered within SLAs of time, budget, scope, and quality.
• Oversee and manage service delivery KPIs, ensuring workload distribution among account managers, including workflow management and resource allocation.

Leadership & Support

• Lead and support account managers by providing technical assistance, unblocking tasks, managing workloads, and stepping in to support overflow when necessary.
• Handle second-level client escalations to ensure timely resolution and client satisfaction.

Coaching & Development

• Support account managers in achieving KPIs and driving client and account initiatives.
• Coach team members on technical bookkeeping and initiatives such as client onboarding and relationship management.

Triage & SLA Compliance

• Take ownership of support triage to ensure SLA compliance and timely resolution of client issues.

Collaboration & Improvement

• Collaborate with the business systems and operations manager on performance reporting, workflow optimisation, process improvements, and project initiatives.
• Drive continuous improvement in service delivery processes to enhance efficiency and quality.

Customer Success

• Own core customer success metrics, including product adoption, proactive communications, client retention, client-specific projects, and structured onboarding.

+ What Success looks like

• Timely and accurate delivery of bookkeeping services.
• Improved team performance through effective coaching and support.
• High client satisfaction and retention rates.
• Efficient triage management and SLA compliance.
• Continuous improvement in workflows and processes.

+ What you’ll bring

• Experience in bookkeeping/accounting operations and team leadership
• Strong communication and client management skills
• Familiarity with Xero, MYOB , XPM, Karbon, Hubdoc
• A passion for customer service, process improvement and coaching others

+ Why join us?

• Enjoy a small, friendly team culture with remote work-from-home options
• Benefit from regular remuneration reviews and true ownership of your role.
• Be at the heart of a supportive team, making a real impact on client success.
• Thrive in a collaborative environment with opportunities for growth and innovation.
• Contribute to shaping and enhancing our service delivery, processes, and client experience.
• Growth opportunities within technical, business and digital areas as the business expands.

If this sounds like you and ready for your next challenge apply now! + About us MBooks is a reputable Australian boutique bookkeeping firm with over 20 years of experience. We are committed to helping small and medium-sized businesses succeed by offering expert bookkeeping and strategic advisory services while nurturing a supportive, people-first culture.