Director of Accounting Operations/Client Services (US)

Job Description

This leader will be responsible for managing IQ BackOffice’s full service accounting service line of business ensuring that high levels of quality, timeliness and client service are provided. This person will work with internal teams and partners to increase the scope of services provided to existing clients including implementation of new initiatives to support future growth. This individual will act as the primary relationship contact to this customer base so they must have the ability to synthesize information obtained through internal and external contacts, reports, conferences and other industry events to apply IQ solutions as well as external solutions that will overcome obstacles that clients face.

This resource will be responsible for leading a global team that serves as the primary point of contact to each account acting as an escalation point for all client facing accounting issues. This hands-on role requires a strong technical background, deep experience in accounting and transaction processing and the ability to facilitate problem resolution to ensure high client satisfaction. The individual will lead a team supporting service delivery in a high-volume, client centered environment where client expectations will require developing/maintaining process excellence on a large scale.

Responsibilities (including, but not limited to)

Client Management (50%)

  • Drive great client results and coordinate the efforts of our operations team to ensure we achieve client goals
  • Build and maintain great relationships as the primary contact for a large client base working typically with Director and VP levels; Respond effectively and timely to client inquires, questions, issues and recognize trends across the partner groups
  • Work with the operations teams directly to manage client expectations and deliverables
  • Define and articulate the economic impact of our service delivery. Expand existing client relationships by identifying opportunities to maximize potential client sales through additional account volumes and/or services
  • Craft conversations and materials around what opportunity looks like to clients; be able to speak to multiple organization levels (from AP Manager to CFO/CEO) with a high level of comfort. Able to have conversations in multiple settings: by phone, in person, or in larger groups leading training or at a conference
  • Identify, coordinate, and guide process improvements and custom analyses as needed to drive results for our clients as well as achieved targeted financial results

Accounting & Finance Management (25%)

  • Provide initial accounting review and analysis of complex accounting transactions for new clients through review of new contracts and design of proposed accounting solutions
  • Assist the Transition team in implementing new Full-Service Accounting clients
  • Ensure all client deliverables are met on time with excellent quality
  • Drive accurate and timely financial statement delivery through monthly metrics reporting, assess effectiveness of processes with a continuous improvement focus
  • Provide management with project status updates, feedback and appropriate reporting on key process-focused objectives

Process Improvement (25%)

  • Develop, recommend and implement plans, procedures, programs to enhance performance, service levels and cost improvements. Identifies opportunities for improvement through process reviews, evaluation, formulation and implementation of procedures and tools aimed to enhance efficiency
  • Define metrics in a rapidly growing and ambiguous environment and hold both internal and external teams accountable to results.
  • Drive root-cause analysis of existing customer pain points in partnership with implementations and operations.
  • Monitor and review all accounting processes and reports for clients, and drive a culture of continuous improvement and implement innovative strategies to sustain a global organization


  • Proven ability to build and maintain strong working relationships, internally and externally, with all levels of the organization
  • Excellent qualitative and quantitative analytic skills – quickly summarize and identify trends in reporting/ data, and from conversations/meetings, and then identify areas of business opportunity and respond with solutions in an independent setting
  • Able to speak to multiple organization levels (from C-level executives to accounting staff) with a high level of comfort. Able to have conversations in multiple settings: by phone, in a store setting, or in larger groups leading training or at a conference
  • Experience managing a world class, high volume transaction processing / shared services organization is required; strong preference will be given to individuals who have operated in similar organizations
  • Ability to create work schedule, action plans and identify areas of growth with minimal direction
  • Excellent self-motivation skills, positivity, strong sense of resiliency and flexibility
  • Able to prioritize and manage multiple high-profile clients and projects simultaneously
  • Sense of urgency for goal achievement, with strong commitment to driving results
  • Ability to meet deadlines consistently with high quality work
  • Ability to inspire, motivate and engage the commitment of others
  • Ability to influence, negotiate, respond-in-the-moment and problem solve
  • Some travel required
  • Ability to work different hours to interact regularly with our global teams
  • Bachelor’s degree or equivalent experience required


  • 7+ years working experience as an accounting generalist delivering end to end financial reporting and a complete understanding of the contents of each sheet and P&L line items
  • Minimum 5- 10 years of relevant experience in client services facing roles, business consulting, finance or accounting in a BPO capacity
  • CPA