Core Competencies:
- Ethics. Works with integrity; Upholds organizational values
- Dependability. Follows instructions, and responds to management direction; results oriented and committed to achieving objectives and tasks as required
- Teamwork and Collaboration. Exhibits objectivity and openness to other’s views; Gives and welcomes feedback; Contributes to building a positive culture. Communicates effectively
- Professionalism. tactfully approaches others; Reacts well under pressure; Treats others with respect and consideration; Accountable for all actions and decisions
- Organizational Support. Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization’s goals and values
- Quality Management. Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness
- Decision Making. Analyzes each situation, looking for opportunities to make any situation more beneficial for the company. Participates effectively in communication to achieve optimum results
Job Overview:
The Client Services & Practice Operations Coordinator supports the delivery of accounting, taxation, and advisory services for Australian clients. Working closely with the Director and the outsourced team, this role manages client relationships, coordinates compliance workflows, oversees engagement administration, and ensures all work is completed efficiently and in line with Australian public practice standards. The role also leverages Artificial Intelligence (AI) and emerging technologies to enhance productivity, research, client service, and operational efficiency.
This role will also include some marketing-related responsibilities as required. While marketing is not the primary focus of the position, the successful candidate will provide support with various marketing activities and initiatives alongside their core responsibilities.
Tasks required:
- Serve as a primary point of contact for Australian clients, managing enquiries, meetings, follow-ups, and ongoing client relationships.
- Coordinate the end-to-end client onboarding process, including KYC requirements, engagement letters, ATO agent nominations, electronic file setup, and compliance with Australian professional standards.
- Prepare engagement letters, fee proposals, pricing schedules, maintain engagement registers, and monitor outstanding documentation.
- Maintain accurate client records, CRM databases, practice management systems, and confidential electronic documentation.
- Coordinate compliance workflows for financial statements, tax returns (company, trust, partnership, and individual), BAS, GST, payroll, ASIC annual reviews, and SMSF administration, ensuring deadlines and quality standards are met.
- Assist with quality assurance by reviewing files, following firm procedures, maintaining documentation standards, and supporting continuous process improvements.
- Collaborate with the outsourced team to allocate workloads, develop SOPs, maintain work quality, and improve communication across teams.
- Conduct research on Australian taxation, accounting standards, ASIC compliance, SMSFs, business advisory, and regulatory updates.
- Utilize AI tools, including ChatGPT, to conduct research, prepare reports, draft client correspondence, automate administrative tasks, develop AI-assisted workflows, and support continuous innovation while ensuring accuracy, confidentiality, and ethical use.
Qualifications & Skills:
- Previous experience in an accounting, bookkeeping, or Australian public practice environment.
- Strong understanding of Australian accounting and taxation principles is highly desirable.
- Experience with Xero, QuickBooks Online, Microsoft Office, and Google Workspace.
- Proficiency in AI tools such as ChatGPT for research, documentation, and workflow improvement.
- Excellent written and verbal English communication skills.
- Quick learner with the ability to adapt to new systems, processes, and technologies.
- Strong organizational, analytical, and problem-solving abilities with exceptional attention to detail.
- Ability to manage multiple priorities, meet deadlines, and maintain high-quality client service.
Personal Attributes:
- Professional, ethical, and highly accountable.
- Strong client-focused communication and interpersonal skills.
- Self-motivated with the ability to work independently and follow detailed procedures.
- Eager to learn, continuously improve technical knowledge, and embrace AI and emerging technologies.
- Committed to delivering exceptional service while maintaining confidentiality and Australian public practice standards.