Lead Director, Client Services responsible for strategic leadership and operational excellence in Rebate Operations at CVS Health. Overseeing client service efforts and team management to ensure satisfaction and compliance.
About the role
- Head of Client Services overseeing service delivery across bookkeeping, accounts, tax, and payroll. Opportunity to shape client experience and lead a cohesive delivery team in a growing practice.
Responsibilities
- Own the end-to-end delivery of services across bookkeeping, accounts, tax, and payroll.
- Ensure SLAs are consistently met across all client types (Start, Traction, Growth, and standalone).
- Act as senior escalation point for complex or high-risk client situations.
- Continuously improve processes through automation, tooling, and client feedback.
- Safeguard not only technical accuracy but also the tone, clarity, and speed expected by startup clients.
- Lead, coach, and support the delivery team at all levels — from juniors to managers.
- Manage team capacity and utilisation, forecasting and allocating workloads effectively.
- Build a culture of accountability, autonomy, and continuous improvement.
- Develop future leaders and ensure knowledge-sharing through the Startup Accountancy Playbook.
- Own and evolve the internal ops stack (Karbon, Xero, Ignition, Tally).
- Document and improve processes to reduce errors and inefficiencies.
- Maintain and grow the Startup Accountancy Playbook, ensuring consistent delivery.
- Champion SOPs, training materials, and scalable workflows for each service line.
- Own delivery KPIs and reporting dashboards (quality, timeliness, efficiency, utilisation).
- Partner with the founders on quarterly planning, resourcing, and capacity modelling.
- Provide insights that shape pricing, resourcing, and commercial decisions.
- Lead recruitment and onboarding of senior delivery team members.
- Shape interview processes and structured onboarding plans.
- Foster a hiring culture that values clarity, curiosity, and cultural fit.
- Stay current on compliance, tax, and regulatory updates for startups.
- Ensure changes are embedded into internal processes and the Playbook.
- Provide senior oversight on technical delivery risks, ensuring quality review and documentation.
Requirements
- ACA or ACCA qualified, with 5+ years’ post-qualification experience.
- Proven experience managing client delivery in an accountancy practice (essential).
- Strong leadership track record: managing teams, capacity, and client portfolios.
- Tech-savvy, with experience leveraging modern practice tools to streamline delivery.
- Clear communicator who thrives in a fast-paced, growing environment.
- Ambitious — with an interest in progressing into equity and partnership in future.
Benefits
- Competitive package tailored to the right candidate’s experience and ambitions.
- Progression: Clear pathway to equity and partnership for the right candidate.
- Flexible working and a chance to shape the culture of a modern practice.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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