Operations Manager

About Crowe

Crowe is a leading national audit, tax, advisory and consulting firm with global reach and local expertise. We are an independent member of Crowe Global, one of the top 10 accounting networks in the world, with access to more than 40,000 people in over 140+ countries and across more than 800+ offices globally.

Our vision is to be recognised as essential to the future success of our clients by helping them to answer tomorrow’s questions and make smart decisions that have lasting value through the highest quality audit, tax, advisory and consulting services.

Crowe is where talented people can realise their potential, are successful and enjoy what they do by making a positive difference to our clients, communities and each other.

At Crowe, our aim is to create a community where regardless of gender, identity, sexuality, race, ethnicity, education or background, everyone is valued, can flourish and achieve their full potential.

Department Operations

• Organise department meetings, including preparing agendas, arranging speakers, setting topics, providing operational updates, and circulating action points.
• Ensure that there are documented department processes (e.g., client take-on, how we use M-Files, etc.).
• Promote and support correct training, adoption, and use of departmental technologies (M-Files, Alphatax, Interaction, Egress, etc.).
• Regularly review job codes with job managers, Star PDM support, and Client Solutions to ensure all active codes are relevant and up to date.
• Oversee and update the Star PDM dashboard, including managing access, implementation, and training/drop-in sessions.
• Maintain and update the CT Crocus SharePoint page (including teams, guidance, meetings, and social events).
• Develop collaborative working relationships with national teams to support the effective rollout and embedding of national initiatives within the department.
• Lead monthly operations meetings.
• Coordinate updates to tax client allocation sheets, ensuring accuracy for all client and staff changes.
• Carry out various department operational tasks and reporting as instructed by partners or the senior team.
• Participate in various ad-hoc and project-based initiatives as required by partners or senior team.

Financial Operations

• Champion a more effective billing process; schedule billing meetings for partners and job managers following WIP analysis report and encourage the use of appropriate dashboards for this task.
• Collect and analyse details on recoveries, utilisation, and provisions, feeding this into department meetings, performance managers, and partners.
• Prepare department finance summary slides for department meetings.
• Produce and circulate outstanding timesheets reports and reminders.
• Ensure the team maintains accurate client code administration and billing records.

People Operations

• Oversee the appraisal process for all team members:
• Set up appraisal feedback meetings, appraisal meetings, and objective meetings for all team members and their line managers.
• Send reminders throughout the appraisal process and assist partners as needed.
• Ensure communications and guidance are sent out via the Crocus page.
• Run reports on appraisal form status on Horizon.
• Agree with partners/performance managers who will act as appraisal managers for each team member.
• Coordinate timing and format of appraisals.
• Gather and relay feedback and suggestions for improvement.
• Keep track of starters and leavers in Horizon, ensuring the correct performance manager is allocated and informed, and provide support as needed.
• Run TOIL, overtime, leave, and other relevant reports as required.
• Liaise with and inform HR operations, HRIS, and Star PDM support of any staff-related changes as needed.
• Coordinate onboarding for new staff:
• Ensure department induction is undertaken for all new joiners.
• Develop and maintain new joiner department information, including team structure and profiles.
• Ensure allocation of performance manager and buddy for each new joiner.
• Lead and monitor the IT onboarding workflow, working with IT and Development teams to ensure consistency in software, distribution lists, licences, and Crocus access.
• Liaise with relevant teams to ensure all onboarding steps are completed and documented.
• Support trainee rotations between departments, ensuring all departments and staff are aware of start/end dates.
• Oversee the department calendar to ensure sufficient cover during holidays and exam times.
• Maintain and monitor the trainee log: update weekly, check compliance, update for leave, run reports, and work with the Development team on app upgrades.

Client Portfolio Administration

• Manage the Corporate Tax Compliance Portfolio allocation (in discussion with Partner and client teams involved) to ensure that each portfolio:
  • Sufficient and appropriate resource based on risk grading
  • Allocate Manager/AM and junior trainee to each client – Ensure appropriate for grade, objectives set and availability
  • Update for joiners/leavers and promotions as well as maternity/ long term sick cover
  • Has a clear Manager role who is responsible for day-to-day contact with client
  • Agreed timeline
  • Expected billings and WIP recovery
  • Audit manager (if appropriate)

Why choose Crowe?

At Crowe we understand that it is often the culture and values of a firm that are most important when looking for a new workplace.

Whether you’re working in statutory audit, corporate tax or you’re a marketing or HR specialist, we place our people at the centre of everything that we do; promoting a collaborative, inclusive and friendly culture while remaining passionate about supporting and developing our people as they build their careers. We listen to our people and adapt to their changing needs alongside the needs of our growing business. We invest in our people to help them be the best they can be.

We value new ideas and innovation, and welcome people who are committed to making a difference by delivering excellent services to our people, clients and communities.

At Crowe, you will find the specialist knowledge, the resources and the commitment to help you build a satisfying and rewarding career, with continued learning and development, highly competitive salaries and flexible benefits.

We want to create the best environment for our people to grow and thrive and recognise the importance of offering a flexible approach to our working environment, which we would be happy to discuss with you further.

Crowe is committed to equal opportunity and diversity in recruitment and employment. We value the differences that a diverse workforce brings to our organisation, driving effectiveness in our teams and providing our clients with a quality service.

Entry and progression within the firm is determined solely by the application of objective criteria, personal performance and merit which is supported by a clearly defined career pathway.

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