Engagement Operations Director

Job DescriptionAs the Director of Engagement Operations, you will be a key member of our leadership team, reporting directly to the Chief Operating Officer. In this pivotal role, you will be instrumental in overseeing and enhancing all facets of our professional services offerings. Your primary focus will be on shaping and executing operational strategies to drive business success. You will lead and manage centralized operations teams, driving efficiency across our audit, advisory, and tax service lines. Your responsibility will be to implement client-centric processes, ensuring the delivery of exceptional service standards. Managing a team of up to 50 business operations experts across the UAE and Oman, you will collaborate closely with stakeholders and the partner group to optimize operations and elevate client satisfaction.Engagement Operations Oversee and streamline engagement operations processes (job code, billing collections etc) across all three service lines to ensure seamless service delivery to client facing teams Collaborate with engagement teams to identify and address operational challenges, driving continuous improvement. Develop and implement standardized procedures and implement operational and customer satisfaction KPIs Process Optimization Lead initiatives to optimize business processes, identifying opportunities for automation and efficiency gains. Work closely with cross-functional teams to redesign workflows and streamline operations to drive productivity gains. Monitor key performance indicators (KPIs) to measure process effectiveness and drive ongoing improvements. Work with Technology to automate various operational processes as much as possible. Business Continuity Planning Ownership for firmwide business continuity plans to mitigate risks and ensure uninterrupted service delivery. Conduct regular assessments and simulations to test the effectiveness of contingency plans and response strategies. Collaborate with stakeholders to identify and address potential disruptions, ensuring resilience in the face of challenges. Offshore Strategy Develop and execute an offshore strategy to leverage resources and support operational scalability. Evaluate offshore capabilities and identify opportunities for outsourcing back and middle office activities. Establish robust communication channels, governance frameworks and reporting mechanisms in partnership with offshore development centers to drive operational efficiency and performance. Records Management Ownership for firmwide records management operational implementation in partnership with each service line and KBS leader. This requires implementing and maintaining a robust records management system to ensure compliance with regulatory requirements. Define policies and procedures for the secure storage, retrieval, and disposal of client records and sensitive information in partnership with risk management. Provide training and guidance to staff on records management best practices and data security protocols. Translation Services Oversee the team of translators, who coordinate translation services to support multilingual client engagements and various internal communications. Manage vendor relationships and quality assurance processes to ensure accurate and timely translation deliverables. Develop guidelines and standards for translation quality and consistency, aligning with client expectations and preferences. Relationship Management Develop and maintain strong relationships with Service Line COO’s, KBS functions, and Partners and Directors across the firm, understanding their needs, challenges, and objectives. Serve as the primary point of contact for escalated issues, working closely with the team to address concerns and resolve issues in a timely manner. Proactively identify opportunities to enhance client satisfaction and drive value through our services, collaborating with internal teams to deliver innovative solutions. Establish strong relationships with offshore development centers. Performance Analysis And Reporting Establish key performance indicators (KPIs) and metrics to measure the effectiveness of client services operations. Analyze data and generate regular reports to track client satisfaction. Use insights from data analysis to identify areas for improvement and drive informed decision-making. Implement robust operational KPIs and dashboards to drive improved operational performance. Establish as Client Services Council to monitor progress with Service Line stakeholders. Leadership And Team Management Provide strong leadership and guidance to the client services team, fostering a culture of collaboration, accountability, and continuous improvement. Recruit, onboard, train, and mentor team members to ensure high performance and professional development. Set clear goals and objectives for the team, and regularly assess performance and provide constructive feedback. Strategic Planning And Execution Develop and implement strategic initiatives to optimize client services processes, improve efficiency, and drive business growth. Work closely with COO and senior leadership to develop and execute client services strategies aligned with the firms' goals and objectives. The ideal candidate will possess strong leadership skills, a proven track record in process optimization, and a commitment to delivering exceptional client service.Qualifications Bachelor's degree in business administration, marketing, or a related field; MBA or equivalent preferred 10+ years of experience in client services, operations management, account management, or related roles within the professional services industry Proven track record of leadership and team management, with the ability to inspire and motivate a diverse team of professionals. Strong interpersonal skills and the ability to build rapport with internal stakeholders at all levels. Excellent communication skills, both verbal and written, with the ability to effectively convey complex concepts and ideas. Strategic thinker with a demonstrated ability to develop and execute innovative client services strategies. Analytical mindset with the ability to interpret data, draw actionable insights, and make data-driven decisions. Proactive problem solver with customer centric approach and a commitment to delivering exceptional client experiences.