Group Director, Operations

Acclime is a leading pan-Asian professional services firm, specialising in offering a range of essential advisory and implementation services to corporate clients expanding into and around the Asia-Pacific region. Since its formation in early 2019, Acclime now has a presence in 15 markets and a team of more than 1,600 professionals in the fields of accounting, tax, corporate secretarial, payroll and advisory services – making it the fastest growing firm in the sector.

We are seeking a highly experienced and strategic operations executive to lead the operational functions of Acclime. This senior leadership role is crucial to driving operational excellence, enhancing client satisfaction, and ensuring seamless service delivery across all service lines. The role will be responsible for optimizing business processes, implementing controls, overseeing legal and compliance reporting, client satisfaction/NPS and leading the rollout of initiatives and systems across the groups footprint.

The ideal candidate will bring strong operational expertise, a collaborative approach to leadership, and a proven track record of transforming business operations. The Group Director - Operations will work closely with senior leadership, including the CEO, to align operational strategies with broader organizational goals, ensuring efficient and effective execution across the company.

Key Responsibilities:

• Develop and implement operational strategies that align with the company’s objectives, driving growth, efficiency, and profitability.
• Standardize and refine SOPs and SLAs across all service lines to ensure consistency, quality, and compliance.
• Oversee the performance and optimization of shared service centers, centralizing key functions to improve efficiency and cost-effectiveness.
• Align operations across regions and service lines to create a unified client experience and maximize value.
• Lead cost-control initiatives, manage budgets, and optimize financial performance to meet strategic goals.
• Drive continuous improvement initiatives to enhance processes, service delivery, and operational performance.
• Ensure timely and accurate billing, reconciliation, and collections in collaboration with finance teams.
• Support larger client management processes where required
• Oversee M&A integrations, creating frameworks for seamless operational alignment, culture, and system integration.
• Foster collaboration across teams and regions, promoting knowledge sharing and best practices to enhance operational efficiency.
• Leverage technology and innovation to scale operations, improve data management, and enhance service delivery.
• Develop and track KPIs to monitor performance, identify gaps, and drive improvements in service delivery and operational efficiency.
• Ensure compliance with industry regulations and standards, managing legal reporting processes and internal controls.
• Proactively address service delivery issues, implementing corrective actions to maintain SLA performance and client satisfaction.
• Lead the NPS program to measure and improve client satisfaction, driving actionable improvements based on feedback.

Key Requirements:

• Extensive experience in senior operations leadership roles within professional services (e.g., consulting, accounting, financial services, IT services, or legal).
• Proven track record in developing and implementing operational strategies, driving large-scale transformations, and improving performance and cost efficiency.
• Strong understanding of compliance, legal reporting frameworks, and regulatory standards, with the ability to provide executive guidance.
• Expertise in designing and executing SOPs, internal controls, and service performance metrics such as SLAs and NPS.
• Hands-on experience with technology programs, systems rollouts, and digital transformation initiatives to enhance efficiency and service delivery.
• Solid financial acumen, with experience managing budgets, implementing cost-control measures, and optimizing financial outcomes.
• Exceptional leadership, communication, and interpersonal skills, with the ability to collaborate with cross-functional teams and senior executives.
• Demonstrated ability to manage competing priorities in a dynamic environment while maintaining focus on strategic goals.
• Bachelor’s degree in Business Administration, Operations Management, or a related field; an MBA is a strong advantage.

Personal Attributes:

• Strong analytical and problem-solving skills with a results-driven mindset.
• Effective at leading by influence to drive change and operational excellence across diverse teams.
• Highly organized, capable of balancing day-to-day operations with long-term strategic initiatives.
• Proactive and strategic thinker with a client-centric approach to service delivery and continuous improvement.