• Respond and follow through customer enquiries on the IT requests in a prompt and professional manner. • Inform customer any unforeseen delays in IT run rate quotation and delivery lead times, as applicable. • Follow through on pending customer quotations with the respective internal quotation team. • Support the Enterprise Account Managers to provide timely updates and reply to customer urgent requests. • Maintain a strong knowledge of company’s products and services offerings • Actively involved in sourcing, analyzing costs, prepare sales quotations, follow up on sales enquiries. • Negotiate the best commercial and technical package for procurement requirements, improve pricing and terms with suppliers • Support the sales team in ensuring that quotes needed are collected in a timely manner, take initiatives to clarify requirements for purchase orders and contracts. • Analyze and review items purchased, costs, delivery, product performance • Preparation of Proposals, Sales Agreements and/ or Contracts when necessary • Participate or lead in new product introductions when required • Communicate with suppliers and customers, developed long term relationship • Other ad-hoc operational requirement

• Ensure smooth, secure, and reliable operation of end-user and office IT systems globally • Build and lead a small IT support team (24x7 coverage) • Define the operating model for global IT support • Establish service standards (SLAs), runbooks, and a knowledge base • Track and report on support performance • Coordinate incident response for end-user IT issues • Manage budgets and vendor contracts related to IT • Supervise the implementation and maintenance of the company's computing needs • Collaborate with HR for onboarding and offboarding processes • Inventory, audit, and global logistics for IT assets

• Monitor exchange systems and operations during weekend shifts, identifying and escalating issues as they arise. • Communicate effectively with on-call engineers and other team members to resolve operational incidents. • Execute scheduled operational tasks, ensuring they run smoothly and without error. • Monitor logs and dashboards to identify and troubleshoot operational issues in real time. • Provide clear, timely status updates during incidents or unusual market activity. • Document operational events and contribute to post-incident reviews.

Role Description We are seeking a highly organized and experienced Operations Manager to oversee and streamline core operational functions within a professional services and accounting firm. This remote role works closely with the CEO and leadership team to ensure efficient service delivery, strong internal operations, and high client satisfaction. The ideal candidate is process-driven, detail-oriented, and comfortable managing people, systems, and workflows across Human Resources, Workforce Management, Client Success, and Administrative Operations. Duties and Responsibilities - Human Resources & Team Operations - Process bi-monthly payroll and manage accurate tracking of PTO and sick time. - Lead weekly team meetings and coordinate team engagement and staff appreciation initiatives. - Administer bi-annual performance reviews and manage tracking of team Objectives and Key Results (OKRs). - Coordinate onboarding for new team members, including internal training and IT provisioning. - Manage training budgets and assess ongoing team training needs and professional development goals. - Workforce Management & Capacity Planning - Analyze team time tracking, utilization, and productivity metrics. - Prepare client time reporting and budgeting analysis. - Manage client budget changes and team assignment transitions. - Plan for future hiring needs and support capacity planning for new client onboarding. - Oversee team scheduling, availability, and time-off monitoring. - Client Success & Quality Assurance - Administer new client onboarding requirements, coordinating personnel and IT needs from contract execution through the first monthly check-in. - Track client engagement metrics and administer annual client satisfaction surveys. - Manage recurring Quality Assurance (QA) reviews and maintain SOP standards across the firm. - Administrative, IT & Internal Operations - Prepare and analyze monthly invoices and manage collections processes. - Handle new user provisioning and oversee internal IT ticket management. - Manage cloud platform optimization and internal system “bloat” reduction. - Maintain ownership of client and team databases within Airtable. - Support marketing operations by ensuring brand standards are followed and managing the referral program. - Own internal SOP documentation and lead communication, training, and change management for process updates. Qualifications - Bachelor’s degree in Business, Operations, Human Resources, Accounting, or a related field. - Minimum of 4–6 years of experience in operations management, preferably in professional services, accounting, or consulting environments. - Experience managing HR administration, payroll processes, and workforce planning. - Strong organizational and project management skills with attention to detail. - Comfort working with cloud-based tools (Airtable, time tracking systems, accounting or IT platforms). - Strong written and verbal communication skills. Preferred Qualifications - Experience in an accounting, finance, or CFO services firm. - Familiarity with utilization-based staffing models and client budgeting. - Experience managing SOPs, QA processes, and operational documentation. - Background supporting remote or distributed teams. - Exposure to basic IT administration, systems optimization, or workflow automation. Benefits - Permanent remote work flexibility. - Paid Time Off. - Health Maintenance Organization (HMO) coverage. - Annual performance bonuses. - Dedicated coaches offer an extra channel of support and skill-building. - Opportunities for professional growth.