Chief Delivery Officer

Location : India Based (Remote with some travel as required)

Job Summary : Outbooks is seeking an experienced and dynamic Chief Delivery Officer (CDO) to lead and oversee all delivery operations for our UK-based accounts, bookkeeping, and payroll outsourcing customers. This senior role is integral to maintaining Outbooks' commitment to excellence in customer satisfaction and ensuring seamless delivery of services. The CDO will be responsible for end-to-end management of service delivery processes, team training, quality assurance, customer issue resolution, and strategic alignment with client expectations.

Key Responsibilities :

1. Team Training & Development :

Develop, implement, and maintain technical training programs for the delivery team, focusing on accounts, bookkeeping, and payroll processes.

Ensure team members are up-to-date with industry standards, UK-specific accounting and payroll requirements, and best practices.

Foster a culture of continuous improvement and technical competence within the team.

2. Quality Assurance & Review :

Conduct regular and random quality reviews of team members' work to ensure accuracy, consistency, and compliance with customer and regulatory standards.

Establish and enforce quality metrics to evaluate service delivery and identify areas for improvement.

3. Client Issue Management & Resolution :

Serve as the primary escalation point for any issues or concerns raised by clients, ensuring prompt and satisfactory resolution.

Collaborate closely with clients to understand their concerns, address issues, and implement corrective actions in coordination with the delivery team.

Confidently engage with clients to challenge points of contention when necessary, ensuring maintains professional integrity while prioritizing service quality.

4. Support in Sales Efforts :

Assist the on sales calls, providing technical insights and operational knowledge to help secure new business or address prospective client queries.

Present Outbooks’ delivery capabilities, operational processes, and quality assurance strategies to potential clients.

5. Talent Acquisition & Team Building :

Conduct interviews and assessments for senior accountant roles based in our India office, ensuring candidates align with Outbooks' standards and culture.

Provide strategic input on team composition and growth, identifying skills needed to strengthen the delivery team’s capabilities.

6. Gap Analysis & Process Improvement :

Identify operational gaps or process inefficiencies within the offshore team and work proactively to address them.

Implement corrective actions, enhanced procedures, or training initiatives to bridge delivery gaps, in collaboration with the offshore team.

Key Skills and Qualifications :

Experience : 10+ years in a senior delivery role within a practice.

Must be CA or ACCA qualified and with the knowledge of IFRS 102, 105 or 102-1a.

Leadership : Proven track record in leading and developing technical teams and fostering a culture of continuous improvement.

Technical Expertise :

Strong knowledge of UK accounting standards, payroll legislation, and regulatory compliance requirements. Expert level knowledge of Accounts / Bookkeeping / Payroll is mandatory. Knowledge of different accounting standards like IFRS, UK GAAP and FRS is also given

Customer-Focused :

Skilled in managing client relationships, handling escalations, and providing professional responses to resolve service issues.

Communication Skills :

Excellent written and verbal communication skills, with the ability to clearly convey technical information to clients and internal teams.

Problem-Solving :

Strong analytical skills to identify gaps, propose solutions, and drive process improvements in service delivery.

Travel :

Willingness to travel as needed for client meetings and team training sessions.

Why Join ?

This is a pivotal role within a company offering a unique opportunity to shape our service delivery model, improve customer satisfaction, and make a measurable impact on our operational success. The CDO will work closely with the MD and the leadership team, helping to drive growth in the UK market.