Client Manager- Trust Accounting

About the Role

As the Client Manager – Trust Accounting, you will play a pivotal role in managing client onboarding and maintaining exceptional service delivery for our Trust Accounting offering. Working closely with both our clients and our outsourced accounting team based in Manila, you will ensure smooth transitions, strong communication, and high service standards across all client engagements.

This is a leadership role that combines client relationship management, operational oversight, and process improvement, with a particular focus on trust accounting and variable outgoings.

Key Responsibilities

Client Management – Trust Accounting (70%–95% depending on season)

• Oversee the onboarding of new clients, ensuring a smooth and structured transition onto the service.
• Partner with the Client Success Manager to ensure a seamless handover from the sales process.
• Understand each client's business model and expectations, clarifying roles and responsibilities.
• Manage scope expectations and encourage clients to complete onboarding tasks within set timeframes.
• Perform trust accounting tasks during onboarding as needed.
• Coordinate the handover of ongoing trust accounting tasks to the Manila-based team.
• Liaise with Team Leaders to ensure service levels remain high post-onboarding.
• Work closely with the Assistant Manager – Training to allocate appropriate resourcing.
• Carry out general accounting and administrative tasks as required.

Variable Outgoings Management (0%–25% depending on season)

• Manage the client timetable for Variable Outgoings (VO), ensuring clients are informed of their responsibilities and deadlines.
• Assign VO reconciliations to the Manila team and monitor delivery and quality.
• Provide training and support to the VO reconciliation team.
• Maintain strong client communication throughout the reconciliation process.

Innovation & Continuous Improvement (5%)

• Identify and implement process improvements that enhance efficiency, communication, and client satisfaction.
• Contribute to enhancements in training and development across both the Perth and Manila teams.
• Review and improve service templates, SLAs, and client engagement practices.

About You

To thrive in this role, you will bring:

• Proven experience in bookkeeping and/or accounting, ideally within Commercial Real Estate.
• Strong client relationship management skills and a passion for exceptional service delivery.
• Experience working with offshore teams, with a collaborative and adaptable approach.
• Strong communication and interpersonal skills.
• A proactive, solutions-focused mindset with high energy and enthusiasm.
• Exceptional time management and organisational skills.
• Confidence navigating new challenges and managing complex client expectations.