Practice Manager
Location: Langley, BC (200 St / 56 Ave)
- The Practice Manager leads the delivery for 30–50 small bookkeeping clients and ensures their Finance & Accounting operations run smoothly, accurately, and with an excellent customer experience. This role owns client communication, oversees delivery across bookkeeping, AP/AR, sales tax, and monthly reporting, and ensures every account runs on the Transcounts tech stack and standards.
- You’ll manage a team of 8–12 remote bookkeepers and reviewers while focusing on oversight, quality, insights, communication, meeting cadence, and driving exceptional client outcomes. All client meetings fall under your ownership - typically monthly or on-demand as required.
- As you grow in the role and consistently manage 40+ clients and a 10+ member team - while delivering strong performance, NPS, and operating mastery - you’ll have the opportunity to progress into the Fractional Controller/CFO track.
- Experience with eCommerce brands is highly preferred.
Key ResponsibilitiesDelivery & Quality
- Ensure accurate and timely monthly bookkeeping, AP/AR, sales tax filings, and year-end preparation.
- Own the client experience end-to-end, strengthening communication and trust.
- Deliver consistent monthly financial reporting with standardized visuals.
- Maintain alignment between client systems and Transcounts' tech stack; recommend improvements.
- Perform initial full quality reviews; transition to exception-based reviews after probation.
- Proactively identify risks in cash flow, shareholder loans, or advance tax balances.
Team Collaboration
- Lead quality oversight across your client portfolio.
- Hold bookkeepers and reviewers accountable for SOPs and Quality Checklists.
- Troubleshoot delivery issues early; resolve data-gathering or process friction.
- Maintain healthy team dynamics and strong interpersonal engagement.
Customer Experience
- Improve documentation flow, banking access, and communication channels.
- Represent clients confidently in standard CRA/IRS reviews (non-audit escalations).
- Maintain perfect compliance across GST/PST/HST, payroll filings, and deadlines.
- Ensure insights, visuals, and reporting are accurate and meaningful.
Onboarding
- Own onboarding for assigned clients with PL support where needed.
- Ensure the tech stack is configured correctly from day one.
- Review historical data continuity and ensure catch-up clarity before handoff.
Internal Rhythm
- Record all client meetings (unless client declines).
- Save meeting notes in ClickUp for team visibility.
- Daily/weekly async updates with bookkeepers/reviewers.
- Monthly reporting quality deep-dive + insights review.
- Monthly KPI review meeting with the DoA.
- Monthly KPI review with your direct reportees.
- Participate quarterly in process improvement cycles.
Path to Fractional Controller/CFOYou may begin progressing into Controller/CFO responsibilities once you demonstrate:
- Management of 40+ monthly clients and a 10+ member team
- Strong technical mastery + excellent delivery
- High retention, strong NPS, and zero compliance issues
- Ability to interpret financials and provide meaningful insights
- Participation in internal/external CFO development training
Decision RightsPM Can Decide Independently- Adjust client tech stack (A2X, Dext, Wagepoint, etc.) as long as it follows Transcounts standards.
- Customize reporting within the ≤10% internal time budget.
- Handle CRA/IRS reviews, government registrations, and standard compliance without DoA involvement.
PM Must Consult DoA- Offboarding or recommending offboarding any client.
- Reassigning workloads or requesting changes to team structure.
- Reporting customizations requiring >10% time budget.
- Any pricing changes - PM may initiate, but DoA decides.
Red Flag Escalations - Client unresponsive for 45+ days.
- Client requests Controller/CFO-level work within bookkeeping scope.
- Repeated team performance dips affecting quality.
- CRA/IRS review escalates into an audit or risks filing deadlines.
- Disrespectful/inappropriate client behaviour.
- Client rejects required tech stack changes affecting accuracy.
- Sudden revenue drop or major financial risk indicators.
