The client is on a mission to make owning and operating a business a joy. They do so by combining their own technology with a high-performing Customer Operations team to deliver exceptional automated bookkeeping services to their clients.
Their bookkeeping services are delivered primarily through our AI platform with human in the loop review from their DST team in Islamabad. The DST is the engine room of our delivery model and the people in it are central.
The Role
The In-Country Manager is the most senior leader on the ground in Islamabad. You are accountable for the day-to-day running of the DST office and for the performance, quality, ai tooling adoption and engagement of all teams based there. You will lead approximately 50 people across five specialist functions:
- Data Pull — retrieving purchase invoices and sales data from supplier/client portals and operating the Rex Collect automation.
- Sales and Payroll Journal Posting — transforming sales and payroll data into journals on the platform.
- Processing Team — four client-facing PODs (Start-up, Hospitality, UK, and Accounting Partner) that review OCR output, categorise VAT and reconcile bank activity against documentation.
- Technical Accounting Team — supplier reconciliations, merchant account reconciliations and VAT preparation.
You will report directly to the Chief Customer Officer and partner closely with the UK and Ireland front-office teams who own client-facing accounting services. Your north star is simple: outstanding customer service, high quality, and on-time delivery — every client, every month, every team.
This role sits at the intersection of operations and technology. Bookkeeping is being reshaped by AI and automation, and we need a leader who leans into that — championing modern management tooling inside the DST and partnering with Product and Engineering to progressively raise the level of automation in how we deliver.
1. Service delivery, quality and on-time performance
- Own the on-time delivery of every DST work item.
- Drive daily operational rhythm: tracker completion, issue escalation and same-day resolution of anything flagged as incomplete, behind or unusual.
- Hold a clear view of quality across all teams — QC pass rates, error categories, rework volumes — and act decisively when quality slips.
- Ensure the four Processing PODs (Start-up, Hospitality, UK, Accounting Partner) deliver a consistent, high-quality experience to their client portfolios.
- Partner with the UK/Ireland front-office PODs so that hand-offs between DST and accounting teams are clean, timely and predictable.
2. People leadership and culture
- Lead the team leads of each function; coach, develop and hold them accountable for their own team's performance.
- Own recruitment, onboarding, retention and succession planning for the Islamabad office in partnership with People Operations.
- Embed teh client's values — customer empathy, passion, pursuit of excellence and simplicity, attention to detail, and initiative/ownership — in how the DST works every day.
- Build a culture where people are authentic, humble and decisive; where problem-solvers thrive and collaboration moves the needle.
- Run a meaningful performance and development cycle: clear expectations, honest feedback, visible career paths.
3. Continuous Improvement, Tech enablement and automation
- Drive operational standards, SOPs and training so that new joiners reach full productivity quickly and existing staff keep levelling up.
- Partner with Product and Engineering to progressively increase automation levels across DST workflows, freeing the team from repetitive work and lifting capacity without adding headcount.
- Champion an AI- and automation-first mindset: identify candidate tasks for automation, prioritise them with Product, and own the operational readiness required to roll them out successfully.
- Set the expectation — and model the behaviour — that every team lead uses modern tooling to run their function; coach those who need to level up.
4. Performance, reporting and risk
- Provide a concise, action-oriented weekly read-out to the CCO: what has been done, what has not, what is at risk, and what you are doing about it.
- Own the DST KPIs — completion, on-time delivery, quality, capacity utilisation, attrition — and surface trends, patterns and risks early.
- Ensure segregation of duties, data security and access controls are respected across the Islamabad office.
- Act as the primary point of accountability for any operational incident affecting DST-delivered services.
5. Local leadership and stakeholder management
- Act as their senior representative in Pakistan: facilities, local compliance, vendor relationships and employee experience.
- Partner with HR, Finance and IT on anything Islamabad-specific — from payroll and leave to hardware and workplace.
- Represent the voice of the DST team back to the clients's senior leadership, and represent the client' strategy and expectations clearly to the DST team.
Essential experience
- Proven track record leading multi-team operational sites of 30+ people, ideally in a delivery, shared-services, BPO or back-office environment serving external clients.
- At least 7 years managing managers/team leads, with demonstrable evidence of building high-performing teams and a strong operational culture.
- Strong operating cadence: you run the business through trackers, KPIs, standups and clear accountability — not through hero effort.
- Experience operating to tight, recurring client SLAs with a focus on quality and on-time delivery.
- Comfortable using data to diagnose issues and evidence recommendations; able to turn noisy signals into specific actions.
- Excellent written and spoken English and the ability to communicate concisely with senior leadership based overseas.
- Genuinely tech-fluent. You are comfortable using modern management tooling — dashboards, workflow platforms, AI-assisted productivity tools — and you expect to use technology to run the business, not just to report on it. Strong ops instincts alone will not be enough in this role.
- Background in bookkeeping, accounting, audit, or serving accounting/financial-services clients in a BPO or shared-services context.
- Exposure to VAT, bank reconciliation, supplier reconciliation or management accounts processes.
Preferred (not essential)
- Experience working with a technology platform (SaaS, workflow tool or proprietary delivery platform) as a core part of operations.
- Experience being the senior on-the-ground leader for a team whose clients and executives sit in another country/time zone.
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