[Hiring] Client Onboarding and Operations Specialist @Penbrothers

Role Description

As Operations Coordinator (Offshore), you'll own the day-to-day administration that keeps the agency running. You're the person who makes sure every new client and team member is set up correctly, every invoice is issued and paid on time, every tool is connected, and every internal process is documented and followed.

You'll work closely with the Director of Operations and report directly to them. This is an execution role — you're not setting strategy, you're making the strategy happen on the ground every single day.

What you’ll do

• Finance Operations
  • Issue client invoices on time and follow up on overdue payments
  • Run weekly contractor and supplier payment runs through Xero
  • Process staff expense reimbursements and credit card reconciliations
  • Maintain the agency's SaaS subscription register — track every tool, renewal date, owner, and cost; flag duplicate or unused licences
  • Support the Director of Operations and Bookkeeper with month-end close: ensure all bills, invoices and expenses are coded and reconciled
  • Pull recurring financial admin reports (AR ageing, payment runs, subscription spend)
• People Operations (HR Admin)
  • Prepare and issue new staff contracts, starter forms and induction packs
  • Coordinate new starter onboarding: equipment ordering, account provisioning, day-one schedule, buddy assignment
  • Manage offboarding: access removal across all systems, equipment return, final pay coordination
  • Maintain the leave calendar and approve routine leave requests
  • Enforce timesheet completion in Streamtime — chase missing entries weekly
  • Coordinate recruitment admin: post job ads, schedule interviews, manage candidate communications
  • Track birthdays, work anniversaries and team milestones
• Client & Team Onboarding
  • Run the standard new-client onboarding workflow end-to-end:
    • Set up Drive folders, Slack channel, project in Streamtime
    • Send welcome pack and kickoff scheduling
    • Coordinate platform access handover (Shopify, Meta Business Manager, Google Ads, GA4, Klaviyo, etc.)
    • Provision agency-side access for the assigned delivery team
  • Run the standard new-staff onboarding workflow end-to-end:
    • Provision accounts in Google Workspace, Slack, Streamtime, Xero (where relevant), 1Password, CRM and any platform-specific logins
    • Connect new staff into the right channels, calendars and recurring meetings
    • Walk new starters through the SOP library in week one
    • Maintain an onboarding checklist for both client and team — measure time-to-fully-onboarded as a core KPI
• Systems, Tools & Internal Admin
  • Own the SOP library: author new SOPs as processes evolve, audit existing ones quarterly, retire what's outdated
  • Connect and maintain integrations between internal tools (Xero ↔ Streamtime, Slack ↔ Google Calendar, CRM ↔ Hubspot, etc.)
  • Manage tool access and permissions — who has access to what, both internal and client-side
  • Maintain the agency CRM (data hygiene, lead stage updates, contact records) — strategy and pipeline ownership sits with the Director of Marketing; you keep the data clean and the records current
  • Coordinate marketing and events logistics: venues, RSVPs, vendor bookings, post-event admin (no strategy ownership)
  • Maintain partner directory listings (Meta Agency Directory, NORA Solutions Partner Directory, etc.)
  • Track vendor and software contract renewals; flag well ahead of expiry

Qualifications

• 3+ years in operations, admin, or office management roles (agency or professional services preferred)
• Hands-on Xero or similar accounting tool proficiency (AR, AP, reconciliation, basic reporting)
• Experience administering at least one project management tool (Streamtime, Asana, ClickUp, Monday or similar)
• Strong written English to professional standard — you'll be writing to clients and team daily
• High attention to detail, especially with numbers and access permissions
• Process-driven: you naturally document, checklist and systematise your work
• Able to work a minimum of 4 hours daily overlap with AEST business hours

Nice to have

• Background in bookkeeping, business admin or HR
• Familiarity with ecommerce platforms (Shopify, Meta Ads, Google Ads) — for navigation and access management, not strategy
• Experience working with an Australian or other Western client base

Not required

• Marketing or advertising degree
• Ecommerce strategy or consulting background
• Team leadership experience

Our Hiring Process

We utilize AI tools to enhance hiring efficiency and ensure a fair evaluation. Consequently, candidates will engage with an AI Interviewer, supervised by Human Talent Acquisition Experts who will support your entire application journey.

Our AI Expectations: While we encourage you to use AI for CV refinement and research, we require that all interviews and assessments be completed through your own authentic effort. The use of real-time AI assistance during interviews or to complete skills tests is strictly prohibited to ensure a fair and genuine evaluation of your capabilities.

Benefits

• Meaningful work & Growth: We take every opportunity to stretch ourselves and deliver an excellent client experience.
• Employee as our biggest asset: We are genuinely invested in our people’s career and welfare.
• Global reach & local impact: Get to work with high-growth startups and dynamic companies from the comfort of your own home.
• Powering global startups: We’ve created 1,400 Filipino jobs that empower global start-ups to focus on growth.