Director of Business Improvement (Client Service) in Northampton at Haines Watts

Date Posted: 11/6/2018

Job Snapshot

Job Description

Director of Business Improvement (Client Service)

With over 60 offices around the UK, Haines Watts is a Top 15 firm of Chartered Accountants which specialises in the owner-managed business sector. Nationally, we support over 35,000 business owners around the UK giving our clients access to a huge amount of business expertise and knowledge. We work with business owners that are in the SME market, many with a family environment. Our customer value proposition is to:

"We will sit alongside you as you meet the challenges of running a business in order to help make better decisions - to increase the speed and certainty of your progress"

Haines Watts SEM (South East Midlands) includes offices in Luton, Kettering, Peterborough and Northampton. Covering a wide range of accountancy and business advisory services we provide support to owner-managed businesses in Bedfordshire, Buckinghamshire, Cambridgeshire and Northamptonshire.

We are a professional services company with all that that entails but we're not stuffy people - it is a fun, friendly place to work with the potential to progress quickly through the ranks for the right person. We are looking for the best talent available, someone who is solution-led, flexible and continually strives to be best in class.

Position: Director of Business Improvement (Client Service)

Location: Northampton

Job Type: Full Time, Permanent

About the role:

We are looking for a Director of Business Development to work with the Board to develop and manage the implementation of a strategy that secures a sustainable, profitable position in the provision of business management advice to selected SME.

In addition, the individual will lead and develop the business improvement service line with new and recurring fee income, through winning and delivering the advisory assignments in line with the annual budget and development plan. You will also play an important role in engaging service lines regarding business improvement projects and for mobilising effective resources for each project.


  • Develop income stream in services aligned with business improvement services across the Haines Watt SEM marketplace
  • Recruitment, direction, control, motivation, training and development of service line team members
  • Improve range, quality and consistency of services delivered to Clients, embracing internal & external technology solutions where possible
  • Development of the service line products & bespoke advisory solutions into existing Key Accounts in partnership with Client Service Directors
  • Development of a go to market plan in line with our proposition and our Head of Marketing to both assess and ultimately secure
  • Maintaining a Development Plan for the service line
  • Annual budgeting within context of agreed Development Plan
  • Monitoring, reporting & delivering on performance against budget
  • Winning and delivering assignments as necessary to achieve annual targets
  • Maintain quality of services delivered to Clients
  • Implementing agreed responsibilities within the Development Plan
  • Implement a repeat purchase pattern within established Clients > 50%
  • Vigorous Key Account development within the Region

  • To provide honest feedback that will encourage continual improvement
  • To work in collaboration with the team in all activity
  • To be respectful, flexible and objective at all times
  • If a mistake is made, own up and communicate the solution
  • Support and help drive all new Haines Watts initiatives that support the development of our business culture

About you:

  • History of leading/supporting strategic planning & execution
  • In-depth project management experience (PRINCE2) and proven experience of delivering major change programmes/projects into an operational environment through process, people, communications and cultural levers
  • Experienced advisory professional that is financially literate
  • Awareness and appetite for BPI technology solutions, overseeing scoping, implementation and hands on in results analysis & client communication
  • High levels of influence, consultative and negotiation skills
  • Key account and relationship management skills
  • Sector knowledge, preferred in: Construction, Manufacturing, Food & Drink, Built Environments, Creative & Property Development
  • Knowledge of the SME marketplace in the £2m - £50m space
  • Leadership and influencing skills for internal stakeholders
  • Experience in educating team internally & success in driving individual or team initiatives
  • Project management experience
  • Workshop preparation, training & facilitation experience


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