My JC Path: From Director to Head of Client Service
Yvonne Irwin
Director, Consulting - Head of Client Service & Professional Services
08 June 2022
As a firm of accountants and business advisers, client service is one of the most important aspects of what we do. Yvonne Irwin joined Johnston Carmichael in 2019 as our Director of Client Service and Projects, and here she shares her career story and what she’s most looking forward to in her new role as Head of Client Service and Professional Services.
Tell us about your background.
Before joining JC I was a Director at Grant Thornton and worked within Key Accounts in the Financial Service Group. I originally joined Grant Thornton in May 2014 as a Senior Manager to build the FS Business Risk Services Practice in Scotland. During that time I was also on the Edinburgh Board of Women in Banking and Finance and was responsible for Corporate Members.
Prior to that I held roles as a Client Relationship Director and Business Development Director with mid-tier Consultancy firms. I ran my own Consultancy business from January 2001 – June 2009, providing services including business plans, start-up and diversification support, tender support, recruitment (including project work) and cash flow forecasting.
From 2001 – 2006 I volunteered as a Special Constable with Tayside Police, as it was known then. This was a hugely rewarding opportunity where I learned lots of transferrable skills.
What made you decide JC was the firm for you?
The opportunity to take on a Client Service role for a firm with the heritage, client base, sectors and growth potential of JC was very exciting. I am passionate about delivering value for clients and continually look for an approach which differentiates services. It is a privilege to be able to talk to so many of our clients and understand their business successes and challenges. This, coupled with leading our internal Projects, has been a great opportunity to work with our leaders to support the delivery of our strategy and drive change for the firm.
How has your JC Path developed since you joined?
Since joining I have worked closely with Sandy Manson to build my knowledge of our clients, sectors and client relationship managers. I had only been working for JC for three months when we went into the first COVID-19 lockdown and as a result my role quickly became about supporting clients through the uncertain times, understanding the Government support and our clients’ needs.
From a Project perspective we had to digitalise a number of our internal processes, roll out training and increase communication internally as change was happening at an unprecedented pace. It has been a very quick two and half years and I am delighted to have taken on the role of Head of Client Service upon Sandy’s retirement on 31 May. I have also taken up the mantle of Sector Head for Professional Services and I am really looking forward to what both of these new opportunities have to bring.
All challenges create opportunities to revitalise a business strategy or take a change in approach, be that systems, processes or people related, which will help businesses navigate uncertainty in the future and continue to drive growth. That’s why I really enjoy working for a firm which has such a breadth of services and the expertise to support our clients on that journey.
What do you enjoy most about your role?
I really enjoy the variety I have in my role. No day is the same! I am at my best when I am trouble shooting, finding solutions and working with colleagues and clients. Throughout my career I have worked with and advised clients from sole traders to FTSE 100 corporations across multiple sectors - I love to meet new people and understand more about them as an individual, what their challenges are and how we can help.
Working on the firm’s internal Projects has been a great way to learn about the whole firm. While I am now stepping away from most internal Projects to focus on my new roles as Head of Client Service and Head of Professional Services, one project which I am continuing to support is our Leadership Programme. I am passionate about leadership and how this manifests in an organisation to create an environment which is rewarding, fulfilling and supports the development of our people.
What are you seeing as the biggest challenges and opportunities for clients?
All of our clients have been impacted by COVID-19 over the past two years. Some clients have thrived, others have survived and sadly some clients have had to make the tough decision to close for good. Business strategies have been re-evaluated and clients who were, and continue to be, agile in their approach will succeed.
To succeed in times of change, businesses often need to be ambidextrous, focusing simultaneously on running day-to-day operations and changing them. The pace of change and the need to digitalise processes is a big challenge for clients as this requires additional budget and resources upfront before the business will benefit from the software solution. Employee engagement and attraction will be a challenge which is why leadership is so important. Employees should feel connected to the purpose, vision and values of their employer and understand their contribution. Skills are in high demand in the market making it very competitive to hire good talent, so it’s vital to retain high performers and be attractive to candidates in the market through the environment and benefits you have to offer.
All challenges create opportunities to revitalise a business strategy or take a change in approach, be that systems, processes or people related, which will help businesses navigate uncertainty in the future and continue to drive growth. That’s why I really enjoy working for a firm which has such a breadth of services and the expertise to support our clients on that journey.
What keeps you busy outside of work?
Family life keeps me busy outside of work – which often feels like running a project itself! My husband and I have twin daughters, soon to be 9 years old, who use us mainly as a taxi to sports clubs and parties! We also have a 11-month-old Cockapoo called Harry, who has been a bundle of energy since joining the family. I love to socialise with friends and family, and I also enjoy going to the gym, walking, cooking and trips to the spa!
