Success Story: Accounting & Tax Advisory Firm
How a growing accounting firm improved compliance, strengthened people operations, and gained reliable HR guidance with fractional HR services
Client: Accounting & Tax Advisory Firm | None
In a deadline-driven professional services environment, accuracy, responsiveness, and client trust depend on keeping team members supported, informed, and aligned behind the scenes. As this accounting and tax advisory firm grew, so did the complexity of its people’s operations, especially in areas like onboarding, performance management, and day-to-day employee support. An internal operations manager handled most HR responsibilities alongside her day-to-day workload, from recruiting and onboarding to employee questions and compliance requirements. Routine HR needs were manageable, yet the constant flow of questions and the sensitivity of certain issues presented challenges. A turning point came when a more complex workplace issue required experienced guidance. Leadership recognized they needed structured HR support and a reliable advisor who could help them handle complex situations with confidence.
Challenge
The firm needed HR expertise to address several priorities that commonly emerge in small business environments:
- Bringing clarity to compliance requirements and new state regulations
- Reducing the burden on its internal HR resource
- Updating HR processes to create clear, consistent onboarding, performance review, and documentation practices
- Avoiding the cost and commitment of a full-time HR hire
The operations manager shared that HR matters come to her regularly throughout the day, and that she typically manages the steady flow of questions and concerns on her own, which can be challenging. She needed a resource who could offer new perspectives and help her navigate unexpected situations.
Solution
Through a referral, the firm partnered with NorthstarPMO and was paired with Fractional HR Consultant Kelly Pallanti. Her calm presence, deep HR expertise, and supportive style quickly established trust with both leadership and staff.
Northstar’s fractional model brought immediate access to experienced HR guidance and operational support. Kelly provided the structure, insight, and consistency the firm needed while allowing them to scale hours to fit their size and budget.
Key elements of the partnership included:
- Complete Employee Handbook Overhaul: The firm’s handbook needed a comprehensive rebuild. Kelly collaborated closely with their team to modernize policies, address gaps, and ensure compliance.
- Strengthened HR Compliance: Kelly guided the firm through new state laws and requirements and proactively created a checklist to help the operations manager track and respond to future compliance changes.
- Improved Onboarding Processes: To create a consistent and welcoming experience, Kelly built structured onboarding tools using Teams boards and scheduled check-ins throughout an employee’s first year. She also conducted HR introduction calls, giving new hires a confidential resource.
- Enhanced Performance Review Program: Kelly helped the firm strengthen its review process by developing surveys, improving templates, and coaching leaders on how to conduct more effective performance conversations. She also guided the team through performance plans when employees needed additional support.
- Employee Surveys and Data-Driven Insights: To support decisions related to benefits and workplace improvements, Kelly worked with the operations manager on surveys that captured employee preferences and needs. This allowed the firm to invest in resources that employees truly valued.
- HR Development and Support for the Internal Point Person: Kelly provided ongoing HR coaching for the operations manager, including an HR boot camp that helped connect real scenarios with best practices. This support eased the isolation often felt by those who manage HR responsibilities alone.
Outcome
The partnership has created meaningful, lasting improvements across the firm’s HR function, including:
- A Strong, Compliant HR Foundation: The firm now operates with clear processes, updated policies, and confidence that its HR decisions align with current regulations.
- Improved Onboarding and Employee Experience: New hires receive a structured, consistent introduction to the firm. Employees benefit from more organized performance reviews and a confidential, third-party HR resource.
- Empowered Managers and HR Leadership: Managers feel better equipped to handle performance conversations, challenging discussions, and employee concerns. The operations manager also feels more supported and empowered in her HR role.
- A Human-Centered Approach That Matches the Firm’s Values: The firm strives to treat people with empathy and professionalism, and Kelly’s style reinforced that priority: “She remembers that people are human. Compliance matters, but so does how we treat each other,” their operations manager said.
- Flexible HR Support That Fits the Firm’s Size and Budget: With NorthstarPMO’s tailored and scalable level of service, the firm can adjust hours as needed and receive support in the areas that matter most, without paying for a full-time role.
A Trusted HR Partner for the Long Term
When asked what she would tell another professional services or accounting firm considering HR support, the operations manager didn’t hesitate: “One hundred percent, I would recommend them. They can help with anything. If they do not know the answer, they research it. They always help us find the right solution.”
With NorthstarPMO as their fractional HR partner, this accounting & tax advisory firm now operates with clarity, structure, and confidence. HR challenges feel manageable, leaders feel supported, and the firm has a stronger people operations foundation that can continue to evolve as it grows.
If your organization faces similar HR challenges, reach out to NorthstarPMO to explore how fractional support can strengthen your people operations.