BY THE NUMBERS Steve Williams, CPA/ABV Tetrick & Bartlett PLLC They may never sell a car or turn a wrench, but few positions in a dealership are as essential to daily operations as the office manager. From overseeing accounting to coordinating compliance, payroll and reporting, the role often sits at the center of the dealership’s financial health. When an office manager announces a departure (or anticipates one), dealers must act quickly and strategically. A structured approach helps prevent disruption, maintain accounting accuracy and strengthen your team for the future. Here’s a five-step guide to navigating the transition. 1 DEFINE THE ROLE Before searching for a replacement or redistributing responsibilities, clearly define the office manager role at your dealership. In many stores, the position evolves over time, and responsibilities accumulate without a formal review. Start by listing the core duties currently handled by the office manager, including overseeing the accounting department, managing the month-end close, handling payroll administration and coordinating with department managers. Next, determine which responsibilities are essential and which may have been added out of convenience. This review may reveal opportunities to redistribute tasks or improve workflows by utilizing technology or streamlining processes. Finally, document the role. A clear job description guides hiring decisions, sets expectations for internal candidates and ensures continuity during the transition. 2 ASSESS THE CURRENT STAFF With the role defined, evaluate your existing accounting office structure. Review staff skills, experience levels and workloads. Consider questions such as: ∙ Who handles critical processes like deal posting, title work, reconciliations and payroll? ∙ Are there employees with leadership potential or strong dealership accounting knowledge? ∙ Where are the current bottlenecks or risk points if the office manager leaves? This assessment will highlight both your strengths and your vulnerabilities. In some dealerships, experienced staff may already be able to assume more responsibility. In others, the office manager may be the sole repository of key knowledge. 3 DECIDE: PROMOTE INTERNALLY OR HIRE EXTERNALLY Once you understand the role and your current team’s capabilities, determine whether to promote internally or hire externally. Promoting from within can be an effective solution. Internal candidates already understand your dealership’s culture and processes, and promotion can boost morale by demonstrating opportunities for advancement. However, internal candidates may lack the leadership or communication skills required for the role, which can create challenges during the transition. Have a plan for reassigning responsibilities; shifting additional work to the rest of the department can create conflicts or even resentment. External hiring can bring fresh ideas and deeper experience, especially if the dealership is growing or restructuring its accounting processes. When hiring externally, prioritize candidates with a combination of accounting and dealership experience, though this combination can be difficult to find. Managing the Departure of an Office Manager A STEP-BY-STEP GUIDE FOR DEALERS WVADA NEWS 14
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