Sr. Manager, Tax & Compliance
Numero richiesta: 248687
Categoria: Client Service
Data di pubblicazione: May 1, 2024
Categoria: Client Service
Data di pubblicazione: May 1, 2024
Sede lavoro: Alpharetta, GA, US
Position Summary:
The Tax and Compliance team at Totalsource has responsibility to manage timely, accurate and auditable tax filings in all Federal, State and Local jurisdictions as well as remain compliance to the PEO/CPEO service model. To do so, they manage large complex relationships with internal and external parties, including Compliance Solutions, Finance, Accounting, Payroll, Audit, Legal, State Agencies, and our Equifax vendors. Collaborate with these partners and other TotalSource leadership to drive strategic, design, service enhancements, reduction in Penalties and Interest, and fiduciary oversight. The team offering supports over 500,000 worksite employees, 15,000 clients, and Tax Filings exceeding $5 Billion.
Essential Duties & Responsibilities:
- Manage Daily Activities – manage associates responsible for achieving internal and external service and operational standards. Monitor cases, service level agreements (SLAs) and client satisfaction. Utilize call monitoring, tNPS, NPS and additional channels to identify opportunities for coaching and ability to perform at set standards. Serve as point of escalation for items requiring additional support and oversight.
- Process Improvement – Analyze operational workflows and processes and develop standards, policies and procedures. As applicable, partner with and maintain relationships, resources and operational controls with offshored resources to ensure world class service and achievement of targeted performance standards. Drive continuous process development, improvements and refinement, including development of standards that drive excellence, measurable results, scale and consistency. Ensures staff training is completed to capitalize on standardized processes and service standards.
- Talent Development & Engagement – Lead and inspire team (including offshored and contingent associates) to deliver exceptional quality service to clients on health and wealth activities. Drive associate engagement, retention, talent/career development, performance coaching and appropriate programs to enhance the service experience and technical expertise. Handle personnel duties for department including selection recommendations for salary increases and promotions.
- Compliance/Risk Management – Risk mitigation through development and application of effective controls, communications, reporting and checks & balances to reduce financial exposure and liability. Ensure compliance with regulatory agencies and tax filing requirements.
- Strategy and Business Advancement – Partner with business development, sales and strategy to identify service and product offering, pricing and definition. Participate in enhancement projects to improve customer service and retention.
- Vendor Relationship and Internal Partnership Management – manage operations and services. Leads relationships with vendors as appropriate (Equifax and compliance solutions). Works with vendor on identified areas of opportunity contributing to continuously improving performance excellence.
Education & Experience:
- Major Area of Concentration: Business Administration, Health & Wealth disciplines (HealthCare, Retirement/Investments, Human Resources).
- Must have excellent verbal and written communication skills.
- 5-8 years of directly related experience.
- Must have federal payroll filing and tax as well as cheque reconciliation experience.
- Prior experience with payroll taxes and associate development.
- Must be detailed oriented, highly organized, and possess excellent time management skills.
- Bachelor’s degree
- Other Education or Certification Requirements: FBC, CPP a plus.
- Tax Management
- Professional Employer Organization (PEO) knowledge
- State Unemployment Insurance, State Income Tax, Local and special tax familiarity
- Regulatory Compliance
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It’s cool to come here and not just sit here and say, ‘I’m going to answer phone calls.’ I’m actually educating the client, making it an easy and effortless experience for them. When you spend the time to educate them, they are so grateful. I’ve made a lot of personal connections.
