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.

Experience Required:

• A minimum of 5 years of employment tax experience, including familiarity with Form(s) 941, 941-X, 940, Schedule R, federal wages & withholding, social security and Medicare taxes, employment tax deposit rules and payroll credits.
• At least 3-5 years of people leadership experience required.
• Experience communicating/liaison with the IRS on account reconciliations, with a focus on IRS records and filings.
• Must have excellent communication and interpersonal skills, with a track record of successful stakeholder engagement.
• Prior experience with payroll taxes and associate development.
• Must be detailed oriented, highly organized, and possess excellent time management skills.

• Bachelor’s degree in accounting, finance, or a related field; CPA or equivalent certification is highly desirable.
• 5-8 years of people leadership experience preferred. 
• Tax management experience.
• Professional Employer Organization (PEO) structure and requirements knowledge.
• State Unemployment Insurance, State Income Tax, Local and special tax familiarity.
• Knowledge of employment tax regulations, regulatory compliance, accounting principles, and financial reporting.
• Proven leadership and resource management skills, with the ability to motivate and direct a high-performing team.
• Outstanding command of Microsoft Excel, including the use of macros, pivot tables, complex functions, and data visualization tools.
• Exceptional analytical, organizational, and problem-solving abilities.

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