Tax Manager

Position Summary:

The TotalSource Tax Service team has the 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, we manage large complex relationships with internal and external parties, including Compliance Solutions, Finance, Accounting, Payroll, Audit, Legal, State Agencies, and our external vendors.

In this role, you will lead a team to support clients’ tax needs and keep their tax accounts in compliance with Federal, State, and Local agencies. Also, you will play a critical role in collaborating with these partners and the TotalSource leadership team to drive strategic changes, implement service enhancements, reduce penalties and interests, and provide fiduciary oversight.

Essential Duties & Responsibilities:

• Lead and inspire team to deliver exceptional quality service to clients on tax account management activities.
• Partner and maintain relationships, resources and operational controls across the TotalSource Tax Operations organization to ensure the best client experience and achievement of targeted performance standards.
• Manage associates responsible for achieving internal and external service and operational metrics.
• Drive associate engagement, retention, talent/career development, performance coaching and appropriate programs to enhance the service experience and technical expertise.
• Monitor inbound calls, cases, service level agreements, ADP standard operating procedures, and client satisfaction to deliver the best client experience.
• Utilize call monitoring, dashboards, Net Promoter Score surveys, and additional channels to identify opportunities for coaching and process improvement.
• Devise 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.
• Serve as point of escalation for items requiring additional support and oversight.
• Drive continuous process development, improvements and refinement, including development of standards that drive excellence, measurable results, scale and consistency.
• Ensure staff training is completed to capitalize on standardized processes and service standards.

Experience Required:

• At least 1-3 years of people leadership experience required.
• Prior experience with associate development.
• Must have excellent communication and interpersonal skills, with a track record of successful stakeholder engagement.
• Must be detailed oriented, highly organized, and possess excellent time management skills.