Manager, Tax Account Management

📋 Description

• • Lead, coach, and develop a team of Tax Account Managers through daily performance management, one-on-ones, performance reviews, and ongoing feedback to ensure high standards of service delivery.
• • Oversee daily tax account management operations, ensuring compliance with tax regulations, service standards, and internal processes across all customer accounts.
• • Serve as the primary escalation point for Tax Account Managers on complex customer issues, providing timely resolution and maintaining strong customer relationships through proactive communication.
• • Monitor and manage team workflow to meet or exceed service level agreements (SLAs), prioritizing activities based on urgency, risk, and customer impact.
• • Track, analyze, and report on team KPIs using disciplined accountability frameworks, driving measurable improvements in team performance and customer outcomes.
• • Prepare and present performance reports to senior leadership, utilizing data from Workday and OSV platforms to inform strategic decisions and operational adjustments.
• • Support the execution of strategic initiatives by participating in cross-functional projects and contributing insights from frontline tax operations.
• • Drive capacity scaling and business model evolution by identifying inefficiencies and implementing solutions that enhance customer experience and operational effectiveness.
• • Conduct regular customer health reviews and lessons learned sessions to improve service quality and reduce escalations over time.
• • Build team capabilities through structured training programs, knowledge sharing sessions, and mentorship to foster continuous professional growth.
• • Maintain functional expertise in HR outsourcing with emphasis on payroll, tax, and garnishments to effectively guide team decisions and customer interactions.
• • Utilize MS Office applications (Word, Excel, PowerPoint, Visio) for reporting, analysis, documentation, and presentation of operational metrics and customer insights.
• • Ensure all team activities align with OSV’s BPaaS processes and procedures to maintain consistency, compliance, and service quality across the customer base.
• • Engage with customers at a strategic level to reinforce trust, gather feedback, and align service delivery with evolving client needs and business goals.
• • Apply analytical problem-solving skills to identify root causes of operational challenges and implement sustainable solutions that improve customer satisfaction and team productivity.
• • Demonstrate diplomacy and professionalism when managing sensitive customer situations, escalations, and internal team dynamics.
• • Collaborate across departments to support integrated service delivery and ensure alignment between tax operations, customer success, and product teams.