Position Overview
The Manager of Professional Tax Services leads and develops a team of Professional PayrollTax specialists. Ensures timely & accurate tax processing for tax service clients. Ensures timely and efficient client support and issue resolution and fosters a culture of continuous improvement within the managed service team to enhance client satisfaction and retention. Responsible for ensuring training, onboarding, best practices and knowledge articles are in place. Identifies cross-selling and upselling opportunities as applicable.
Responsibilities
- Oversee the quality processing of tax file submissions by the Professional Tax Services team, ensuring compliance with all regulatory requirements.
- Ensure the successful and timely submission of filings and payments for assigned Tax Services clients to the best of your abilities.
- Work with product management to ensure the correctness and quality of all Greenshades Tax Services documentation, including user guides and web content. o Be responsible for the correctness and quality of all Greenshades Tax Services documentation, including user guides and web content.
- Stay up to date with payroll regulations and compliance requirements, ensuring that our services are in accordance with relevant laws and regulations.
- Predict problems, spot trends
- Constantly monitor for problems on the horizon.
- Work with customer service to get in front of issues that would turn into problems.
- See product problems, frequent issues, constantly monitor the ticket flow each day.
Strategic Responsibilities
- Collaborate with internal teams, including Payroll Tax Specialists, Product & Implementations to ensure seamless service delivery, troubleshoot issues, and implement process improvements.
- Oversee the utilization and optimization of payroll software, collaborating with the Development & Products teams to address any technical issues or software upgrades.
- Escalation Management. Handle complex payroll-related inquiries and escalations from clients, providing resolutions or liaising with internal teams for prompt assistance. Perform other work as requested by your supervisor.
Supervisory Responsibilities
- Lead and develop a high-performing team, providing training, coaching, guidance, and support as needed.
- Monitor key performance indicators (KPIs) related to client satisfaction, renewal rates, and on-time delivery, and take corrective actions as needed.
Qualifications
- Bachelor's degree in business administration, finance, or a related field or equivalent work experience
- Certified Payroll Professional certification strongly preferred
- Minimum of 4 years of experience in client services or account management roles, preferably within the payroll or HR services industry.
- Power BI experience preferred but not required
- Proven track record of driving client satisfaction, retention, and growth.
- Strong leadership skills with the ability to inspire and motivate a team.
- Excellent communication and interpersonal skills, with the ability to build rapport with clients and internal stakeholders.
- Detail-oriented with strong analytical and problem-solving skills.
- Knowledge of payroll processing and tax compliance regulations preferred.
- Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities
This is a remote position.
