ADP is hiring an Interim Tax Operations Manager
The Tax Operations Manager (TOM) is responsible for the management of the Tax Operations and Agency Relations Units. Acting as a key liaison with multiple internal ADP departments and external clients, the TOMs focus is to manage all IMM Tax processes, client escalations, and enforce policy and structure while being committed to providing effortless experiences for both internal and external clients. Additionally, this role will be responsible for the proactive resolution of client issues as well as the identification of opportunities for new services and/or products within the established client base and for improvements to current processes. This role will also be responsible for the management of all projects within the Tax and Agency scope.
Duties and Responsibilities:
Tax Operations Unit
- Coordinate and monitor all daily functions for the department and establish workflow for the Tax Operations unit to maximize the team’s ability to process all client requests.
- Oversee management of tax remittances of more than 40 billion dollars annually.
- Day-to-day supervision of associates tasked with processing over 40,000 tax exception requests annually, such as Tax Adjustments, Ledger out of Balances, New Start Validation, Profile Changes & THF entries.
- Ensure accurate, compliant, and timely remittances processing and transmission to ADP’s Agency partners.
- Manage all escalations from internal and external clients regarding tax process and agency-related matters. Focus will be required on the IMM Goals of simplification, innovation, growth, and winning as one, at the associate level, to encourage associate engagement, process improvements, strengthen client satisfaction, and reduce errors.
Agency Relations Unit
- Manage ADP’s relationships with our government partners. Ensure that day-to-day operations are in line with all Agency regulations and are performed within all legislative guidelines.
- Assist in any projects where Agency involvement is required, such as onboarding of new partners, expansion of current offerings, and changes to any existing processes.
- Support other business units by providing Agency Relations training to new and tenured associates in the hopes of sharing knowledge to avoid internal ADP errors.
- Based on tracked data, ensure awareness of Penalty & Interest situations, highlight cause & effect to associates at all levels within the team to educate and encourage process improvement.
Coaching and Development Responsible for coaching of associates through Stellar skills, Individual Development Plan, Succession Planning, Talent Management, and Performance Management. Design annual departmental objectives in line with corporate goals and divisional initiatives. Identification and placement of top talent in projects and assignments suited to their skill set and pre-determined career path/goals.
Relationship Management Responsible for Relationship Management between internal and external clients, Canadian and International ADP stakeholders, and global institutions. Maintain close working relationships with Service Delivery Leadership to assist in escalation resolution and exception processing. Regularly coordinate with Financial Services, Service Delivery departments to resolve escalated client tax issues and mitigate risk to ADP and to our clients. Maintain relationships with representatives from Government Agency Partners to ensure tax remittances processes are efficient, compliant, and effective. Create and maintain open dialogue with Service Delivery, Implementation, and Sales Leadership for process and procedural updates.
Case Resolution Senior point of escalation for clients’ tax issues and to provide timely resolution by collaborating with internal and external clients, ADP stakeholders, senior management, and business partners. Ensure all case management and documentation are accurate and in accordance with preset SLAs. Create measurable metrics for Tax Operations associates for case resolution and creation. Tax Operations manages approximately 40,000 cases per year. Manage all escalated situations from all units to resolution in coordination with all ADP divisions. Responsible for reviewing and developing, and implementing policies, procedures, services, and products within the Tax Operations team.
Experience, Skills, Academic:
Education:
· Post-Secondary Education or equivalent experience
· Finance/Tax or Leadership training preferred
Knowledge, Experience, and Skills:
Required:
- Strong communication skills
- Escalation management experience
- Demonstrated ability to coordinate work initiatives
- Enthusiasm towards growth and change
- Must be detailed and solution-oriented
- P.C. Literate (MS Office – Advanced on all components)
- Strong operational knowledge of ADP products sufficient to understand a full spectrum of client issues and offer reasonable and workable solutions
- Coaching/mentoring and experience with performance management
- Strong organizational skills
- Well-developed presentation skills, with experience in providing presentations to large groups
- Proven ability to work in an environment committed to teamwork
Preferred:
- Minimum 5 Years of business experience with a background in Tax Services or the Finance industry
- Experience in quality and client-focused leadership expectations
- Knowledge of Canadian Tax legislation and employer requirements
- Bilingual in English and French is a plus
Attributes:
- Excellent communication skills
- Flexibility and adaptability
- Strong problem-solving skills and the ability to learn quickly
- Self-awareness
- Interpersonal skills
