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Manager, Service Ops

2 months ago

Clarks Summit, United States Baker Tilly US, LLP Full time

Overview:

Baker Tilly is a leading advisory, tax and assurance firm, providing clients with a genuine coast-to-coast and global advantage in major regions of the U.S. and in many of the worlds leading financial centers New York, London, San Francisco, Los Angeles, Chicago and Boston. Baker Tilly Advisory Group, LP and Baker Tilly US, LLP (Baker Tilly) provide professional services through an alternative practice structure in accordance with the AICPA Code of Professional Conduct and applicable laws, regulations and professional standards. Baker Tilly US, LLP is a licensed independent CPA firm that provides attest services to its clients. Baker Tilly Advisory Group, LP and its subsidiary entities provide tax and business advisory services to their clients. Baker Tilly Advisory Group, LP and its subsidiary entities are not licensed CPA firms.

Baker Tilly Advisory Group, LP and Baker Tilly US, LLP, trading as Baker Tilly, are independent members of Baker Tilly International, a worldwide network of independent accounting and business advisory firms in 141 territories, with 43,000 professionals and a combined worldwide revenue of $5.2 billion.

Please discuss the work location status with your Baker Tilly talent acquisition professional to understand the requirements for an opportunity you are exploring.

Baker Tilly is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status, gender identity, sexual orientation, or any other legally protected basis, in accordance with applicable federal, state or local law.

Any unsolicited resumes submitted through our website or to Baker Tilly Advisory Group, LP, employee e-mail accounts are considered property of Baker Tilly Advisory Group, LP, and are not subject to payment of agency fees. In order to be an authorized recruitment agency ("search firm") for Baker Tilly Advisory Group, LP, there must be a formal written agreement in place and the agency must be invited, by Baker Tilly's Talent Attraction team, to submit candidates for review via our applicant tracking system.

Responsibilities:

As a Customer Support Tax Manager, you will be responsible for ensuring that all Customer Support Tax Experts and Leads are prepared to fulfill the obligations of the project by using the training and reporting tools available. They will be responsible for monitoring and coaching to performance metrics and working with the Senior Management team to determine bonus potential for top performing employees and offboard underperforming employees.

  • Monitor both individual and team performance through call monitoring and available reporting tools, host team meetings and/or one-on-one coaching sessions with experts as needed to ensure minimum performance requirements are being continuously met, and work with senior leadership team when required to issue performance warnings.
  • Monitor operational platforms to ensure shift adherence so that production runs smoothly during assigned shifts.
  • Analyze daily/weekly reports (including tax accuracy, customer callbacks, compliance, performance, etc.), and ensure that required follow up actions (e.g. coaching, scheduling customer call backs, responding to report, etc.) are completed timely.
  • Provide individualized assistance and support to experts working with customers for both tax advice and tax preparation, while also documenting the quality of customer interactions.
  • Guide associates/experts and leads through the on-boarding process, by reviewing completion reports, hosting office hours/training sessions, ensuring training timelines are met, and testing experts readiness for their first call.
  • Review all Baker Tilly and Intuit communication blasts with a sense of urgency and distribute as necessary to the team. Field and respond to questions from the team to ensure comprehension and adherence.
  • Schedule outreach calls from customer callback and tax accuracy lists and provide individual tax troubleshooting support and preparation assistance through video-enabled software and chat support, carefully documenting customer interactions.
Qualifications:
  • Minimum of three (3) seasons of tax preparation experience, with a minimum of 30 tax returns prepared
  • Prior tax preparation experience in a tax practice or retail setting
  • College degree a plus, but not required
  • Knowledge of tax laws, tax concepts and familiarity with the form 1040 and all schedules
  • PTIN is required (can be obtained online) and one of the following unrestricted credentials: EA, CPA or JD
  • Willingness to utilize audio/visual tools to communicate with customers
  • Strong problem solving and research skills, and the ability to quickly use online resources to find answers
  • Well-developed technical troubleshooting skills


Additional Information:

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