Senior Manager, ETS Operations

The Manager, Employer Tax Services works with team members to verify the integrity and reliability of information distributed to clients. Management works together to ensure that the services provided consistently meet or exceed client expectations, satisfaction and continued client retention. This individual will have the privilege of mentoring their team members to encourage and enable their growth within the organization.

• Oversee team workload to ensure clients receive timely and accurate information
• Train new and existing team members on all department, company and state agency procedures
• Monitor management reports to confirm department and state deadlines are met by team
• Assist team with the resolution of escalating client issues and elevate when needed
• Monitor results of client satisfaction surveys (Qualtrics) for team members
• Oversee direct report development with regular coaching/feedback sessions to verify goals are met, identify and document expectations and complete audits of team’s work
• Maintain reporting to satisfy outside auditors on tax tasks completed
• Ownership of one client account to have a solid understanding of team functions
• Compile metric information for team members and report to senior leaders

• Solid knowledge of all aspects of unemployment tax
• Excellent written, verbal communication, leadership and strong interpersonal skills
• Ability to comprehend technical information
• Strong multi-task, organization, and prioritization skills
• Desire to be innovative, flexible and creative to accomplish work
• Can make prompt, accurate decisions, interacting with all levels of management
• Some travel may be required
• Bachelor’s Degree a plus

• Previous leadership or management experience a plus
• Proficient in Microsoft Word, Excel, PowerPoint and Outlook programs, GSuite knowledge a plus
• Ability and willingness to learn internal proprietary systems