TESS Lead

This position will work closely with the Processing COE National Leader to ensure the TESS in developing the strategic objectives of the center of excellence. This position is responsible for leading, directing and managing the national tax engagement support services (TESS) center of excellence (COE) processing team across all offices and regions and is responsible for the decision-making and management functions within the team to ensure that developed processes and procedures are followed, workloads/schedules are balanced, and project deadlines are met. This role will partner closely with the Line of Business (LOB) and industry leaders to ensure quality and consistent support of the TESS COE.

This role is responsible for directing and managing high-level complex projects focused on improving processes and efficiencies for the national tax center of excellence team. This role will work closely with the tax line of business operational leadership and technical subject matter experts to provide quality and consistent support throughout the practice in accordance with line of business, service line, regional, and national RSM policies.

This position is also responsible for owning complete knowledge of all aspects of the tax client deliverables and will be an advisor and idea generator overseeing the creation and evolution of tax processes, value-add ESS tax support items, and tax client deliverables in multiple formats as the COE continues to grow.

Essential Duties:

• Define strategy and vision for the Center for Document Processing in coordination with and alignment to Tax and Enterprise Support Services leadership.

• Lead policy and procedure development, compliance, risk and issue escalation guidance, quality control protocol for the COE.
• Drive the development, execution, implementation and communication of priorities across the COE in alignment with the line of business leadership based on outcomes from leadership meetings and firm initiatives.
• Partner with the Processing COE National Lead regarding annual budgeting and resource forecasting for the TESS.
• Collaborates and partners with appropriate national teams to ensure integration and alignment where appropriate
  Identify areas of innovation and automation and improvement through technology, reporting and data analysis.
• Primary point-of-contact for TESS. Builds strong relationships with Tax leadership, line of Business (LOB) COE and ESS leadership to ensure constant alignment between the needs of the business and the needs of ESS, the COE, and our clients, both internal and external

• Fully understands processes for producing client deliverables (tax returns, Workstream reports, etc.) and other tax documents using various types of software (Axcess Tax, Workstream, FileSite, Adobe Acrobat, etc.), and maintains an up-to-date understanding of all applicable services within the tax line of business
• Responsible for planning appropriate staffing levels; may assist with interviewing, selecting, orientation and onboarding, and training of COE members at certain levels
• Responsible for design and development of TESS specific orientation and onboarding materials and training on TESS systems, processes and procedures.
• Development of TESS specific annual technical training as appropriate.
• Oversee multiple projects, tasks, and maintain stakeholder relationships to assure business needs are met.

• Ensures projects are delivered on time, and various risk / issues are recognized, ensuring quality and consistent support and products
• Partners with tax line of business leaders and key stakeholders to define and manage business case, program and project scope, goals, budget, schedule, resources, and deliverables that support tax line of business goals, and taking appropriate steps to ensure project objectives are met in a timely and efficient manner
• Supports tax line of business operational leadership with national projects including best practices, process definition, and collaboration with stakeholders to assure business needs are met and projects are delivered on time
• Works closely with the Tax Quality and Risk Management team to manage project risks/issues and ensure the teams are compliant with the various documentation and signoffs required for the tax practice
• Recognizes and determines the appropriate corrective action to ensure projects are delivered on time and within budget and scope
• Maintains project documentation to identify, evaluate, plan, monitor, and follow-up on active projects
• Implements best practices and process improvements to ensure effective and consistent services
• Verifies that projects follow the current style and branding guidelines, and the format is correct, including:
  • Communicates and leads change management efforts across center of excellence
  • Gains buy-in from necessary stakeholders
  • Ensures successful outcomes for TESS team members, tax line of business, and firm overall
  • Reacts to and rethinks processes based on leadership feedback for continuous process improvement
  • Works with the key stakeholders in evaluating and implementing ways to increase efficiencies for the business 

• Serve as escalation point of contact for process and procedure requests related to service and communications with internal clients.

• Serves as point of contact for technical content requests related to tax returns, client deliverables or other tax documents, and communications with internal clients

• Create benchmarks for TESS processes and establishes service standards around production time.
• Work closely with tax leadership to establish the appropriate expectations for acceptable turnaround time on client deliverables for external client servers. 

• Provides effective leadership, serving as a career advisor to the TESS Manager Leads / other TESS team members

• Provides supervision, guidance, development, and training

• Communicates performance expectations including annual performance descriptor & provides ongoing feedback on performance, recognition, employee counseling reports and/or discipline including termination; creating career growth opportunities and employee development plans 

Qualifications:

EDUCATION

• Bachelor’s degree or equivalent experience

TECHNICAL/SOFT SKILLS (Required)

• Ability to communicate both verbally and in writing with diverse audiences
• Advanced Microsoft Office skills
• Strong grammar and proofreading knowledge and experience
• Ability to prepare charts, graphics and tables, etc.
• Ability to manage multiple tasks
• Demonstrated ability to apply technical/procedures requirements of the position based on knowledge and experience within specialization
• Strong organization, time management skills, and attention to detail
• Demonstrated ability to impact and influence a diverse population
• Ability to manage workflow and expectations with team members, as well as provide guidance/training as needed

EXPERIENCE

• 6 years’ experience in a related field or area
• 3 years’ management and / or leadership experience preferred
• Demonstrated experience managing multiple projects

LEADERSHIP SKILLS (Required)

• Ability to respond positively to changing circumstances, seek and implement change to drive business improvement and serve as a model of the change
• Demonstrated ability to attract, lead, motivate and retain a team, including providing guidance and feedback
• Demonstrated ability to meet financial objectives by forecasting requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions