What are the responsibilities and job description for the Senior Manager, ETS Operations position at Equifax and Careers?
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.
What you’ll do
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 escalate 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 expectation 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
What experience you need
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
What could set you apart
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
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