Position Summary USI Assistant Manager, Finance & Administration, Enabling Areas Business Services This position is to give customer support business services external investors of Deloitte Tax clients whose tax packages are prepared by Partnership Solutions Group (PSG) and National Federal Tax Services (NFTS) Tax professionals. Work you’ll do Act as a liaison with Tax professionals to deliver agreed on services. Work with Contact Center Operations Management teams, including RTM, Quality, and Workforce Management to execute and shape the strategic vision of consistently meeting service delivery levels in conjunction with our changing business model. Manages and directs the activities of the department’s customer support agents. Utilize resources effectively, in line with Contact Center plans to consistently deliver support within our guidelines of excellence and aligned with Contact Center Vision. Consistently promotes quality and customer satisfaction. Maintains and manages relationships with peers, partners, and referral teams, including customers/clients of Contact Center services. Be a trusted advisor to our business partners in Tax and IT operations. About The Team Our team specializes in tax package support to Deloitte client investors on behalf of two Deloitte Tax organization, which allows Deloitte Tax professionals to deliver billable hour client services. Our team is strictly forbidden to provide tax advice. Typical business hours are 8:00 a.m. to 5:00 p.m. Monday through Friday. Extra hours are sometimes needed during tax busy seasons to meet service level agreements. Job Responsibilities The USI Assistant Manager Business Partner will support in the following areas: Help team members with complex transactions and investment audits to resolve discrepancies Completes service delivery monitoring, coaching, and performance audits against established metrics Assist the Knowledge Manager Team with publishing new knowledge, edit existing knowledge articles as needed Aid in preparation and analysis of plan and forecast for our organization Seek opportunities for continuous improvement to add value to his/her work products Contribute value-added services beyond core responsibilities as a team-player Proactively perform additional responsibilities as needs arise Qualifications Experience Requirements Four to six years of customer support experience, preferably in a professional services firm and/or financial organization support role Prior experience with proprietary applications and contact tracking systems to complete investor updates, data extraction, reporting, and analyses Expert knowledge of Investor Data Management System (IDMS) functionality, and partnerdatalink.co. web portals Mid-level MS Excel experience for creating client reports to include visual representation and comparative analysis graphics Demonstrated accomplishments in the following areas: Reporting and Analysis Problem solving Project management – ownership of new client support implementation Education ¡ Bachelor’s degree in Business or Finance. Advanced business degree preferred. Capability And Skillset Requirements ¡ Accountability for Results : Holds self and others accountable for achieving results. Seizes opportunities to produce results without direct supervision. Takes action on items beyond formal job responsibility. Sets high expectations for self and others ¡ Decision-making: Decision-making skills, and ability to challenge, negotiate, and influence outcomes in line with upholding the Deloitte brand. Direct team under minimal guidance that affects our organization’s financial & business operations ¡ Developing thought leadership / innovative ideas: Generates innovative ideas that are sound and progressive. Challenges the status quo. Fosters creativity throughout area of responsibility Effective oral and written communication skills; excellent interpersonal skills Ability to work in a dynamic environment that requires critical thinking and strong analytical skills : Manages self and others to provide exceptional client service by responding with a sense of urgency, practicality, accountability, and integrity Works independently across multiple areas. Receives general business direction, as needed. Supplies technical guidance to others. ¡ Motivating Others: Exhibits enthusiasm, positive professional attitude, integrity, reliability, and leadership Reviews deliverables of self and other team members to ensure they meet client expectations and represent the Deloitte Tax brand to the highest degree of professionalism. Implements and enforces high standards for quality deliverables. Create and deliver new hire and remedial training when needed Additional Attributes Ability to Work Independently – Candidate needs to understand how to seek out information to reconcile excess or missing data and resolve discrepancies with investors and/or their brokers or other financial advisors who may have pertinent information. Quick Learner – Changing tax regulations often result in new or additional information contained in tax packages that result in last minute or real time system updates. Leaders must quickly grasp and communicate changes with the team to effectively incorporate edits to our knowledge base. Listening Skills – Candidate must be a good listener with the ability to block out other environmental distractions. Communications – individual should be able to communicate successfully using all media types and multi-cultural accents and languages from all over the world, with a primary focus on US based investors. Ability to Multi-task – typically there are multiple business cases being worked on at once. Some of them will start and stop as we are waiting for more information or decisions. The individual needs to be able to put one of them down if needed and work on other items, but be able to pick the business case back up once information is available Needs to be Flexible - Work comes in seasonal peaks and valleys. Technology Or Other Requirements ¡ Preferred understanding of ServiceNow, Genesys PureConnect, IDMS, MS Excel, PowerPoint, partnerdatalink.com web portals, shared mailboxes How You’ll Grow At Deloitte, our professional development plan focuses on helping people at every level of their career to recognize and use their strengths to do their best work every day. From entry-level employees to senior leaders, we believe there is always room to learn. We offer opportunities to help sharpen skills in addition to hands-on experience in the global, fast-changing business world. From on-the-job learning experiences to formal development programs at Deloitte University, our professionals have a variety of opportunities to continue to grow throughout their career. Explore Deloitte University, The Leadership Center. Benefits At Deloitte, we know that great people make a great organization. We value our people and offer employees a broad range of benefits. Learn more about what working at Deloitte can mean for you. Deloitte’s culture Our positive and supportive culture encourages our people to do their best work every day. We celebrate individuals by recognizing their uniqueness and offering them the flexibility to make daily choices that can help them to be healthy, centered, confident, and aware. We offer well-being programs and are continuously looking for new ways to enhance a culture where our people excel and lead healthy, happy lives. Learn more about Life at Deloitte. Corporate citizenship Deloitte’s purpose: to make an impact that matters. This purpose defines who we are and extends to relationships with our clients, our people and our communities. We believe that business has the power to inspire and transform. We focus on education, giving, skill-based volunteerism, and leadership to help drive positive social impact in our communities. Learn more about Deloitte’s impact on the world. Recruiter tips We want job seekers exploring opportunities at Deloitte to feel prepared and confident. To help you with your interview, we suggest that you do your research: know some background about the organization and the business area you are applying to. Check out recruiting tips from Deloitte professionals. Recruiting tips From developing a stand out resume to putting your best foot forward in the interview, we want you to feel prepared and confident as you explore opportunities at Deloitte. Check out recruiting tips from Deloitte recruiters. Benefits At Deloitte, we know that great people make a great organization. We value our people and offer employees a broad range of benefits. Learn more about what working at Deloitte can mean for you. Our people and culture Our diverse, equitable, and inclusive culture empowers our people to be who they are, contribute their unique perspectives, and make a difference individually and collectively. It enables us to leverage different ideas and perspectives, and bring more creativity and innovation to help solve our client most complex challenges. This makes Deloitte one of the most rewarding places to work. Learn more about our inclusive culture. Our purpose Deloitte’s purpose is to make an impact that matters for our clients, our people, and in our communities. We are creating trust and confidence in a more equitable society. At Deloitte, purpose is synonymous with how we work every day. It defines who we are. We are focusing our collective efforts to advance sustainability, equity, and trust that come to life through our core commitments. Learn more about Deloitte's purpose, commitments, and impact. Professional development From entry-level employees to senior leaders, we believe there’s always room to learn. We offer opportunities to build new skills, take on leadership opportunities and connect and grow through mentorship. From on-the-job learning experiences to formal development programs, our professionals have a variety of opportunities to continue to grow throughout their career. Requisition code: 161303