Senior Case Manager recruitment
Job Summary:
The Senior STBT Case Manager is a key role in the new STBT Operating Model and reports into the Head of STBT Operations and Infrastructure who sits within EY Global Services. The implementation of the STBT Operating Model is in response to an increased need for the business to be supported and navigated through STBT complexity as well as a need for formalized STBT support to provide controls and compliance measures. The infrastructure will enable the seamless execution of tax and immigration services supporting all cross-border moves for Short Term Business Travelers (STBT). Expected benefits will include more effective and efficient deployments and a reduction in immigration and margin risk.
The Senior STBT Case Manager's role will have a dual focus:
1. To understand the operating environment of their Area and implement the Global STBT Operating Model in line with it.
2. To lead the STBT Case Management team and manage complex and/or high profile cases once the model is operational.
Initially, the Senior STBT Case Manager will be responsible for project managing the implementation of the Global STBT Operating model in their Area, preparing the STBT Case Management team to provide a credible and high quality service to the Area partners from the launch date and milestone reporting on the implementation process.
Once the STBT Operating Model has been implemented, the Senior STBT Case Manager will work closely with Engagement Partners planning and managing large cross border projects to ensure that tax and immigration implications are identified and managed. The advice provided by Senior STBT Case Manager may impact the engagement resourcing structure and their advice will be instrumental to the financial success of the engagement. The Senior STBT Case Manager will also lead the STBT Case Management Team, support junior team members responsible for handling less complex matters and act as an escalation point.
Engagement Partners will initially contact the Contact Centre who will raise complex cases to the Case Managers with the most complex and challenging cases being allocated to the Senior STBT Case Manager. The Senior STBT Case Manager requires broad mobility knowledge to analyze the case and determine what actions need to be taken. The Senior STBT Case Manager may need to leverage the formal network of Specialists (tax, immigration, policy) to respond to the customer's needs and will work collaboratively with the Specialists and provide an interface between the Specialists and the customer. Having completed the analysis the Senior STBT Case Manager will provide a briefing to the customer with clear tax and immigration advice and support.
Case Managers will be Area based and sit in a central location in each Area and will be allocated to a portfolio of cases based on the home location of the Engagement Partner to enable an effective relationship as a trusted advisor to be built. Whilst the Senior STBT Case Manager might not have in-depth knowledge of the host location's tax and immigration requirements, they will use their knowledge and experience to use a consultative approach to ask the customer the correct questions and identify the appropriate Specialists to reach out to. Contractual arrangements and Service Level Agreements will be in place between the Case Managers and Specialists to ensure that the Case Managers receive a timely response and is able to meet customer expectations.
The Senior STBT Case Manager will also have responsibility for regular reporting on SLAs and ensuring that the Global STBT Operating Model is updated to accommodate immigration and/or tax legislative/policy changes impacting their Area.
Essential Functions of the Job:
- Implement STBT Operating Model for Area
- Lead the STBT Case Management Team
- Key point of contact for Engagement Partners with complex cross border engagements
- Review and assess case information to determine action required
- Project manage and document all activity with support from Junior STBT Case Manager and the Contact Centre keeping customer and stakeholders regularly informed
- Reach out to colleagues across organization (e.g., global network of tax, policy and immigration specialists) for input and advice as required and become key point of contact until outstanding queries are resolved
- Provide clear brief to customer addressing their tax and immigration requirements and required actions
- Provide guidance to Finance and Payroll departments to ensure implementation of tax and finance support requirements
- Develop a knowledge repository to continuously improve customer support and service
- SLA reporting
- Ensure legislative changes are covered in the STBT Operating Model
Analytical/Decision Making Responsibilities:
- Leverage immigration and tax knowledge to evaluate cross border traveler and engagement requirements
- Provide holistic approach to customer's long term travel situation or engagement to identify multiple trip implications
- Probe/ask leading questions to understand the situation fully and provide the appropriate guidance
- Draw on experience when applying concepts and guideline
Skills
Knowledge and Skills Requirements:
- Self-assured individual with confidence to convey complex information in way that can be easily comprehended by customer (e.g., risks, costs, engagement economics)
- Able to develop strong relationships with customers across all levels of organization, all areas of business and supporting functions
- Able to work in challenging and pressurized environment
- Proactively identify required activity and effective self-management
- Able conduct multi-zone meetings outside of local business hours
- Diplomatic, confidential, tactful and professional manner at all times
- Excellent customer service skills
- Fluency in written and spoken English
- Strong attention to detail
- Ability to work against tight deadlines
- Senior STBT Case Managers must have a good understanding of immigration and tax issues (Payroll, Income Tax, Social Security etc) derived from having worked in a Mobility, Expatriate tax or Immigration role. Their knowledge can be specific to a country or range of countries or they may have advanced knowledge of either immigration or tax
- Effective verbal and written communication skills with an emphasis on professionalism, confidentiality, tact and diplomacy
- Proficient with Firm standard technology including Windows, Excel, Word, Lotus Notes, Intranet and Case Management tools
Supervision Responsibilities:
- Management and development of Junior STBT Case Managers
Other Requirements:
- Flexible to attend multi-zone meetings outside of local business hours
Job Requirements:
Education:
- University Degree or equivalent training and work experience
Experience:
- Extensive mobility experience
- Experience of managing teams
- Experience of working in a large/complex/global organisation
- Experience of managing senior stakeholders
Who we are:
Ernst Young is in the business of delivering seamless, consistent, high-quality professional services worldwide. We have 141,000 individuals across 140 countries, with an array of talents, who deliver these services daily.
United by the belief that every person, organisation and community needs help to achieve their potential, we strive to use our talents to make a real difference to each other, to our clients and to the communities in which we work and live, whilst enjoying the flexibility to devote time to what matters to you, in your business and personal lives.
Whether your career lies in assurance, tax, transaction, advisory or support services, you will be joining an organisation where you count as an individual and everything you need for professional and personal success is already in place