Duties & Responsibilities:
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Set up a meeting with the specific client to discuss the issues in the ADP tool
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Coaching/mentoring support associates
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Attend a regular leads meeting to discuss updates/challenges
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Process the quarterly/annual income tax of a specific client directly to the IRS
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Do some escalations documentation
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Directly communicate to the client if there are some urgent matters regarding tax and ADP Tool
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Create process improvement for the team and monitoring file to address properly the attendance/performance issue.
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Monitor all service requests for each associate under my team, and make sure that all requests are updated.
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Create a daily/weekly productivity report for my team, in preparation for the team huddle update
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Do an audit/QA to our US counterpart and make sure all processes and documentation are correct and updated after closing the service request.
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Attend the monthly business review with our director and senior vice president for operations to discuss our monthly performance status (Total Closed SRs, Aging SR’s)More...