Job Description
OneSource Virtual (OSV) has helped more than 1,000 Workday customers take their teams from transactional to transformational with innovative technology and services for HR, payroll, and finance. Founded in 2008, OSV is the leading exclusive provider of Business-Process-as-a-Service (BPaaS) solutions for Workday, delivering services with unparalleled choice, unwavering commitment, and uncompromising support. OneSource Virtual’s global headquarters is located in Dallas, Texas, with additional locations across North America and Europe. Find your company’s solution at
www.onesourcevirtual.com
.
Position Summary/Objective
The Sr. Manager, Tax Account Management leads a team of skilled Tax Account Managers who lead both proactive and reactive escalatory customer engagement for Tax Customers. They will develop, and then manage to a set of metrics and key performance indicators to ensure a quality delivery to the OSV tax customer. They will ensure a proactive approach to the business through disciplined procedures and processes, metrics and trending, and reporting. They will closely interact with the Customer Team leadership and Tax Operations leadership to ensure synergy and alignment to the business.
Core Responsibilities
Talent Leadership and Management
Lead, coach, and develop a team of skilled Tax Account Managers through daily activities, performance management, and career development planning
Drive team engagement and retention through effective leadership practices and departmental deliverable execution
Implement talent development strategies including training programs, knowledge transfer, and succession planning
Foster a culture of accountability, innovation, and customer-centricity within the team
HCM Technology & Systems Management
Leverage Workday and OSV Service knowledge to optimize team performance and provide best practice recommendations to customers
Partner with IT and systems teams to enhance technology solutions that improve service delivery
Drive adoption of new technologies and tools that enhance customer experience and operational efficiency
Maintain expertise in current methodologies, technologies, services, and tools relevant to tax operations
Tax Operations and Process Management
Oversee the tax account management function to ensure effective delivery of OSV tax services
Develop and maintain disciplined procedures and processes, metrics, trending, and reporting systems
Implement process improvements that enhance service quality and operational efficiency
Ensure compliance with tax regulations and OSV service standards
Customer Relationship Management & Strategic Engagement
Enhance and maintain customer relationships through regular engagement, analytics review, ROI attainment, and strategic roadmap planning
Serve as escalatory contact for Account Managers and leadership across Customer Teams, Tax Operations, SDM, and CSM groups for highly sensitive tax issues
Partner with Customer Teams leadership and Tax Operations leadership to ensure synergy and alignment to business objectives
Support Customer Teams Health Programs, Lessons Learned sessions, and Voice of Customer initiatives
Knowledge Management & Analytics
Partner with Tax Program Management, TSS, and Knowledge Coordinators to achieve enhanced analytics, engagement documentation, and training
Develop and manage key performance indicators to ensure quality delivery to OSV tax customers
Create and maintain comprehensive reporting systems that provide insights into team performance and customer satisfaction
Drive data-driven decision making through advanced analytics and trend analysis
Competencies
Leadership & Management Experience
Proven leadership role in Tax Service Bureau environment
Demonstrated ability to manage, coach, and develop high-performing teams
Strong track record of meeting performance metrics and driving organizational change
Tax Domain & Technical Knowledge
Strong tax domain knowledge, particularly in service bureau environment
Proficiency in Workday and OSV Service platforms with ability to provide best practice recommendations
Sound knowledge of current methodologies, technologies, services, and tools
Functional knowledge of HR outsourcing with emphasis on payroll, tax, and garnishments
Communication & Customer Engagement
Exceptional oral and written communication skills for effective interaction with all stakeholders
High level of diplomacy and customer engagement capabilities
Extensive experience managing customer relationships with confidence and presence to deal with customers and executives
Analytical & Problem-Solving Skills
Highly analytical in problem solving with ability to partner across OSV to achieve customer satisfaction
Experience driving innovation, customer-centric processes, and consistent service delivery quality
Strong decision-making capabilities based on data-driven insights
Qualifications
Education/Certification Requirement
Bachelor's degree
Required
10 years of leadership experience with Tax Service Bureau
Functional knowledge of human resources outsourcing with emphasis on payroll, tax and garnishments
Proficiency in MS Office applications (Word, Excel, PowerPoint, Visio)
Preferred
Extensive experience with internal OSV BPaaS processes and procedures
Extensive Workday exposure in services bureau or customer.
Prior HR services portfolio management, Customer Engagement Management, or Account Executive role in HR Services Industry, preferred
#LI-REMOTE
You are encouraged to learn and share ideas when you join the OneSource Virtual team. We reward innovative thinking, fresh perspectives, creative collaboration, and hard work. As an organization experiencing routine strategic growth, we are always on the lookout for intelligent, talented, and forward-thinking professionals to join our team. OSV employees enjoy a values-based culture, upward mobility, and professional development with opportunities of all kinds.
www.onesourcevirtual.com
.
Position Summary/Objective
The Sr. Manager, Tax Account Management leads a team of skilled Tax Account Managers who lead both proactive and reactive escalatory customer engagement for Tax Customers. They will develop, and then manage to a set of metrics and key performance indicators to ensure a quality delivery to the OSV tax customer. They will ensure a proactive approach to the business through disciplined procedures and processes, metrics and trending, and reporting. They will closely interact with the Customer Team leadership and Tax Operations leadership to ensure synergy and alignment to the business.
Core Responsibilities
Talent Leadership and Management
Lead, coach, and develop a team of skilled Tax Account Managers through daily activities, performance management, and career development planning
Drive team engagement and retention through effective leadership practices and departmental deliverable execution
Implement talent development strategies including training programs, knowledge transfer, and succession planning
Foster a culture of accountability, innovation, and customer-centricity within the team
HCM Technology & Systems Management
Leverage Workday and OSV Service knowledge to optimize team performance and provide best practice recommendations to customers
Partner with IT and systems teams to enhance technology solutions that improve service delivery
Drive adoption of new technologies and tools that enhance customer experience and operational efficiency
Maintain expertise in current methodologies, technologies, services, and tools relevant to tax operations
Tax Operations and Process Management
Oversee the tax account management function to ensure effective delivery of OSV tax services
Develop and maintain disciplined procedures and processes, metrics, trending, and reporting systems
Implement process improvements that enhance service quality and operational efficiency
Ensure compliance with tax regulations and OSV service standards
Customer Relationship Management & Strategic Engagement
Enhance and maintain customer relationships through regular engagement, analytics review, ROI attainment, and strategic roadmap planning
Serve as escalatory contact for Account Managers and leadership across Customer Teams, Tax Operations, SDM, and CSM groups for highly sensitive tax issues
Partner with Customer Teams leadership and Tax Operations leadership to ensure synergy and alignment to business objectives
Support Customer Teams Health Programs, Lessons Learned sessions, and Voice of Customer initiatives
Knowledge Management & Analytics
Partner with Tax Program Management, TSS, and Knowledge Coordinators to achieve enhanced analytics, engagement documentation, and training
Develop and manage key performance indicators to ensure quality delivery to OSV tax customers
Create and maintain comprehensive reporting systems that provide insights into team performance and customer satisfaction
Drive data-driven decision making through advanced analytics and trend analysis
Competencies
Leadership & Management Experience
Proven leadership role in Tax Service Bureau environment
Demonstrated ability to manage, coach, and develop high-performing teams
Strong track record of meeting performance metrics and driving organizational change
Tax Domain & Technical Knowledge
Strong tax domain knowledge, particularly in service bureau environment
Proficiency in Workday and OSV Service platforms with ability to provide best practice recommendations
Sound knowledge of current methodologies, technologies, services, and tools
Functional knowledge of HR outsourcing with emphasis on payroll, tax, and garnishments
Communication & Customer Engagement
Exceptional oral and written communication skills for effective interaction with all stakeholders
High level of diplomacy and customer engagement capabilities
Extensive experience managing customer relationships with confidence and presence to deal with customers and executives
Analytical & Problem-Solving Skills
Highly analytical in problem solving with ability to partner across OSV to achieve customer satisfaction
Experience driving innovation, customer-centric processes, and consistent service delivery quality
Strong decision-making capabilities based on data-driven insights
Qualifications
Education/Certification Requirement
Bachelor's degree
Required
10 years of leadership experience with Tax Service Bureau
Functional knowledge of human resources outsourcing with emphasis on payroll, tax and garnishments
Proficiency in MS Office applications (Word, Excel, PowerPoint, Visio)
Preferred
Extensive experience with internal OSV BPaaS processes and procedures
Extensive Workday exposure in services bureau or customer.
Prior HR services portfolio management, Customer Engagement Management, or Account Executive role in HR Services Industry, preferred
#LI-REMOTE
You are encouraged to learn and share ideas when you join the OneSource Virtual team. We reward innovative thinking, fresh perspectives, creative collaboration, and hard work. As an organization experiencing routine strategic growth, we are always on the lookout for intelligent, talented, and forward-thinking professionals to join our team. OSV employees enjoy a values-based culture, upward mobility, and professional development with opportunities of all kinds.
💡 Quick Summary
Seeking a career-building opportunity? The Sr. Manager, Tax Account Management position is now open for candidates interested in the Work from home Jobs sector. This role in New York offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Work from home Jobs is a plus.
