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.
