Deloitte Global is the engine of the Deloitte network. Our professionals reach across disciplines and borders to develop and lead global initiatives. We deliver strategic programs and services that unite our organization.
Global Intela (Tax Technology Platform) Support Leader (MD)
Tax and Legal Information Technology Posted: 18-Apr-2023
Same job available in 14 locations
Atlanta, Georgia, United States
Austin, Texas, United States
Chicago, Illinois, United States
Cincinnati, Ohio, United States
Cleveland, Ohio, United States
Columbus, Ohio, United States
Dallas, Texas, United States
Glen Mills, Pennsylvania, United States
Hermitage, Tennessee, United States
Houston, Texas, United States
Miami, Florida, United States
Nashville, Tennessee, United States
Philadelphia, Pennsylvania, United States
Tampa, Florida, United States
Work you'll do
Intela is Global Tax and Legal's integrated, innovative tech ecosystem for the tax professional, bringing together leading-edge solutions for work planning and management and data collection, manipulation and mapping. As the Global Intela Support Lead, you will be responsible for (1) providing leadership and direction to the Global Support team, (2) leading the support desk in strategy formulation and drive strategic direction, (3) monitoring Support performance and processes, and (4) maintaining internal and external relationships on behalf of the Global Support organization.
- Provide leadership and direction to the Support organization. Lead large teams across the globe in a demanding and fast-paced environment
- Drive the consistency of customer support standards around which others will operate
- Oversee the adoption of the Support organization’s vision, goals, and objectives at all levels
- Ensure that Global Support organization needs are correctly prioritized in order to ensure the proper allocation of resources
- Lead the Support organization in strategy formulation and drive strategic direction
- Implement necessary process improvements to drive best-in-class operational and organizational Support efficiency
- Enhance the client / user experience through continuous improvement of the approaches and strategies applied by the team
- Monitor Support performance and processes. Measure the effectiveness of all Support approaches and initiatives to ensure that support activities deliver measurable and significant value. Put performance measures in place for the purpose of continually monitoring the client / user experience and individual Support team member performance
- Responsible for volume, quality, timeliness, and delivery of end results of the Global Support desk
- Take a data-driven approach in driving process change within the Support organization
- Manage the Support organization’s budget and ensure proper investments are being made for resource staffing and continual improvement of processes and technology
- Create and monitor Support metrics and KPI’s to measure the health of the business and present findings to executives and key stakeholders
- Maintain internal and external relationships on behalf of the Global Support organization
- Work closely as a trusted partner for internal and external customers of the Support organization. Serve as the liaison between the Support organization and the rest of the business
- Focus on people development, evaluating performance and making decisions in conjunction with the US and Global Talent Teams regarding compensation, hiring, terminations, and other personnel actions
The team
Global Tax & Legal deploys the right team of experts to address the ever-evolving needs of our businesses around the world. Our professionals deliver superior compliance and advisory insights and guidance (local and global) to support our businesses operating in singular or multiple jurisdictions.
Qualifications
- Degree in Business Administration, Management, Information Systems, International Relations, Information Technology, or other related field
- 10+ years of experience in customer support, preferably working as a Customer Support Manager for a business within a fast-paced and competitive environment. The candidate will also have vast experience in customer service research and analytical techniques.
- Experience managing Global and / or offshore teams.
- Experience implementing process improvement changes and driving enhanced performance in a Support organization.
- Exceptional communication skills to effectively communicate with their department and consumers to convey accurate and high-quality information
- Communication skills to aid in the creation of engaging reports and presentations for senior customer support management
- Proficiency in MS word, PowerPoint, Excel to create visually and verbally engaging reports and presentations
- Ability to inspire and motivate others
- Driven, self-starter who can work and communicate at an executive level
- This candidate will have an ability to prioritize, manage multiple projects and meet deadlines, possess strong problem-solving and decision-making skills, be self-motivated working under minimal supervision, and demonstrate calmness and composure under stress and uncertainty and inspire the same in junior customer support personnel.
Our culture
At Deloitte Global people are valued and respected for who they are – with opportunities to bring their unique perspectives, talents and passions to business challenges. Our global workspace creates room for individuality and collaboration. Ours is an inclusive, supportive, connected culture with a focus on development, flexibility, and well-being. This culture makes Deloitte Global one of the most rewarding places to work, and to transform your career.
Professional development
From entry-level employees to senior leaders, we believe in investing in you, helping you identify and hone your unique strengths at every step of your career. 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.
Benefits
At Deloitte, we value our people and offer employees a broad range of benefits. Our Total Rewards program reflects our continued commitment to lead from the front in everything we do—that’s why we take pride in offering a comprehensive variety of programs and resources to support your health and well-being.
At Deloitte Global, we know we’re at our best when we look out for one another; prioritize respect, fairness, development and wellbeing; foster an inclusive culture and embrace diversity in all forms. All qualified applicants will receive consideration for employment regardless of their background, experience, identity, ability or thinking style, and if you need assistance or an accommodation during the application process for accessibility reasons this is available upon request. The preferred candidate will be subject to background screening by Deloitte or by their external third-party provider.
324999
324999
324999