Global Employer Services Manager - Tax & Legal Delivery Center

Key responsibilities

Create purpose and lead operational delivery

• Translate work stream and RDM priorities into clear team objectives, service expectations, and decision principles, helping people understand how their work contributes to stakeholder outcomes and Deloitte’s purpose.
• Own daily operational leadership, intake, prioritization, and workload balancing; make timely triage decisions and ensure work is resolved within the team or escalated through the agreed route.
• Establish and sustain a clear weekly operating cadence covering priorities, capacity, delivery risks, decisions, and action closure.
• Align delivery with the applicable client and member firm service model, while maintaining business continuity and a consistent stakeholder experience.

Connect, influence, and strengthen governance

• Build trusted relationships across engagement teams, member firms, global stakeholders, adjacent teams, and supporting functions; influence alignment through evidence, constructive challenge, and clear trade-offs.
• Document and embed the Delivery Center operating model for the assigned work stream, including scope boundaries, roles and RACI, governance rhythm, and cross-team interfaces.
• Define and maintain KPIs, SLAs, escalation paths, and decision logs; publish concise updates on scope, volume, performance, utilisation, risks, dependencies, and decisions.
• Facilitate weekly and monthly governance forums that assign ownership, confirm timing, resolve barriers, and close actions.

Drive agility, quality, risk management, and innovation

• Lead a structured escalation process with clear intake, ownership, due dates, communication, and resolution within agreed SLAs.
• Protect quality, ethics, data security, compliance, and stakeholder trust; escalate concerns promptly and create an environment in which people speak up and address risks early.
• Produce written root-cause analysis and prevention actions for critical issues, and track corrective actions through sustained closure.
• Run a monthly QA review that converts defect themes and trend data into practical improvements in first-time quality and on-time delivery.
• Identify, pilot, and scale efficiency levers—including templates, queue rules, workflow improvements, analytics, automation, and responsible use of technology—to simplify work and improve turnaround time, standardization, and cost-to-serve.
• Lead change with resilience and transparency, helping the team adapt priorities and ways of working when requirements or operating conditions shift.

Build diverse capability and deliver through others

• Lead with integrity and inclusion, value different perspectives and contributions, and create the clarity, trust, and motivation required for high performance.
• Set clear expectations, provide timely and candid feedback, and maintain a regular coaching cadence focused on strengths, development priorities, well-being, and accountability.
• Build role coverage and succession plans; identify single points of failure and use rotations, stretch assignments, and acting-lead opportunities to strengthen bench readiness.
• Create and execute measurable development plans for high-potential and key team members, and assess progress through demonstrated capability, stakeholder feedback, and successful delegation of leadership responsibilities.
• Mentor Project Managers, Team Leaders, and key contributors, enabling them to lead governance, manage delivery, resolve issues, and improve processes with increasing independence.
• Promote knowledge sharing and collaboration across teams, locations, and cultures to build a sustainable, diverse talent pipeline.

Deliver migrations and transitions

• For each approved service migration or transition, create and deliver an end-to-end plan covering scope, dependencies, risks, controls, training, go-live criteria, handoffs, and stabilization.
• Connect stakeholders around a shared outcome, test readiness before go-live, and act decisively on risks or gaps that could affect service continuity, quality, or stakeholder confidence.
• Capture lessons learned and translate them into reusable standards, stronger controls, and future transition capability.

Measurable role objectives

• Reduce senior leadership’s operational touchpoints through clear ownership, a predictable operating cadence, and effective escalation handling.
• Secure approval and sustained adoption of the work stream operating model, including RACI, KPIs and SLAs, escalation ladder, governance, and decision rights.
• Deliver measurable improvement in on-time delivery and/or first-time quality against the agreed baseline.
• Resolve escalations within agreed SLAs and evidence learning through documented root-cause analysis, prevention actions, and action closure.
• Demonstrate sustainable team capability and business continuity by maintaining clear coverage for critical activities and peak periods, reducing dependency on individual team members, documenting knowledge-transfer and development plans.
• Develop leadership pipeline: identify potential leaders, suggest tailored development plans and implement successful delegation of leadership responsibilities.
• Improve stakeholder confidence through timely decisions, transparent reporting, action closure, and documented feedback.
• Deliver agreed efficiency, automation, or workflow improvements with measurable impact on turnaround time, utilisation, standardization, quality, or cost-to-serve.

We give you the means and the know-how, you bring the inspiration and the enthusiasm. Join Deloitte Romania and explore where and how far you can go, through the countless learning and professional development opportunities that our company offers and the continuous support of our friendly team!

In Romania, the services are provided by Deloitte Audit SRL, Deloitte Tax SRL, Deloitte Consultanta SRL, Deloitte Accounting SRL, Deloitte Fiscal Representative SRL, Deloitte Tehnologie SRL, Deloitte Support Services SRL, Deloitte Shared Services SRL as well as Reff & Asociații SPRL, the correspondent law firm of Deloitte in Romania, (jointly referred to as “Deloitte Romania) which are affiliates of Deloitte Central Europe Holdings Limited. Deloitte Romania is one of the leading professional services organizations in the country providing services in professional areas of audit, tax, legal, management consulting, financial advisory, risk management services, outsourcing solutions and technology consulting and other related services through over 3,400 national and specialized expatriate professionals. To learn more about how Deloitte makes an impact that matters, please visit www.deloitte.ro and connect with us on Facebook, LinkedIn, YouTube and Instagram.