Purpose

This new strategic role will contribute to the overall success of the Aztec Group through the leadership of our Tax Client Service team, developing our client service offerings as we continue to expand as a partner to our clients.

We build long term relationships with clients through compelling client experiences and you will support this through research and thought leadership, supporting our clients to achieve their strategic goals, providing insight on future challenges and smart solutions for our clients’ needs.

The role will lead the ongoing operations client service delivery and transformation of our tax services to clients and the team that delivers them. There will also be opportunity to lead and influence broader Group wide strategic initiatives and objectives.

Reporting to a member of the Group Executive Committee, the individual will be a senior leader within the wider Group, with responsibility for leading operations in line with existing requirements, and identifying and implementing new services and revenue streams.

Key responsibilities

• You will lead and manage a strong and growing Tax Client Services team who go above and beyond to deliver the service we’re renowned for.
• Be accountable and responsible for all elements of the P&L for the Tax Client Services team
• To develop a growth strategy and implementation plan for our Tax Client Services team
• Partner with internal and external stakeholders to identify, pursue and deliver new services and operating models
• Lead the design and implementation of technology-based solutions that drive exceptional client service, excellent user experience and deliver operational efficiencies
• Support the expansion of Aztec by building local tax teams and services in new jurisdictions
• Horizon scanning for new trends that may provide threats or opportunities
• Work closely and collaboratively with Business Development (“BD”) and Marketing teams position Aztec as an industry leader
• Implementation of projects and change across the organisation
• In line with the Aztec client experience agenda, professionalise the client experience for Tax Client Services across all jurisdictions
• Manage Tax Client Service satisfaction in collaboration with the other client service teams as required. putting in place regular client touchpoints and resolving issues or escalating as required (ensure appropriate reporting to Risk and Compliance as required)
• Identify, pursue and deliver Tax Client Service selling opportunities working with BD and other client service teams
• To manage the team in terms of appropriate resource and skill levels, and productivity measures, to ensure market competitiveness
• To ensure effective use of client relationship management systems and processes to maximise client knowledge, increase revenue opportunities, and maximise client satisfaction
• Be responsible for providing the business and Aztec’s clients with relevant global and local tax trends
• To provide timely insightful input on client tax-related issues and trends to the Group and Executive Committee
• To provide active contribution to Group wide strategic initiatives and objectives

Day to day duties

• Develop and deliver the client service strategy to existing client and into the wider marketplace
• Maximise Tax Client Service revenues
• Ensure consistent and high-quality service delivery to Tax Services clients
• Manage and maximise client satisfaction of Tax Services clients
• Effective line management, engagement and development of the Tax Client Services team

Governance

• Lead the Tax Services team across the relevant Aztec jurisdictions
• Participate in local jurisdictional leadership team meetings

KPIs

• Tax Client Services revenue
• Tax Client Services gross margin
• Productivity of the Tax Client Services team
• Cash collection/debtor days of the Tax Client Services team
• Satisfaction of Tax Client Services clients
• Engagement of Tax Client Services team staff
• Level of operational and/or compliance-related incidents

Team

• Tax Client Services team