Government and Public Sector - Service Delivery Center - Indirect Tax - Senior Analyst

Government and Public Sector - Service Delivery Center - Indirect Tax - Senior Analyst

At EY, we're all in to shape your future with confidence. We'll help you succeed in a globally connected powerhouse of diverse teams and take your career wherever you want it to go. Join EY and help to build a better working world.

The Service Delivery Center (SDC) is made up of high-performing, US-based resources who work closely with our experienced professionals to deliver project-based work and managed services to our federal and state clients. The SDC is a core component of the GPS practice.

This position is responsible for daily processing and operational support functions across the practice. In addition to individual production goals, this role is responsible for leading business process workstreams.

Key responsibilities include:

• Supervise and guide a team of production analysts, provide effective feedback, information, and insights to certify associates meet production goals within quality guidelines, program rules and other service level agreements
• Achieve technical proficiency in relevant program procedures and requirements to serve as the primary escalation point for analyst inquiries and exceptions
• Organize and distribute time-sensitive documentation promptly to all relevant team members
• Measure and manage team productivity based on client deadlines and program requirements
• Implement quality control procedures and performance improvement initiatives
• Provide 2nd level quality review, including analyzing the work product of analysts against expectations set forth in defined procedures or policies
• Certify analysts perform responsibilities in accordance with both existing policies and procedures and in accordance with EY best practices for client delivery
• Report daily metrics/status to management
• Participate in internal meetings and effectively communicate performance results, roadblocks, and opportunities for improvement
• Review and analyze data, identify trends and provide process recommendations
• Prepare and maintain documentation of processes and procedures

Skills and attributes for success include:

• Ability to interact with clients and offer feedback on processes, trends and best practices
• Capability to redirect attention as needed and reprioritize daily workload with direct supervision
• Ability to learn firm and client-specific technologies
• Ability to collaborate effectively with analysts, fostering a supportive team environment while providing constructive coaching and feedback to enhance individual and team performance
• Attention to detail and ability to closely follow processes and procedures
• Authentic communicator with the ability to collaborate with EY colleagues across various teams who want to develop personally and professionally in a dynamic organization
• Demonstrate an analytical mindset, actively seeking to explore complex scenarios and uncover underlying issues
• Display a high level of professionalism, maintaining a polished demeanor in an environment with client and leadership presence
• Maintain a positive attitude and foster strong relationships through all interactions

To qualify for the role, resource must have the following:

• A bachelor's degree
• United States Citizenship
• A minimum of 2-3 years of related work experience
• Strong customer service and organizational skills
• Experience with Microsoft Office Suite (MS Word, Excel, PowerPoint)
• Excellent written and verbal communication skills needed to interact with internal team members and external client personnel
• Ability to learn and use technology and follow a linear and well-defined process
• Respect for the need to maintain confidentiality and display tact when discussing possibly personal questions relating to the caller's individual circumstances
• Proficiency in the English language, including the ability to listen, understand, read and communicate effectively, both in writing and verbally, in a professional environment
• Project management, teaming, organizational, analytical thinking and problem-solving skills
• Must be able to obtain and maintain a secret clearance or higher
• Ability to work in the office 5 days a week Monday-Friday in our SDC San Antonio location
• Capacity to work some overtime

Ideally, resource(s) will also have:

• Prior experience in a service delivery center or similar environment
• Prior supervisory experience