Waterloo Regional Municipality, ON, Canada
• Using expert knowledge and experience of products, systems, and processes • Meeting measurements on accuracy and published mailing dates • Interact with multiple internal/external customers to meet production standards • Planning, coordinating, and directing pre-peak tax preparation which would include such items as: analyzing error and control reports, creating system files and manual calculations of non-system supported tax reporting • Provide support and operational training to the tax administrator/ peak staff • Attention to detail and product knowledge to administer non-system-supported manual tax procedures and reporting/balancing • Responsible for weekly/monthly remitting and reconciliation of withholding tax. • Responsible for monthly/yearend balancing of tax withholding accts to remittances and tax slips. What: 30% Perform an analysis of the previous peak season and recommend improvements for future peak seasons How: • Further investigation to resolve complex outstanding inquiries • Working with the Tax Analyst on projects i.e., system and administration inaccuracies causing incorrect tax reporting • Tracking required measurements on accuracy, processing times and clean-up time • Investigating, troubleshooting, developing, and implementing solutions • Examining manual complex processes and system enhancements to provide more streamlined processes • Identify responsibilities that can be delegated to the Tax Administrator/Peak staff • Investigating and identifying system problems and recommending system fixes • Record procedural documentation for Tax Manual Skills: 1. General Knowledge of: – Financial services industry – The business goals of the organization – How distribution channels work – Compliance – Canada Revenue Agency tax guidelines 2. Expertise in: – Investments, Securities and/or GRS systems 3.
Skills in: – Customer service – Microsoft Office – including strong Excel Skills – Demonstrated communicating with the appropriate tone – Ability to listen, understand and identify customer needs and respond accordingly – Effectively accepting feedback and making continuous improvements – Communicating complex ideas in a manner that can be easily understood -Oral & Written – Conflict resolution – Research and investigation – Developing leadership – Participating in the team and effectively sharing information – Experience gained in a similar level Administration position or 1-2 years experience in the tax stream – Good mathematical aptitude – Good analytical aptitude 4. Ability to: – Break down complex cases and able to implement solutions – Deal with aggressive and/or rude clients on complex and escalated cases in a professional and courteous manner – Create strong morale and spirit in his/her team – Challenge people to expand their capabilities, knowledge, and skills – Effectively develop cooperative relationships across boundaries with customers and peers based on mutual respect and trust – Organize and prioritize tasks – Successfully allocate own time to meet multiple demands – Make decisions in a timely manner – See the connection between the job being performed and external customer requirements – Thrive in uncertain circumstances (avoids over-reacting in stressful situations) – To work effectively with all clients – Work independently and in a team environment without supervision – Train the Tax Administrator and peak personnel – Delegate Effort – Ensure exceptional service is given in all situations, both internally and externally while concurrently maintaining accuracy and service standards – Research, recommend and implement solutions to problems such as errors in processing or requests for exceptions for complex inquiries – Delegate appropriate problems/tasks to junior staff members – Investigate and implement solutions for issues affecting overall service levels – Build relationships with the clients – Manage changing priorities and effectively handle a diverse workload – Apply influence to implement change Responsibility – Approves or declines exception requests within acceptable Tax boundaries – Able to make recommendations regarding training and performance feedback for team members when asked – Recommend and contribute to team objectives and measurements – Ability to recognize when to escalate more difficult cases to the Tax Analyst – Provide technical and tax support to administration and the field – Is a resource for the Tax Administrator and contract staff – For the timely and accurate completion of year-end tax reporting – Process all requests over several product lines within our published turn-around time – Analyze past peak seasons and recommend and implement improvements Working Conditions Physical Effort: Sitting at desk or terminal with limited freedom to get up and move 75% of the day is spent working on a PC Physical Environment: In office, no travel Sensory Attention: 90% of the job is performing functions requiring regular attention to detail Mental Stress: Position with required, major overtime (seasonal) Vacation Freeze periods during peak season Working Better Arrangements Hybrid
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