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IPT Assistant Service Delivery Manager

Apply now Job no: 513171
Work type: Full time
Location: United Kingdom
Categories: Internal Finance, Client Accounting, Client Relationship Management
Office Location: Brighton

Job Description- IPT assistant service delivery manager



Position in the OrganiSation

Job Title:

Assistant Service Delivery Manager

Job Band:



Insurance Premium Tax

Reports to:

Service Delivery Manager

Job description prepared by:

Paul Hampton

Date prepared:

September 2019


job purpose

The primary objective of the role is to support the IPT Service Delivery Manager in the delivery of contracted in-year billed revenues from a portfolio of global clients while maintaining or exceeding defined quality standards of delivery. This objective is achieved through the management of a team of Account Managers, Assistant Account Managers and Account Assistants.


The main KPIs of the role are:

-       year-on-year growth of billed revenue

-       client satisfaction (NPS and CSI scores)

-       timeliness and accuracy of deliverables

-       chargeability rates of team members

-       employee engagement scores.





Key Responsibilities - TBC

      To support the Service Delivery Manager in the delivery and billing of all contracted work as per the respective contractual documentation and in accordance with the applicable deadlines and local legislation

      Accountable for the identification and end to end realisation of opportunities for additional work within the assigned client portfolio (identification, understanding, approval, delivery and billing)

      To support the Service Delivery Manager in the client allocation and organisation of work within the team; ensures that internal controls are implemented and policies and processes are adhered to

      Acts as a first point of escalation for service delivery issues for clients and TMF Local Offices; escalates promptly unresolved issues to the Service Delivery Manager

      Supports the Service Delivery Manager in the implementation of a client contact strategy ensuring regular performance reviews with all clients within the assigned portfolio; attends client meetings as required

      Work closely with peers to identify areas for improvement in policies, processes, procedures and systems

      Supports the Service Delivery Manager in the implementation of changes to policies, processes, procedures and systems

      Provides supervision, training and guidance to team members on specific tasks; identifies the need for specific technical trainings and arranges such trainings with the IPT Portfolio Directors. Helps ensure that all team members undertake required training.

      Accountable for the professional relationships and effective liaison of all team members with clients and TMF Local Offices

      Collaborates and shares knowledge/expertise across service lines and other TMF offices on specific deals.

      Undertakes technically specialist and ad hoc project work as requested

      Keeps up to date on changes in the legislation, regulation and best practice






      Graduate in a relevant field. ACCA or CTA qualification is an advantage.

      Very good understanding of the principles of indirect taxation and their application

      Prior experience in a similar role in a global organisation including people management; proven managerial skills.

      Experience working with indirect tax databases

      Fluent in both written and spoken English

      Expertise in all MS Office packages (Word, PowerPoint, Excel, Outlook).

      Strong organisational and process management skills; attention to detail.



Operation Excellence:

      Demonstrates the ability to make decisions based on insight and knowledge that impact the immediate team.

      Accountable for ensuring high standards of delivery to clients.

      Actively engages with customer to understand needs and will place a high priority on client service and satisfaction.

      Prioritises clients’ issues and address them accordingly.

      Will keep up to date with business trends/ changes in law that will impact their role.

Commercial Awareness:

      Understands TMF Groups' business lines and any relevant local regulatory requirements.

      Has a good understanding of how TMF is structured.

      Is able to demonstrate the impact of own actions on immediate team.

Leadership and Resource Management:

      Plans, coordinates and manages internal and external resources to deliver results in a timely, accurate and professional manner.

      Will share knowledge to ensure team targets are met.

      Informally manages expectations of more senior colleagues regularly.

Interpersonal Skills:

      Manages internal and external stakeholders' expectations with regards to delivery, escalating concerns as appropriate.

      Is able to deal with conflict in a controlled manner and persuade other ‘Executive’ level staff.

      Builds credibility across all stakeholder groups.

      Able to engage with individuals all areas of an organisation on area of specialism.


Advertised: GMT Daylight Time
Applications close: GMT Standard Time

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