The Senior Operations Executive cum PA plays a key supporting role in ensuring the efficiency, compliance, and quality of operations within the tax division. This position reports to the Group Managing Director and works closely with Tax CEO Heads and tax managers and client servicing teams to monitor internal processes, support fee collection, and contribute to continuous improvement in client and employee experience.
Key Responsibilities
1. Operational Monitoring & Reporting
- Compile and consolidate periodic reporting from tax managers on the status of clients tax portfolios and submission progress.
- Track the timeline of tax submission processes to ensure adherence to internal SOPs and regulatory deadlines.
- Highlight delays or potential compliance risks to the Group Managing Director and Tax CEO for timely intervention.
2. Billing & Fee Collection Support
- Coordinate with finance and client servicing teams to monitor outstanding tax service fees.
- Support follow-ups on delayed payments by preparing summary reports and reminders.
- Identify recurring collection issues and propose improvements to the billing and collection workflow.
3. Process & SOP Compliance
- Monitor the execution of internal SOPs, including client onboarding, tax case handling, and engagement documentation.
- Conduct regular reviews to ensure procedures are followed and timelines are met.
- Support in updating and standardizing process documentation to reflect best practices and regulatory changes.
4. Client Service & Quality Assurance
- Assist in implementing quality control measures to reduce errors or oversight in tax submissions of CP204.
- Collect feedback from internal teams on recurring issues or inefficiencies that may affect client service quality.
- Support resolution of operational or service-related complaints from clients, in collaboration with the managers.
5. Employee Engagement & Support
- Work with team leads to monitor staff workload distribution and identify areas of overloading or inefficiency.
- Assist in initiatives aimed at improving employee satisfaction and reducing turnover, such as workload balancing, process streamlining, or staff feedback mechanisms.
- Support onboarding and process familiarization for new joiners in the tax division.
6. Process Improvement & Coordination
- Proactively identify gaps in workflow or SOP that hinder performance or client service excellence.
- Participate in cross-functional meetings to propose operational improvements.
