Dayforce is a global human capital management (HCM) company headquartered in Toronto, Ontario, and Minneapolis, Minnesota, with operations across North America, Europe, Middle East, Africa (EMEA), and the Asia Pacific Japan (APJ) region.
Our award-winning Cloud HCM platform offers a unified solution database and continuous calculation engine, driving efficiency, productivity and compliance for the global workforce.
Our brand promise - Makes Work Life Better TM- Reflects our commitment to employees, customers, partners and communities globally.

Location: Work is what you do, not where you go. For this role, we are open to remote work and can hire anywhere in Philippines.

About the opportunity:
The Tax Resolution Analyst Pod Lead is a client-facing role responsible for assisting the Tax Manager in managing the cases and escalations in their team’s queue. They’ll work closely with the team in answering questions about process or triaging a case, collaborate with other teams or departments for an optimal client experience, and help monitor the team’s metrics. They don’t need to be a Subject Matter Expert (SME), but they do need to be resourceful and take ownership of an issue to ensure resolution.

What you’ll get to do:

• Understands the end-to-end process of a tax issue to a level that they can help the team troubleshoot the problem or provide guidance towards resolution.
• Helps manage the team’s cases by properly prioritizing their disbursement to the team based on the criticality of the issue and monitoring the team’s individual caseloads.
• Assists in client escalations by responding to unassigned ‘Escalated’ cases and, when needed, getting on a call with a client to understand the issue better. They will also help with escalated calls between the client and the manager.
• Will use their broad expertise of processes, jurisdictions, and skillsets to help optimize internal processes and train/mentor new hires. Capable of developing and delivering training materials or tools independently.
• Will assist in auditing cases when the Accuracy Assurance Analysts need additional help due to overflow or Time Away from Work.
• (US Only) Be available for IRS E-Services Registration to pull needed transcripts from the Transcript Delivery System (TDS) and help research IRS notices.
• Interact with any taxing agencies and authorities to obtain and analyze information necessary to complete tax filings.
• Works closely with other departments to resolve issues, remove barriers, establish service level agreements and improve processes impacting the daily operation of the CTS business.
• Able to sufficiently answer most client questions on tax issues without the need of other teams, or demonstrates resourcefulness in finding the answer.

What’s in it for you

• Encouragement to be the best version of yourself at and away from work:
• YOUnity diversity and inclusion programs
• Amazing time away from work programs
• Support for your total well-being through our Live Well, Work Well programs targeting all aspects of your life
• Recognition for your contributions through excellent pay, perks, and rewards
• Giving where you’re living: volunteer days, Dayforce sponsored events, and our very own charity, Dayforce Cares
• Opportunities to fuel your career growth through numerous internal and external programs and events

Skills and experience we value:

• Associate degree or equivalent 1 - 3 years of related tax / payroll / accounting experience; or an equivalent combination of education and experience.
• Knowledge of federal, state and local tax laws is preferred.
• Good written and verbal communication skills, as both are used extensively.
• Comfortable in a fast-paced office environment performing multiple tasks cohesively, with keen attention to detail.
• Experience in optimizing processes and procedures preferred.
• Strong organizational and follow up skills with a sense of urgency/ownership.
• Strong teamwork building skills, with the ability to work on one’s own.

What’s in it for you
Dayforce is fueled by the diversity of our talented employees. We are an equal opportunity employer and consider and embrace ALL individuals and what makes them unique. We believe our employees should be happy and healthy, with peace of mind and a sense of fulfillment.
We encourage individuals to apply based on their passions.
Dayforce encourages personal and professional growth. We offer excellent time away from work programs, comprehensive wellness initiatives and recognition through competitive pay and benefits.
With a commitment to community impact, including volunteer days and our charity, Dayforce Cares we provide opportunities for you to thrive both in your career and personal life. Our focus is not just on your job but on supporting you to be the best version of yourself.
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