Assistant Service Delivery Manager (Indirect Taxation - VAT Recovery)

  • Competitive
  • London, England, United Kingdom
  • Permanent, Full time
  • TMF Group
  • 24 Apr 19

Assistant Service Delivery Manager (Indirect Taxation - VAT Recovery)

The primary objective of the role is 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)

- overdue debtors' days

- timeliness and accuracy of deliverables

- chargeability rates of team members

- employee engagement scores.

Key Responisibilities

Accountable for the delivery and billing of all contracted deliverables as per the respective contractual documentation and in accordance with the applicable deadlines and local legislation

Accountable for ensuring that there are no receivables that exceed 60 overdue days;

Accountable for the completion of on-boarding and registration/de-registration processes within the contracted timelines.

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)

Responsible for 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.

Develops and implements 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

Implements 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 VAT Technical Manager and Service Delivery Manager. Ensures 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

Reports on performance on a regular and structured basis.


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

Very good understanding of the principles of indirect taxation/VAT Recovery and their application worldwide

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

Experience in VAT Recovery technology software, or similar

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:

Executes business strategy in line with guidance set out by senior management, ensuring sustainable and, where appropriate, profitable results.

Would be seen within immediate team as a Technical Expert in their specialist area and is fully knowledgeable on day to day activities.

Will have basic operational risk management awareness and actively promotes a culture of risk awareness across immediate team.

Drives improvements to business area delivery by innovating new ways of working across business area delivery whilst ensuring that appropriate controls are in place.

Be able to demonstrate accountability for own responsibilities.

Will be expected to make tactical decisions, impacting the immediate team, based on factual information.

Commercial Awareness:

Is financially mindful of personal impact on a large part of the organisation.

Can articulate and demonstrate the impact (financial, etc.) of their role and activities on the immediate business area.

Will have an in depth working knowledge of TMF's customers and competitors within immediate area.

Implement alternative ways of working to identify more efficient outcomes, balancing cost and quality.

Understands and applies control and risk and governance frameworks consistently.

Will be able to use financial management techniques as part of a role.

Leadership and Resource Management:

Proactively manages team performance through robust objective setting, delivering constructive feedback and confidently managing underperformance.

Will delegate work through direct reports as appropriate and will empower people to take accountability and achieve results.

Ensures that quality development plans are in place for direct team and are managed appropriately.

Managing up and down the organisation is a regular feature of role.

Manages the allocation of resources in relation to business needs.

Daily management of team including (but not limited to) the cascade of relevant information and operationalising the strategic agenda.

Interpersonal Skills:

Has self-awareness and understands the impact they may have on others

Through sound communication skills, is able to influence 'Management' and 'Executive' level colleagues, both internally and externally.

Is able to tactfully deal with situations should they arise in the immediate team.

Engages and builds credibility with internally influential individuals.