Job Description

JOB RESPONSIBILITIES
Assist and support the Tax departments in managing processes related to international tax and Transfer Pricing compliance
International Tax Compliance
•    Assist International Tax team with WHT tax position analysis
•    Collaborate with team members responsible for obtaining tax residency certificates
•    Collect data on tax residency of various lenders/borrowers, apply relevant qualification on interest payments based on double tax treaties or European legislation. 

Transfer Pricing
•    Assist client TP team to collect financial data for credit rating assessments
•    Analysis of cash flow forecasts
•    Preparation of transfer pricing checklist
•    Review and verification of financial figures in TP deliverables against financial data provided to advisors

Direct Tax Compliance
•    Assist in the filing and the updating of Direct Tax for the SPV’s: prepare Corporate tax returns and annual declarations for review whilst following processes as drafted by the VP tax
•    Ensure legal and statutory compliance through liaison with legal advisors in respect of Tax matters
•    Follow trainings in relevant Tax matters when necessary.

Other Responsibilities
•    Tax documents filing and archiving
•    Keeping trackers on the status of the documents
•    Handling incoming and outgoing mail
•    Updating the documents in the database 
•    Taking care of payments for tax documents
•    Coordinating signatures of tax documents 
•    Re-directing calls as appropriate and taking adequate messages when required 
•    Handling general administrative tasks

Education and Experience:
•    5-7 years’ experience in Transfer Pricing/International Tax/Tax Compliance
•    Proven ability to perform under pressure and to adjust plans to meet changing needs and requirements
•    Ability to summarize issues, develop recommendations and make decisions
•    Ability to multitask and prioritize diverse tasks
•    Strong attention to detail, demonstrated integrity and professionalism
•    Ability to be proactive and take initiative
•    Team player - energetic and enthusiastic
•    Strong computer and spreadsheet skills including MS Office
•    Fluency in English (verbally and written) is a compulsory requirement
•    Fluency in French is a plus
•    Bachelor/Master degree or equivalent
 

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Do

• Support process by managing transactions as per required quality standards

  • Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner
  • Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue
  • Update own availability in the RAVE system to ensure productivity of the process
  • Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions
  • Follow standard processes and procedures to resolve all client queries
  • Resolve client queries as per the SLA’s defined in the contract 
  • Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients
  • Identify and learn appropriate product details to facilitate better client interaction and troubleshooting 
  • Document and analyze call logs to spot most occurring trends to prevent future problems
  • Maintain and update self-help documents for customers to speed up resolution time
  • Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution
  • Ensure all product information and disclosures are given to clients before and after the call/email requests
  • Avoids legal challenges by complying with service agreements

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• Deliver excellent customer service through effective diagnosis and troubleshooting of client queries

  • Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions
  • Assist clients with navigating around product menus and facilitate better understanding of product features 
  • Troubleshoot all client queries in a user-friendly, courteous and professional manner
  • Maintain logs and records of all customer queries as per the standard procedures and guidelines
  • Accurately process and record all incoming call and email using the designated tracking software
  • Offer alternative solutions to clients (where appropriate) with the objective of retaining customers’ and clients’ business
  • Organize ideas and effectively communicate oral messages appropriate to listeners and situations
  • Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs

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• Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client

  • Undertake product trainings to stay current with product features, changes and updates
  • Enroll in product specific and any other trainings per client requirements/recommendations
  • Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client
  • Update job knowledge by participating in self learning opportunities and maintaining personal networks

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Deliver