Associate

1 month ago

Bengaluru, India Grant Thornton INDUS Full time

2 - 4 Years

1 Opening

Bengaluru

**Role description**:
The Client Service Operations (“CSO”) is an internal specialty function of Grant Thornton LLP. The CSO provides support capabilities to larger strategic accounts focusing on risk mitigation, third-party vendor management, and assisting engagement teams to achieve sustainable client growth. We act as a single point of contact between account teams and internal organizations, providing expedited resolutions to complex situations. We also offer a standard portfolio of services providing operational support for clients of high risk or revenue potential.

The CSO Assignment Administrator (“CSO AA”) will be responsible for the daily management and delivery of the CSO’s Account Administration services for an assigned portfolio of accounts and engagements across the following areas:
Engagement Planning & Set-up:

- Project budget and baseline planning
- Client / Engagement acceptance
- Setup of standard internal engagement management tools

Engagement Management
- Oversee collection and tracking of client documents, as required for engagement
- Serve as facilitator of hand off of work from US based tax return signers to INDUS (Bangalore) based teammates
- Work with account teams to complete engagement close out activities

Billing and Financial Management
- Prepare invoices for engagements in portfolio
- Manage budget to actual reports for engagements
- Resolve billing issues (billing errors, invoice rejections, budget discrepancies)

Engagement Wrap-up activities
- Wrap-up/processes of engagement work
- Renewal process


This individual will work very closely with internal account team stakeholders across services and processes. As a result, they will be expected to continually identify areas of improvement that will service as input into continuous improvement programs.

The CSO AA may also be asked to provide analysis and recommendations on service targets based on ongoing performance. They will be expected to meet service targets and report on any gaps or issues in a proactive manner.

**Summary of Responsibilities**
- Manages pods by overseeing performance, delivering feedback and creating growth opportunities
- Checks in with teams several times a week, if not daily (accountable for day to day operations of their pod, and satisfaction of their customers)
- Oversees problem management for all escalations within their pod
- Responsible for communicating updates/issues with US Manager (specifically managing issues within that time-zone)
- Collaborate with other Assistant Managers across all pods, knowledge sharing, continuance improvement
- Responsible for escalating to INDUS manager and US counterparts for critical issues, themes, trends, and improvement ideas
- Monitors on-going volume and performance metrics
- Accountable for resolving any metrics that need improvement
- Work hand-in-hand in conjunction with and as a critical component of our client engagement teams, and other core finance functions (Reporting & Analytics, Planning & Investments, Centralized Billing) in the day-to-day financial management of our engagements
- Participate in initiatives and rollout of new/revised business processes and supporting tools/technology that can assist all client-facing professionals in managing their engagements with excellence
- Provide input, analysis and recommendations into service targets
- Monitor and meet established performance targets for in-scope services
- Manage or escalate issues as appropriate
- Participate in special projects, ad-hoc requests, and ongoing process improvement initiatives
- Help maintain the accuracy and classification of requests, inquiries and escalations

**Skills**:
**Skills**
- Strong problem solving and decision-making skills
- Strong organizational skills with the ability to prioritize, coordinate, and complete multiple tasks
- Detail orientation and deadline-focused
- Team orientated and strong work ethic
- A focus on strong client service and responsiveness
- Excellent written, verbal, and interpersonal communication skills
- Adherence to strict confidentiality policies
- Optimistic and team player attitude with the ability to work with those at all levels and functions (both internal across the firm and external personnel);
- Ability to manage multiple service across various clients and competing priorities in a rapidly changing, fast-paced, interactive, results-based team environment
- Must possess a strong understanding of business operations and ability to align operations with business goals
- Analytical mindset, detail orientation and deadline-focused
- Self-motivated with the ability to work autonomously at times, involving team members and escalate issues as needed.
- Optimistic and team player attitude with the ability to work with those at all levels and functions (both internal across the firm and external personnel);
- Ability to manage multiple service across various clients and competing priorities

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