Manage high performing multi-lingual team of 100-110: - Performance management: career counselling, coaching, performance development, 1:1's, mentoring- Support team to achieve results with the highest possible standard of quality and delivery- Resource management and scheduling- Allocation and distribution of tasks across languages and processes- Improve business processes within the teamRepresent the team in communications with the client:- Provide the client with SLA and metric reporting on team performance- Action plans for any areas of risk- New process incubation and induction- Provide Insight to client on business trending- Continuous improvement strategies and ideas- Risk and issue management- Escalation and support- Identify opportunity to add value to client- Responsible for maintenance and review cycle of process documentation- Create and maintain project documentation relating to technology projects- Ensure all reports are delivered accurately and timely in accordance with the statement of work

• Manage a high performing team of approx. 13-15 across a variety of languages,• Manage KPI’s, ensure deliverables are exceeded and revenue is achieved,• Identify barriers and areas of improvement to secure continues success of the service,• Develop, coach and manage team members with the support of Team Lead an Delivery Lead to ensure operational excellence,• Focus, motivate and inspire the team in a goal,• Create a leraning environment to ensure that the transfer of knowledge and insight occurs,• Act as a point of refferal for complex and escalated queries,• Overesee and manage the day-to-day operation and workflow of the team in organised and efficient manner,• Process and review accounts that have been flagged for review of potentially sensitive content to ensure there are no violations of policies,• Ensure that all Client SLA targets are met, including aspects of: Meeting Client SLA’s, Performance Management, People Management with the support of the Team Lead,• Validate, investigate and respond to inquiries of an urgent or sensitive nature within established guidelines,• Understands and perform content reviews under client supervision for International and Domestic cases following client processes and procedures,• Complies with all client published policies and procedures and any legal and regulatory requirements that the company is obliged to adhere to,• Assigned and accountable for workable solutions and processes within specific area of responsibility,• Escalates issues to Operations Manager or client Point of Contact as appropriate,• Demonstrates speed, agility, critical-thinking, and problem-solving skills in their work and an ability to ramp up quickly,• Addresses most non-routine issues,• Ensures all work is performed in accordance with SLAs and metrics,• Responsible for activities assigned by the Operations Manager.

• Control of the movement of goods between EU Member States (VAT Information Exchange System programme - VIES),• Monitor procedure of VAT refund,• Monitor taxpayers accounts,• Prevent cross-border tax fraud and evasion relating to VAT,• Advise on cross-border transactions,• Enter data directly into processing software,• Make outbound phone calls to taxpayers in friendly manner, dealing with enquiries face-to-face or email,• Interpret information found in internal tax systems, in forms, and in publications to accurately respond to customer inquiries,• Make outbound calls to taxpayers to help resolve complaints in the most efficient ,• Proactive educate and recommend the taxpayers about the features and benefits of products in order to improve their satisfaction.• Conduct daily complaint handling activities including receiving, logging, documenting, investigating and closing,• Create, maintain and improve relationship with key customers,• Identify issues or inconsistencies in data and proactively question data quality,• Maintained an accurate customer database,• Manage and coach individual and team performance against expected targets,• Generate reports for internal use.

• Settling the accounts with contribution payers in relation to due contributions and benefits withdrawn by them,• Monitoring the fulfilment of obligation to pay social insurance contributions.