Role: Manager, Compliance Services

Department: Manager Services

Position summary

The Compliance Services Manager is responsible for leading a team of Service Representatives and Associates to deliver services by leveraging Sovos’ products and tools. The Compliance Services Manager is responsible for ensuring that all regulatory deadlines are met by the team while delivering an outstanding customer service experience to clients. This role provides day-to-day support to team members, manages team tasks, performs performance management and leads process improvement initiatives to maximize internal efficiency and improve client experience. The Compliance Services Manager may also be responsible for overseeing a specific Sovos team, product or service offering. This role requires a high amount of collaboration with the larger department team, with other teams across Sovos and may also need to manage partnerships with vendors on behalf of Sovos. 

The successful candidate will be self-motivated with strong client service, organizational, and analytical skills as well as a high level of accuracy.  The candidate will possess strong communication skills due to the level of contact with various internal and external resources. 

Note: Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

Key responsabilities:

●        Lead a team of Compliance Services Associates, Representatives and/or Senior Representatives

●        Hold team accountable for high service levels while creating a culture of collaboration and professionalism

●        Interview, hire, train, coach, appraise performance, reward and discipline employees

●        Provide strong leadership, guidance, and mentorship to the team

●        Provide input into process and technology improvement, offering suggestions to build internal efficiencies, increase scalability and reduce risk

●        Monitor client activities to ensure timely completion of compliance related tasks

●        Provide assistance to team members in resolving client issues

●        Manage client escalations

●        Create department goals and lead team to successful completion

●        Create and manage department process controls

●        Follow through on supervisory responsibilities in accordance with the organization’s policies and applicable laws

●        Perform other duties and special projects as assigned

●        Takes full responsibility for ensuring internal and external customer satisfaction

●        Assume and executes additional responsibilities as assigned

Minimum Position Qualifications

●        Bachelor's degree, ideally in business management, operations or information systems

●        Minimum of 8-10 years’ work experience

●        Moderate travel required to Sovos locations and events

●        Bachelor’s degree or equivalent work related experience

●        3+ years of client service related work experience, 2+ years of leadership experience

●        Excellent time management, decision making, and organizational skills

●        Ability to lead and empower teams to achieve individual and operational goals

●        Excellent interpersonal and professional communication skills

●        Ability to work as a member of a team and cross-functionally

●        Detail oriented and ability to work independently in a fast-paced environment

●        Strong leadership skills with organizational, process, analytical and customer service skills

●        Essential Job Functions:

o   Interact effectively with teammates, colleagues and customers

o   Comprehend and communicate complex concepts

o   Concentrate, analyze and resolve complex problems

o   Utilize technology (e.g. phone systems, computer hardware and software applications) to fulfill work requirements