job description Case Manager, Cross Boarder Travel Support

Job Description - Case Manager, Cross Boarder Travel Support (LON005CB)

Job Description 

Job number - LON005CB GB-England-London The Case Manager is a senior-level role in the Global Mobility Services - Cross Border Travel Services operating model which reports into the Head of CBTS Operations and Infrastructure within EY Global Services.  The implementation of the CBTS Operating Model is in response to an increased need for the business to be supported and navigated through CBTS complexity, as well as a need for formalised CBTS support to provide controls and compliance measures.  The infrastructure will enable the seamless execution of tax and immigration services, supporting all cross-border moves for CBTS.  Expected benefits will include more effective and efficient deployments and a reduction in immigration and margin risk.   The main purpose of the Case Manager's role is as a consultant who works closely with clients planning cross border travel, engagements and events, to ensure that tax and immigration implications are identified and managed. The role does include a large amount of data collection and basic administration.   Clients will initially contact the Contact Centre who will raise complex cases to the Case Managers.  The Case Manager requires mobility knowledge to analyse the case and identify what actions need to be taken.  The Case Manager may need to leverage the formal network of Specialists (tax and immigration) to respond to the client's needs and will work collaboratively with the Specialists and provide an interface between the Specialists and the client.  Having completed the analysis, the Case Manager will provide a comprehensive briefing to the client with clear tax and immigration advice and support.   Case Managers will provide support to clients within their designated Area and will be situated in a central location within that Area.  Cases will be allocated based on the home location of the client, to enable an effective relationship as a trusted advisor.  Whilst the Case Managers might not have in-depth knowledge of the host location's tax and immigration requirements, they will use their knowledge and experience to facilitate a consultative approach and gather the appropriate facts and circumstances.  Based on the case details obtained, the Case Manager will identify and collaborate with the appropriate Specialists.  The Case Manager will be supported by the Head of CBTS Operations and Infrastructure, in more complex cases.  Contractual arrangements and Service Level Agreements will be in place between the CBTS team and the various Specialists, to ensure that the Case Managers receive timely responses and advice in order to meet  client expectations.   Essential Functions of the Job: Key point of contact for clients planning cross border travel, engagements and events Review and assess case information to determine the necessary actions and requirements. This will require considerable time spent on data collection and administration. Coordinate, schedule and document all activity with support from the Contact Center Centralised resource for keeping client and stakeholders regularly informed Reach out to colleagues across organization (e.g., global network of tax and immigration specialists) for input and advice as required Compile and issue case briefing to client, addressing their tax and immigration requirements and required actions Develop extensive cross border knowledge and project management skills, with view to progressing to Senior CBTS Case Manager People manager for other members of the CBTS EMEIA function (at manager and advisor level) Review client’s long term travel situation or engagement to identify multiple trip implications Use immigration and tax knowledge to identify cross border travel requirements Maintain and leverage a knowledge repository to continuously improve client support and services    Knowledge and Skills Requirements: Extensive knowledge of immigration and tax issues (Payroll, Income Tax, Social Security etc) derived from having worked in a Mobility, Expatriate Tax or Immigration role.  Proven ability to convey complex information in way that can be easily comprehended by senior- level, internal clients (e.g., risks, costs, engagement economics). Demonstrated ability to develop strong relationships with internal clients across all levels of organisation, all areas of business and supporting functions. Effective verbal and written communication skills with an emphasis on professionalism, confidentiality, tact and diplomacy. Strong attention to detail. Ability to work against tight deadlines Experience of working in a large/complex/global organisation Experience of managing senior stakeholders Flexible to attend multi-zone meetings outside of local business hours Proficient with firm standard technology including Windows, Excel, Word, Lotus Notes, Intranet and Case Management tools For more job details  visit  https://ey.taleo.net/careersection/gexp01_uk/jobdetail.ftl