Provide effective operational leadership, communication and management across AVASK's Group offices
Ensure global teams are aligned to AVASK policies, procedures, service standards and performance expectations
Develop understanding of AVASK's global tax compliance environment and how VAT, EPR, customs, accountancy, advisory and related services interact
Ensure operational processes support the end-to-end client journey across jurisdictions, marketplaces and service lines
Contribute to improvements in software systems, automation and workflow design
Monitor and analyse KPIs, service levels, quality trends and operational risks
Drive process optimisation using automation, AI tools, data analytics and standardised operating procedures
Coordinate departments and service partners to ensure efficient and consistent delivery
Manage service levels, client service standards and operational dependencies with Service Partners
Capture and log non-conformance, risk and opportunity feedback with the Quality Management Officer
Monitor industry best practice, tax authority expectations, marketplace developments and technology trends
Assist with implementing information security procedures and controls to ISO 27001 standard
Set performance expectations, conduct performance reviews and provide ongoing feedback
Encourage professional development and identify team training opportunities
Requirements
Educated to Degree Level - BSc/BA in Business Management, Operations Management, Technology Management, Information Systems or a relevant field
Strong understanding of tax compliance operations, ideally within VAT, EPR, customs, accountancy, advisory or related international compliance services
Experience supporting global e-commerce clients, online marketplace operations or multi-jurisdictional service delivery environments
Proven experience as an Operations Manager, Business Manager or similar role within a complex, multi-service, regulated or professional services environment
Strong understanding of the interdependency between operational processes, client onboarding, compliance delivery, finance, technology, service partners and customer experience
Understanding of quality management systems, continuous improvement and ISO 9001 principles
Excellent organisational, leadership and collaborative skills, with the ability to influence teams across different locations and functions
Outstanding communication and interpersonal abilities, including the confidence to engage internal and client stakeholders at all hierarchy levels
Solid understanding of internal controls, risk management, business processes and compliance-driven operating models
Excellent knowledge of MS Office, databases, workflow tools, reporting systems and business information systems
Experience implementing automation, AI-enabled tools, systems improvements and process redesign to maximise efficiency, accuracy, scalability and team performance
Ability to use data, KPIs and operational insight to identify trends, resolve root causes and drive measurable improvement
Core Competencies
Demonstrates strong operational leadership and management skills, with a focus on tax compliance operations, process optimization, and client service delivery. Proficient in utilizing data analytics and automation tools to enhance efficiency and ensure adherence to quality management standards.
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