Job Description

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The Client Service Operations (\xe2\x80\x9cCSO\xe2\x80\x9d) 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 (\xe2\x80\x9cCSO AA\xe2\x80\x9d) will be responsible for the daily management and delivery of the CSO\xe2\x80\x99s Account Administration services for an assigned portfolio of accounts and engagements across the following areas:

Engagement Planning & Set-up:

• Client / Engagement acceptance
• Setup of standard internal engagement management tools

Engagement Management

• Oversee collection and tracking of client documents, as required for engagement
• Work with account teams to complete engagement close out activities

Billing and Financial Management

• Prepare invoices for engagements in portfolio
• Monitor engagement financial metrics (aged accounts receivable, aged unbilled time, payment application
• Resolve billing issues (billing errors, invoice rejections, budget discrepancies)

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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

• 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
• Serve as a main point of contact to help guide our engagement teams through any and all financial operations processes, including client invoicing, A/R & WIP management, billings/collections/reserves, expense management, budget-to-actuals
• 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
• Accountable for the overall customer experience related to in-scope services
• Manage or escalate issues as appropriate
• Participate in special projects, ad-hoc requests, and ongoing process improvement initiatives
• Maintain data repositories with accurate and complete documentation and attributes for ongoing reporting and compliance
• Help maintain the accuracy and classification of requests, inquiries and escalations
• Collect and organize supporting documentation and reports as requested
• Assist with analysis and data collection for ad-hoc requests or ongoing process improvement initiatives

Oversee third party vendor management systems as required for enagagement management and electronic billing activities

Skills:

• Ability to facilitate small group meetings and discussions
• 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.

Qualifications

• Minimum 2 years of relevant professional experience, preferably within a finance or operations function
• Experience within the financial services or consulting industries is a plus
• Bachelor\xe2\x80\x99s degree in Accounting, Business, Management or a related field
• Proficient in Microsoft Office and Productivity Applications (Excel, Word, Power Point, , Project, SharePoint and MSO365 applications)
• PowerBi experience highly desirable

Core Competencies

• Decision Making

• Identifies issues, problems and opportunities
• Gathers information
• Interprets information
• Generates alternatives
• Chooses appropriate action
• Commits to action
• Involves others

• Work standards
• Sets standards for excellence
• Ensures high quality
• Takes responsibility
• Encourages others to take responsibility
• Tenacity
• Persists in efforts
• Continuously reassesses and prioritizes
• Escalates and engages when necessary
• Quality Orientation

• Follows procedures
• Ensures high-quality output
• Takes action

About Company:

\xe2\x80\x98Grant Thornton INDUS\xe2\x80\x99 comprises GT U.S. Shared Services Center India Pvt Ltd and Grant Thornton U.S. Knowledge and Capability Center India Pvt Ltd. Grant Thornton INDUS is the shared services center supporting the operations of Grant Thornton LLP, the U.S. member firm of Grant Thornton International Ltd. Established in 2012, Grant Thornton INDUS employs professionals across a wide range of disciplines including Tax, Audit, Advisory, and other operational functions. What sets us apart isn\xe2\x80\x99t just what we do \xe2\x80\x93 it\xe2\x80\x99s how we do it. We support and enable the firm\xe2\x80\x99s purpose of making business more personal and building trust into every result. We\xe2\x80\x99re collaborators \xe2\x80\x93 obsessed with quality and ready for anything \xe2\x80\x93 who understand the value of strong relationships. Our professionals are well integrated to seamlessly support the U.S. engagement teams, help increase Grant Thornton\xe2\x80\x99s access to a wide talent pool, and improve operational efficiencies. Empowered people, bold leadership, and distinctive client service are imbibed in the culture at Grant Thornton INDUS. We are a transparent, competitive, and excellence-driven firm that offers an opportunity to be part of something significant. In addition, professionals at Grant Thornton INDUS serve communities in India through inspirational and generous services to give back to the communities they work in. Grant Thornton INDUS has its offices in two locations in India \xe2\x80\x93 Bengaluru and Kolkata

Grant Thornton