Cross Border Travel Case Manager- EMEIA (1451790)

At EY, you’ll have the chance to build a career as unique as you are, with the global scale, support, inclusive culture and technology to become the best version of you. And we’re counting on your unique voice and perspective to help EY become even better, too. Join us and build an exceptional experience for yourself, and a better working world for all. 

The opportunity

The Case Manager is a senior-level role in the Cross Border Travel Support (CBTS) operating model which reports into the CBTS Americas Lead Case Manager, 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 formalized 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.

Your key responsibilities

The main purpose of the Case Manager's role is as a consultant who works closely with EY clients and the CBTS Finance team across regions in planning cross border engagements, to ensure that tax and immigration implications are identified and properly managed and documented. 
 
The Case Manager requires mobility knowledge to analyse the case and identify what actions need to be taken.  The Case Manager will also need to leverage the formal network of Immigration Specialists to respond to the client's needs and will work collaboratively with the Specialists and provide an interface between the Specialists, CBTS Engagement Transactions Support team (ETS) as it relates to tax implications and the client.  Having completed the analysis, the Case Manager will provide a comprehensive blueprint to the client with clear tax and immigration advice and support. The Case Manager will also provide engagement blueprint and coordinate information needed for the cost estimates with the CBTS ETS team as they to ensure all related cross border expenses are properly planned for by the engagement teams.
 
Case Manager will provide support to clients within their designated region and will be situated in EMEIA. Cases will be allocated based on the client’s ownership of the engagement work, to enable an effective relationship as a trusted advisor.  Whilst the Case Managers might not have in-depth knowledge of the 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 CBTS Lead Case Manager 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 engagements  
• Fluent in English with the ability to converse and understand their local clients and global team members
• Native of the region, understanding local business acumen
• Prior experience with mobility within the region (i.e. supporting a mobile workforce)
• Strong experience and knowledge of local tax and immigration regulations in various countries within the region 
• Ability to manage multiple tasks and organization skills to see each to completion
• Review and assess case information to determine the necessary actions and requirements  
• Coordinate, schedule and document all cross-border activity, with support from the CBTS Global Support Centre 
• Centralized resource for keeping client and stakeholders regularly informed 
• Develop extensive cross border knowledge and project management skills

 
Analytical/Decision Making Responsibilities:
 

• 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 with specific attention to immigration impact
• Maintain and leverage a knowledge repository to continuously improve client support and services

Supervision Responsibilities:
 
Performs duties and responsibilities with limited supervision in accordance with policies and procedures 

Skills and attributes for success

• To qualify for the role you must have 
  • 10 - 15 years of relevant management work experience 
  •  At least 5 years of senior mobility, immigration and tax experience
  • Experience of working in a large/complex/global organization
  • Experience of managing senior stakeholders

• Ideally, you’ll also have
  • Strong knowledge of immigration derived from having worked in a Mobility, Immigration or Expatriate Tax 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 organization, all areas of business and supporting functions. 
  • Ability to work in challenging and pressurized environment. 
  • Excellent customer service skills. 
  • Effective verbal and written communication skills with an emphasis on professionalism, confidentiality, tact and diplomacy. 
  • Strong attention to detail. 
  • Excellent problem solving skills
  • Ability to work against tight deadlines
  • Ability to formulate and execute process improvements
  • Proficient with firm standard technology including Windows, Excel, Word,
  • PowerPoint, Intranet and Case Management tools.

What we offer

As part of this role, you'll work in a highly integrated, global team with the opportunity and tools to grow, develop and drive your career forward. Here, you can combine global opportunity with flexible working. The EY benefits package goes above and beyond too, focusing on your physical, emotional, financial and social well-being. Your recruiter can talk to you about the benefits available in your country. Here’s a snapshot of what we offer:

• Continuous learning: You’ll develop the mindset and skills to navigate whatever comes next.
• Success as defined by you: We’ll provide the tools and flexibility, so you can make a meaningful impact, your way.
• Transformative leadership: We’ll give you the insights, coaching and confidence to be the leader the world needs.
• Diverse and inclusive culture: You’ll be embraced for who you are and empowered to use your voice to help others find theirs.

The exceptional EY experience. It’s yours to build.

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