Customer Operations Manager Jobs in New York

Will you shape the future or will the future shape you?

The opportunity

EY is a leader in serving the global financial services marketplace and the only professional services firm with a separate business unit dedicated to the financial services industry – the Financial Services Organization (FSO). Our focused model and bold ambition have put us at the center of the events that continue to reshape and redefine our industry, working side by side with a range of clients from our most venerable institutions to dynamic new entrants across Banking and Capital Markets, Wealth and Asset Management, Insurance, and Real Estate, Hospitality and Construction. Our purpose is to help build a financial services industry in which financial institutions are trusted and flourish, and the global economy is healthy, growing, and secure. If you have a passion for rallying together to solve complex challenges, then come join our dynamic FSO team!

Our Business Tax Advisory practice gives you the opportunity to focus on US Tax Information reporting & withholding. You will work in a group environment on challenging information reporting and withholding engagements across all financial services sectors. We offer the specialization in assisting clients with mission-critical operational tax issues and customer reporting issues. Specifically, our experienced practitioners work across tax and operations to deliver advice and support throughout the project lifecycle. You will work closely with colleagues to assist clients in understanding relevant tax rules and implementing changes to their operations, processes, and systems. The CTORS team works on challenging information reporting and withholding engagements in the financial services, banking, insurance, and multinational sectors. These engagements will primarily focus on non-resident alien (NRA) withholding and reporting (IRC Sections 1441 to 1446), Foreign Account Tax Compliance Act (FATCA), and domestic withholding and reporting matters. You can expect to work on engagements dealing with the Foreign Account Tax Compliance Act (FATCA), cost basis reporting, and various other global compliance and reporting initiatives.

As a Senior Manager in Customer Tax Operations and Reporting, you will play a pivotal role in ensuring regulatory compliance and delivering comprehensive tax reporting services to financial institutions. You will be responsible for gathering and verifying customer documents in line with FATCA and CRS guidelines, updating client records, and providing indirect tax reporting such as WHT, GST, and VAT. Your expertise will support local to global compliance, entity classification, registration processes, due diligence, and advisory on economic substance laws. At CTORS, you’ll leverage advanced technology to help clients meet evolving regulatory requirements. Key responsibilities include:

• Leading the delivery of complex tax reporting solutions and ensuring adherence to global and local regulatory standards.
• Managing client relationships and providing advisory support on compliance and reporting matters.
• Overseeing the implementation of technology-driven tax reporting processes.

Your key responsibilities

You will interface daily with superiors, peers, subordinates, and clients on large and small CTORS projects. This could include interpreting IRS Code and Regulations, drafting guidance, conducting data analysis, and developing requirements that help clients translate and implement these rules. You may conduct gap analyses of clients’ current policies, procedures, and systems and write business requirements. You will prepare documentation, including presentations and flow charts, and perform technical analysis and process improvement activities.

In this role, you will be at the forefront of managing and delivering complex processes, solutions, and projects, with a strong focus on quality and risk management. You will navigate operational and organizational dynamics, often being accountable for budgets, delivery, and performance objectives. Building and managing client relationships, generating revenue, and leading teams across multiple activities are central to your success. You will provide deep insight into tax operations, drive innovation, and meet performance metrics through client service, solution development, and business growth. The role requires regular travel as needed by external clients and daily interaction with client stakeholders. You will lead client engagements from planning through closure, manage engagement economics, and develop resource plans and budgets for entire engagements.

Analytical/Decision Making Responsibilities:

• Exercise judgment in selecting methods, techniques, and evaluation criteria for obtaining results.
• Develop solutions to complex problems and recommend changes to policies and procedures.
• Establish procedures that impact your immediate work area and potentially the broader business function.

Skills and attributes for success

Success in this role will be driven by your ability to manage complex projects, deliver high-quality solutions, and lead teams with broad visibility. Your analytical skills, commercial acumen, and ability to drive outcomes will set you apart.

• Ability to read and interpret IRS Code, regulations and instructions
• Securities processing and operations knowledge
• Strong writing skills for policy and procedure writing is a must
• Ability to interface with all facets of our business
• Demonstrated ability to manage and deliver complex processes, solutions, and projects while maintaining a focus on quality and risk management.
• Proven experience in building and managing client relationships, revenue generation, and commercial relationship management.
• Strong leadership skills, with the ability to provide direction and feedback to teams and drive performance objectives.
• Deep insight into tax operations, with a track record of solving complex problems and driving innovation.
• Experience in meeting performance objectives and metrics through client service, solution development, and business growth.

To qualify for the role, you must have

• Bachelor’s degree required (4-year degree) with an emphasis in Accounting, Finance or Economics; master’s degree in Tax, Accounting, Business Administration, Finance or Law preferred
• Typically, no less than 5 - 7 years relevant tax consulting or tax operational experience
• Be a licensed attorney or CPA
• Be able to manage and direct the work of others
• Have the initiative to seek out new opportunities at current clients and potential clients

Ideally, you’ll also have

• Active participation in industry groups such as SIFMA, ABA, IIB
• The ability to understand and implement tax rules
• A demonstrated interest in tax information reporting and withholding work in Chapter 3, Chapter 4 and Chapter 61 or some experience working with these matters
• Experience managing professional employees or supervising others to deliver complex technical initiatives.
• Demonstrated ability to lead workstreams, manage engagement economics, and implement resource plans and budgets.
• Strong analytical and decision-making skills, with a track record of developing solutions to complex problems.
• Experience in a client-facing, billable role with regular travel requirements.
• Experience leading engagement delivery and managing engagement economics.
• Ability to develop resource plans and budgets for large-scale projects.
• Experience collaborating with senior management and providing input on performance evaluations and hiring.
• Familiarity with global regulatory compliance and advanced tax technology solutions.

What we look for

We seek top performers who are passionate about delivering high-quality solutions, thrive in dynamic environments, and demonstrate strong leadership and analytical skills. The ideal candidate is adaptable, commercially minded, and committed to continuous learning and innovation.

Are you ready to shape your future with confidence? Apply today.