Director, Tax Services

Position Summary:

The Director, Tax Services is responsible for leading end-to-end tax operations across Forward, Reverse, and Commercial Tax portfolios. This role oversees tax monitoring, disbursement, delinquency management, vendor performance, operational controls, service delivery, and process improvement to ensure taxes are handled timely, accurately, and in compliance with company, investor, client, and regulatory requirements.

The position will partner closely with internal business units, offshore/onshore teams, vendors, Compliance, Technology, Client Relations, and senior leadership to strengthen controls, improve borrower/client experience, support commercial servicing growth, and drive scalable operating practices across all tax functions.

Job Functions and Responsibilities:

• Lead daily operations for Forward, Reverse, and Commercial Tax, including tax monitoring, payment/disbursement activity, delinquency review, exception handling, escalations, and tax-related research.

• Build, lead, and manage a high-performing team of tax services professionals 

• Ensure timely and accurate payment of real estate taxes across the portfolio 

• Drive operational execution aligned with internal KPI standards for tax processes and workflows 

• Provide oversight to ensure vendors deliver timely, accurate, and professional services to internal and external stakeholders 

• Develop and implement controls to track vendor performance, report activity, and resolve deficiencies 

• Manage departmental operations in line with staffing models and financial budget targets 

• Oversee recovery of corporate advances through claims processing 

• Improve customer satisfaction by achieving Net Promoter Score (NPS) targets 

• Identify and implement opportunities to enhance and simplify the customer experience 

• Proactively prevent customer complaints and ensure timely resolution of escalations 

• Prepare and present monthly business reviews 

• Collaborate with compliance teams to support audits and regulatory requirements 

• Prepare and deliver presentations to investors, examiners, and internal/external auditors 

• Lead departmental projects and ensure delivery within defined timelines 

• Provide ongoing coaching to ensure delivery of timely, accurate, and professional services 

• Ensure team adherence to all regulations, policies, and procedural standards 

• Communicate policies, procedures, and expectations clearly while encouraging feedback and continuous improvement 

Key Result Areas: 

• Ensure timely and accurate real estate tax payments in line with regulatory and internal SLAs 

• Drive operational performance against defined KPIs and improve process efficiency 

• Manage vendor performance, ensuring service quality and issue resolution 

• Deliver budget adherence and manage recovery of corporate advances 

• Improve customer experience and achieve NPS targets; handle escalations effectively 

• Ensure compliance with regulatory requirements and support audits 

• Lead and develop a high-performing team with strong engagement and productivity 

• Drive cross-functional collaboration and deliver executive reporting (MBRs, presentations) 

• Lead process improvements and departmental projects to enhance efficiency and outcomes

Qualifications:

• Bachelor’s degree from an accredited institution

• 10+ years of experience in real estate tax and escrow functions preferred

• 10+ years of experience in people management 

• Strong understanding of change management and process improvement practices 

• Advanced analytical, problem-solving, and presentation skills 

• Proficiency in Microsoft Office tools (Word, Excel, Outlook, PowerPoint) 

• Strong written and verbal communication skills

• No documented disciplinary action in the past 12 months.
• Should have an Appraisal rating of ‘’Effective Performance” or above in the last completed performance cycle.
• Should have completed 9 months in the current role.