Deloitte
Deloitte | Delivery Manager | Customer Experience | Hyderabad | Customer Strategy & Design
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Job Highlights
Responsibilities
- Manage an active case queue with self-direction: proactive follow-ups, callbacks, and timely closure.
- Maintain an updated six-week schedule, including TurboTax (TTO) coverage during peak tax season, to support workforce planning and coverage needs.
- Engage consistently in team channels, daily huddles, and operational workflows.
Skills
- Proven ability to manage multiple tasks or cases simultaneously within a structured SLA-driven environment.
- Ability to write logical, detailed case notes outlining steps taken and errors observed.
- High-empathy de-escalation skills — ability to calm frustrated customers while simultaneously progressing toward resolution.
- Behavioral competency screen — Ability to Learn, Empathy, Initiative, Resilience.
- Prior support experience with QuickBooks Payroll, Payments, QuickBooks Money, or related financial services products.
- Exposure to ERP, CRM, or integrated SaaS ecosystems.
- Experience using case management systems (e.g., Salesforce or similar platforms) to document, track, and resolve customer issues.
- Payments and/or Payroll operations experience.
- Nice-to-haveSenior Stakeholder Management — demonstrated experience working with CFOs, Controllers, or senior finance leadershipMBA / MastersCA / CPA / ACCA.
About the company
Deloitte
Deloitte is one of the Big Four professional services networks, offering audit and assurance, tax, consulting, financial advisory and risk advisory services. The firm traces its roots to William Welch Deloitte, who opened an accounting practice in London in 1845.
In India, Deloitte works through member firms such as Deloitte Haskins & Sells LLP and Deloitte Touche Tohmatsu India LLP. Both are among the largest recruiters of chartered accountants for audit, tax, risk advisory, transactions and consulting roles.
