General Manager

Anderson Global (https://www.andersonglobal-group.com) is an education-based leading provider of corporate services, supporting entrepreneurs and investors across key markets including the UAE (Dubai), India, Singapore, France, Switzerland, the USA, and the Cayman Islands. With over 600 professionals and a strong acquisition track record, we deliver expert corporate services such as bookkeeping, tax, and legal solutions tailored to global business needs for SME's. Want to be part of a fast-growing, international team that’s shaping the future of corporate services? Join us!

Purpose of the Role

The General Manager (GM) is responsible for the overall leadership, operational excellence, and team performance of Anderson Global’s India-based delivery center. This role ensures the compliant, scalable, and timely delivery of US tax, bookkeeping, and payroll services. The GM serves as the key liaison between global leadership and the India team, translating strategic goals into effective local execution.

The General Manager directly manages the Customer Fulfillment leads across Tax, Bookkeeping, Finance, and Human Resources. The functional heads of Finance and HR also maintain a dotted-line reporting relationship with the Global HR team. The team size is 50–150+ professionals (Tax, Bookkeeping, Support)

Key Responsibilities

A. Service Delivery Oversight

• Ensure timely and accurate delivery of tax returns, accounting, and bookkeeping services.
• Review and manage service-level agreements (SLAs) and client KPIs; ensure team adherence to deadlines, quality benchmarks, and escalation protocols.
• Drive standardization and process improvements through SOPs, automation tools, and QA reviews.
• Ensure team shift structures align with US time zones for real-time responsiveness.
• Design scalable team structures and workflows to accommodate peak US tax seasons (January–April and September–October).

B. People & Performance Management

• Manage team leads and supervisors across tax, accounting, and support functions.
• Monitor team productivity, conduct performance reviews, and identify upskilling needs.
• Drive recruitment, onboarding, and career development in coordination with HR.
• Foster a work culture aligned with international professionalism, accountability, and continuous learning.
• Mitigate attrition risks through engagement programs, career pathing, and team-building initiatives.
• Coach teams on US business communication standards and client interaction etiquette.

C. Client & Stakeholder Communication

• Act as the primary local liaison for executive leadership, providing weekly updates and reporting on key performance indicators (TAT, NPS, error rates, attrition).
• Manage escalations related to service delivery or staff conduct in close coordination with the Principal’s office.
• Represent India operations in global service reviews and leadership meetings.
• Consolidate and share performance reports, staffing updates, and risk assessments.

D. Process Improvement & Compliance

• Champion lean, scalable operations through process automation and continuous improvement.
• Implement internal controls to ensure compliance with US GAAP, IRS regulations, and client confidentiality standards.
• Implement process enhancements, automation, and dashboards.
• Lead standardization initiatives to ensure scalability and reduce inefficiencies.
• Oversee service integration for new clients or functions.
• Collaborate with HR and IT to ensure audit readiness and policy compliance.

E. Operational & Financial Oversight

• Manage rosters, leave planning, and peak-season workforce capacity to avoid service interruptions.
• Monitor budgets and implement cost control measures, particularly during peak hiring or tax seasons.
• Align site administration with corporate policies and support financial planning.
• Ensure audit readiness and support internal and external reviews.

Must-Have Requirements

• 10+ years in BPO, shared services, or offshore delivery leadership.
• Demonstrated ability to lead cross-functional teams of 50+ in a global model.
• Operational understanding of US tax/accounting workflows.
• Strong leadership and stakeholder management across time zones.
• Proficient in KPI reporting, escalation handling, and team performance tracking.
• Fluent in English (written and spoken).

Nice-to-Have Qualifications

• Direct experience with US-based CPA firms or clients.
• Familiarity with US GAAP, IRS workflows, and confidentiality standards.
• Exposure to lean operations.
• MBA or equivalent advanced education in Accounting, Operations, or Business Leadership.

Success Metrics

• SLA compliance (TAT, accuracy, first-pass resolution)
• Retention and team engagement levels
• Stakeholder satisfaction (client and internal feedback)
• Operational maturity and scalability
• Peak-season delivery performance