Associate Program Manager

Role Overview

This role combines functional expertise in regulatory tax compliance with strong business analysis and operational leadership. The individual will act as a bridge between client stakeholders, product, and engineering teams, while also managing tax operations to ensure accurate, timely, and compliant deliverables.

The role requires hands-on involvement in requirement analysis, system validation, reporting accuracy, and operational oversight across compliance processes such as FATCA, CRS, and Chapter 3 withholding and reporting.

Key Responsibilities

1. Business Analysis and Delivery

• Requirements Gathering & Documentation
  • Conduct detailed requirement gathering sessions with client stakeholders and internal teams.
  • Undertake system and functional impact, translate business requirements and regulatory tax rules/ updates (Chapter 3, FATCA, CRS) into structured documentation (BRDs, FRDs, user stories, process flows, etc.).
  • Produce use cases, data flow diagrams, process flow diagrams and sequence diagrams.
  • Create and maintain documentation for specific client implementation/ integration, API, and product release notes.
• Developer and Tester Enablement
  • Conduct walkthroughs with developers and testers to explain requirements, and regulatory logic in precise technical terms and in simple understandable ways.
  • Actively participate in defect triage, root cause analysis, and resolution validation.
• Test Case Design & Execution
  • Create comprehensive test cases and test scripts covering functional, regression, edge-case and negative scenarios.
  • Work closely with QA teams to create/ clarify acceptance criteria.
  • Lead and manage System Integration Testing (SIT) and User Acceptance Testing (UAT) end-to-end, including defect lifecycle management and sign-off.
• Report Validation & Compliance Review
  • Validate system-generated regulatory reports i.e. general compliance/ ad-hoc report requests from clients and year-end tax filing outputs (e.g., 1042-S, 1099, 8805, 8966 FATCA, CRS).
  • Review reporting logic, data mapping, and output accuracy against applicable regulatory schemas and filing standards.
  • Validate the XML generated for FATCA and CRS for submission into the government portals and deliver to the client/ client’s auditors.
  • Lead client data migration as part of the new client onboarding process.
• Leadership and Backup Coverage
  • Act as a Project Manager / Technology Delivery Lead in the absence of the manager, ensuring continuity of delivery and decision-making
  • Coordinate with onshore/offshore teams, track progress, and manage priorities across workstreams
  • Drive status updates, stakeholder communication, and issue escalation as needed

1. Tax Operations Management

• Team Leadership and Oversight
  • Manage the day-to-day operations of the Tax Ops team, providing clear direction, prioritisation, and escalation management.
  • Assign tasks and allocate resources based on team capacity, skillsets, and urgency.
• Process Improvement and Automation
  • Assess operational workflows to identify inefficiencies and areas for process improvement or automation.
  • Partner with technology teams to scope and drive automation initiatives that reduce manual effort and improve accuracy.
  • Document updated SOPs and train team members on revised processes.
• Guidance and Support
  • Provide subject matter guidance to team members on new regulatory requirements, withholding obligations, and reporting (general or year-end) activities.
  • Act as the first point of contact for complex operational queries.
  • Train new joiners.
• General Reporting and Year-End Reporting Support
  • Oversee operational readiness for reporting cycles and contribution/ delivery to year-end regulatory reporting cycles.
  • Provide hands-on support for the preparation and review of year-end tax reports, ensuring completeness and accuracy across all reportable populations.

1. Product Subject Matter Expertise

• Deep System Knowledge
  • Develop and maintain comprehensive, end-to-end knowledge of the tax compliance platform, including functional working, data ingestion, processing logic, and output generation.
  • Serve as the internal SME and go-to authority on system capabilities, limitations, configuration options, and known behaviours.
• Report & Reporting Logic Mastery
  • Maintain thorough working knowledge of all reports (general or regulatory year-end reporting related) generated by the system- their data sources (high level), business rules, transformation logic, and output formats.
  • Identify and escalate discrepancies between expected regulatory output and actual system behaviour, partnering with development for resolution.
  • Contribute to product roadmap discussions by providing informed feedback grounded in regulatory requirements and operational experience.

Required skills and qualifications

• Proven experience as a Senior Business Analyst in a software delivery or financial services environment. Candidates with a background in finance, tax, or accounting functions within a technology delivery context.
• Total experience of 13 years, with a minimum of 7/8 years in a Business Analyst role within a finance, banking, or tax-technology environment.
• Mumbai location is preferred (primary).
• Hands-on experience in SIT/UAT testing, test case creation, and defect management.
• Experience managing teams or leading operational workflows.
• Strong analytical and problem-solving skills, particularly with data validation and reporting.
• Ability to translate complex business requirements into clear functional specifications.
• Excellent communication and stakeholder management skills.
• Advanced proficiency in Microsoft Excel, including working with large datasets, complex formulas, data validation, and reconciliation (e.g., lookups, pivot tables, conditional logic).
• Prior experience or exposure to FATCA, CRS, or Chapter 3 regulations is preferred.
• Experience with regulatory reporting (e.g., 1042-S, 1099, CRS/FATCA submissions) is an added advantage.
• Candidates without prior tax regulatory experience but with strong analytical and functional skills are encouraged to apply; structured on-the-job training will be provided to build domain expertise.
• Bachelor's degree in Finance, Accounting, Computer Science, or a related field. Relevant professional certifications (e.g., CBAP, ICA, CIPP) are advantageous. 

eClerx is a global leader in productized services, bringing together people, technology and domain expertise to amplify business results. Our mission is to set the benchmark for client service and success in our industry. Our vision is to be the innovation partner of choice for technology, data analytics and process management services. Since our inception in 2000, we've partnered with top companies across various industries, including financial services, telecommunications, retail, and high-tech. Our innovative solutions and domain expertise help businesses optimize operations, improve efficiency, and drive growth. With over 18,000 employees worldwide, eClerx is dedicated to delivering excellence through smart automation and data-driven insights. At eClerx, we believe in nurturing talent and providing hands-on experience.

eClerx is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status, or any other legally protected basis, per applicable law.