VAT Process Owner: Kristiina Supports Colleagues with Specialist Expertise

At Staria, Process Owners are specialists who develop key service processes, maintain expertise, and support colleagues across the organisation alongside their client work.

One of them is Kristiina Yli-Malmi, who is responsible for Staria's domestic VAT process.

An interest in VAT opened a new side track

Kristiina is a long-standing member of Staria, and over the years she has taken on a wide range of accounting responsibilities while building strong client relationships.

On top of that, Kristiina has always had a natural curiosity towards VAT matters.

“VAT is a subject where something is always changing, and the learning never stops.”

Kristiina’s Process Owner role aligns perfectly with her interests and development goals. It offered an opportunity to deepen her knowledge while sharing it with colleagues across the organisation.

“The role felt like a natural fit. I wanted to learn more, challenge myself and at the same time support others.”

Process Owner acts as an expert and knowledge-sharer

Kristiina is responsible for developing and maintaining Staria’s domestic VAT process. In practice, this means keeping track of legislative and regulatory changes, continuously developing her expertise, maintaining guidance materials, sharing knowledge, and supporting colleagues with VAT-related questions.

“I want people to feel comfortable approaching me with questions. Nobody needs to know everything. Together, we can find solutions even to the more challenging cases.”

Her responsibilities include preparing internal communications, organising training sessions, answering questions, and informing the organisation about changes that may impact clients.

While colleagues often see only the finished guidance documents or training materials, a significant amount of research and investigation takes place behind the scenes.

“Many questions seem straightforward at first, but once you start looking into them, you often find numerous details and special circumstances. VAT matters are not always simple. Sometimes I need to consult the tax authorities directly, and occasionally they also need time to investigate the matter before providing an answer.”

Learning never stops

Kristiina’s extensive accounting background provided a strong foundation for the Process Owner role, but her expertise has deepened considerably since taking it on. While she had developed a solid understanding of VAT through client work, it was the Process Owner role that enabled her to build truly specialised knowledge.

“The biggest thing I’ve learned in this matrix role is how to find information. You don’t need to know everything by heart, but you do need to know where to find reliable information and how to interpret it. You also need to recognize your own development needs and actively keep your expertise up to date.”

The role has also strengthened her collaboration skills. As a Process Owner, Kristiina works closely with different teams, fellow Process Owners, and specialists across the organisation.

“This role has introduced me to many new people beyond my own team. I regularly exchange ideas with, for example, Staria’s KLT-certified accountants. It has been great to collaborate with colleagues I might not otherwise have worked with.”

Growing confidence through expertise

Developing deep expertise in a specific field has strengthened Kristiina’s professional confidence.

“As my knowledge has grown, I’ve become more confident in voicing my opinion and answering questions. That has been one of the biggest learning experiences for me.”

Today, she can quickly identify situations that require closer investigation or special attention from a VAT perspective. This proactive approach supports colleagues in their work and helps ensure high-quality service for clients.

Kristiina’s work also contributes to the continuous development of Staria’s operating models. For example, she is currently involved in developing a VAT-related quality tool designed to help teams address key VAT considerations when onboarding new clients.

Variety and the opportunity to help others

According to Kristiina, one of the greatest benefits of a matrix role is the variety it brings. While working with long-term clients offers familiarity and stability, the Process Owner role continuously introduces new challenges and learning opportunities.

“I enjoy exploring new topics and sharing what I learn with others. Helping colleagues succeed is incredibly rewarding.”

Although balancing client work and matrix-role responsibilities requires careful prioritization, Kristiina finds the role highly rewarding.

“It’s rewarding to see how much I’ve developed over the years. This role has added a great deal of meaning and variety to my work.”

Who is the Process Owner role suitable for?

Kristiina believes that genuine interest is far more important than being a ready-made expert.

“I wasn’t an expert when I started working with VAT processes either. You need a solid foundation, but you learn the rest along the way. Interest and existing knowledge need to be balanced. Enthusiasm alone cannot replace the necessary basics, but without motivation to learn, share knowledge, and help others, even the most experienced specialist would struggle in this role.”

In her view, the role is particularly well suited to people who enjoy investigating complex questions, developing their expertise, and sharing knowledge with others.

“If you’re genuinely interested in a subject, it’s worth seizing the opportunity. A Process Owner role brings variety, helps you grow professionally, and gives you the chance to create an impact beyond your own client work. New areas requiring specialized expertise emerge all the time.”