Manager / Service Management Operations

The opportunity

We are currently seeking an experienced and dynamic Manager to oversee the delivery and governance of our multi-country payroll operate engagements. The role will lead the engagement team utilizing one global methodology to track the end-to-end process and provide subsidiary governance throughout the client life-cycle to mitigate risk, increase corporate transparency, improve compliance, ensure leveraging of key data insights and provide clients will additional product offerings.

The role will reside within our Service Management Office (SMO). SMO is a centralized function responsible for overseeing and coordinating the delivery of payroll services across multiple-countries and servicing the client globally in line with the EY Payroll Operate practices.

Responsibilities

• Act as the Engagement Manager for multi-country clients and implementations.
• Manage global MCPO delivery of multiple clients and all client escalations.
• During the implementation phase, support the global implementation lead and the Engagement Partner to ensure the projects are delivered on time, within scope, and budget, and managed in a compliant manner.
• Ensure smooth takeover of implemented projects into an operational delivery and manage the account governance on an ongoing basis in line with the client expectations and the Global Payroll Operate procedures.
• Coordinate with cross-functional teams, including sales, operations, and technology, to ensure seamless integration and delivery of payroll services.
• Provide strategic oversight and guidance on payroll compliance, regulations, and best practices across different jurisdictions.
• Provide/drive innovation and continuous improvement. Leverage Global Payroll Operate tools, technology, methodology and processes
• Provide thought leadership and distributing to the market
• Manage and mentor teams, fostering a culture of excellence. Transmit global methodology and best global payroll practices to all team members
• Develop and maintain strong client relationships, acting as the primary point of contact for all client-related communications.
• Conduct regular client reviews and provide detailed reports on progress, challenges, and solutions to stakeholders.
• Identify opportunities for process optimization and drive the implementation of innovative solutions to enhance service delivery.
• Manage risks and issues proactively, ensuring that any potential impacts on the client service are mitigated effectively.
• Actively run and participate in client pursuits. Partner with the account teams in business development activities

Skills / Knowledge / Experience

• Global Payroll experience of 10 years in payroll operations or management with strong focus on international payroll.
• In-depth knowledge of the multi-country payroll outsourcing market, payroll regulations, compliance, and best practices. Payroll subject matter expertise or experience.
• Experience with payroll technology platforms and an understanding of how to leverage technology to improve payroll operations.
• Proven track record of managing large-scale, complex projects in a global context.
• Proven Project Management experience and skills.
• Problem solving and solutions for highly complex issues.
• Innovating to improve process/procedures.
• Client Service skills and experience.
• Win-win conflict resolution and excellent communication skills
• Presentation and thought leadership skills
• Scoping of new opportunities: developing proposals and participating in oral presentations; providing high-quality services/work products; building relationships with clients understanding their unique needs to provide a tailored service
• Understand methodologies/tools to enhance service delivery, challenge current procedures to find new approaches
• Excellent leadership and team management skills, with the ability to inspire, motivate and coach cross-functional teams of tax professionals
• Strong analytical skills, interpersonal, and written/verbal communication skills; problem-solving ability and attention to detail
• Strong client-facing and communication skills, with the ability to build and maintain relationships at all levels of an organization.
• Building relationship with key decision maker/stakeholders for existing and potential clients.
• Building client fans/relationships. Transforming clients into fans. Leading expansion of payroll services to clients.
• Driving strategy discussion on process efficiencies.
• Building internal EY network with Senior Managers and partners from other service lines and promoting connected services to clients as well as speaking at client events
• Building client network and becoming go-to-person for payroll related challenges
• Willingness to travel as required for client engagements and project delivery, as well flexibility to operate in a global across-time-zones environment.

About EY Payroll Operate

EY Payroll Operate is part of the Global Compliance and Reporting (GCR) service offering of EY. Payroll Operate is on a transformational journey. The vision is for EY to become one of the top payroll outsourcing service providers globally.

For EY Payroll Operate to achieve its stated vision, the key to its success lies in adding a new, globally industrialized way of working, adopting a central delivery model through our Global Delivery Services (GDS) centers. GDS, the shared services arm of EY, is unique amongst the Big4 firms, operating as one global team across multiple countries.

We work across 8 locations Argentina, China, India, Hungary, Spain, the Philippines, Poland and the UK and with teams from all EY service lines, geographies and sectors, playing a vital role in the delivery of the EY growth strategy. In GDS, you will collaborate with EY teams on exciting projects and work with well-known brands from across the globe. Well introduce you to an ever-expanding ecosystem of people, learning, skills and insights that will stay with you throughout your career.

• Continuous learning: Youll develop the mindset and skills to navigate whatever comes next. You will have an exposure to a diverse client base and the opportunity to work on cutting-edge payroll projects.
• Success as defined by you: Well provide the tools and flexibility, so you can make a meaningful impact, your way.
• Transformative leadership: Well give you the insights, coaching and confidence to be the leader the world needs.
• Diverse and inclusive culture: Youll be embraced for who you are and empowered to use your voice to help others find theirs. You will work in a dynamic work environment with a global reach.