Payroll: Service Management Manager - EY Global Delivery Services

The opportunity

We are currently seeking a highly experienced and dynamic Service Manager to lead the client management activities on our multi-country payroll operate engagements.

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. SMO ensures that the client service management is standardized, efficient, compliant and adheres to the global contracts and solutions.

Responsibilities

• Collaborate with Engagement Partners (EPs) and Engagement Managers (EMs) to ensure consistent service delivery and client management for designated accounts.
• Coordinate with global teams to deliver payrolls that meet contractual scope, timeliness, quality, and service level agreements.
• Develop and uphold standardized service management documentation, process flows, and procedures for cross-country client consistency and efficiency.
• Ensure the consistent usage of the global payroll technology and processes to support the multi-country services.
• Train and support all EY teams to proficiently use standardized client processes and systems.
• Facilitate communication with client contacts at all levels and EY teams, both central and local.
• Conduct regular client reviews, including SLA reporting and issue log maintenance, in collaboration with country teams and EP/EMs.
• Oversee annual rollover tasks, such as calendar preparation and EY tool updates.
• Partner with operations leads to address escalations, prepare root cause analysis, and communicate outcomes to clients with EP/EM alignment.

To qualify for the role, you must have

• Minimum 8 years of experience in payroll operations or management, with a strong focus on international payroll management.
• Proven track record of managing large-scale projects in a global context
• Strong client-facing and communication skills, with the ability to build and maintain relationships at all levels of an organization.
• Experience with payroll technology platforms and an understanding of how to leverage technology to improve payroll operations
• Commercial acumen, an ability to manage Engagement Economics holistically ensuring profitable and happy clients
• Willingness to travel as required for client engagements and project delivery, as well flexibility to operate in a global across-time-zones environment