Enterprise Service Manager, Global Delivery Payroll BAU

We have an exciting opportunity for you to join our team as Enterprise Service Manager reporting to the Global Delivery Director, Payroll. This full-time and permanent position is based in UK or EMEA and offers regional coverage, allowing you to make a significant impact to our Payroll and its' growth., Reporting to the Global Delivery Director - Payroll, the Enterprise Service Manager (ESM) is a strategic and hands-on position responsible for the successful planning, designing and execution of global payroll delivery without friction to Vistra clients. The ESM role will be responsible for focusing on client retention and growth by ensuring that client payroll services are administered in an accurate and timely manner whilst maintaining high levels of client satisfaction. Scope Manage a portfolio of Tier 1 and Tier 2 clients. The primary role will require strong client engagement, strong Global Delivery Knowledge and understanding, internal stakeholder management and strong communication skills across many differing cultures. The role will require a strong background in Global Payroll Delivery. Understanding how to develop and implement Global Standards that ensures both delivery resilience and managing risk mitigation strategies when issue arise. In times of 'Crisis' this role will become the Single point of contact for both internal and client stakeholders. So a 'cool head' under pressure is necessary to assist in local recovery of underperformance whilst providing client communication of resolution activity and next steps., The Global Delivery team manages and facilitates the international expansion of our clients into the UK and globally, providing accounting, HR, payroll and tax solutions to businesses operating in the new markets, leveraging our 85 Vistra offices, alliance partners and other professionals around the world. As the single point of operational accountability across the Vistra group for the client relationship and service delivery, our team has expertise in supporting fast growing businesses. Our brand brings together our unique skills, talents, and capabilities to create a promise and to deliver an outstanding experience for our clients. It's how our brand on the inside underpins everything our clients experience on the outside. The enterprise service manager will work with the enterprise account manager and will be responsible for three key activities: 1. Operational service management. 2. Account governance. 3. Relationship management & client communications. Executing our Service Management Framework, the ESM will be responsible for driving account and relationship governance, facilitating client & account team meetings, managing account communications and maintaining account plans, delivering excellent client service across multiple accounts, whilst collaborating with internal stakeholders to support opportunity management, helping our clients achieve progress without friction. The ESM role will also be responsible in supporting the various payroll teams across Vistra to ensure all global payrolls are managed under GPS model and services. It is expected the role will build and maintain constructive relationships with all stakeholders, including local payroll staff and leadership, GCS/GPS team in and other internal and external customers. This role brings a broad range of key responsibilities:

• Orchestrate Service Excellence, understand & align to client strategies & challenges:
• Drive account retention through excellent client service, collaborate with the Enterprise Account Team.
• During client service interactions, identify new opportunities by connecting client needs to additional solutions offered by the organization, collaboratively engaging with Enterprise Account Team to ensure follow up and ultimate account growth.
• Own the service quality process for agreed portfolio of accounts, conducting client interviews with account team members.
• Drive Vistra's Strategic Account Plan, Advance Revenue Growth and Achieve Retention:
• Coordinate ongoing delivery governance.
• Support Commercial Onboarding, service providers and operational resources to ensure a frictionless client experience.
• Maintaining risk and compliance standards in client portfolio, in collaboration with compliance team
• Facilitate & coordinate regular account meetings with the account team, from agenda to objectives.
• Maintain clear communications with client including leading quarterly business reviews with clients.
• When required support account RFP's engaging with internal stakeholders.
• Grow & Maintain High Impact Relationship, Teaming & Personal Growth:
• Effectively build formal and informal relationship networks inside and outside the client and Vistra organization.
• Serve as the central point of contact & communications for the broader account team, service markets, affiliates & the Global Service Centre, located in Mumbai, to facilitate strong account governance, swift service resolution, whilst developing relationships with regional teams.
• Create & share regular team newsletter (weekly /monthly) related to the account, that consolidates recent & relevant news, announcements, account data, relationships updates and performance metrics.
• Work with the team to create and maintain relationship map, client meeting calendar, value scorecard to drive consistent interaction
  
  Ability to gain the confidence and trust of others through honesty, integrity and authenticity
• Self-motivated, with excellent communication and client management skills
• Quickly able to build relationships and gain trust of clients
• An expert at creative problem-solving
• Basic Project Management skills
• Strong team player that embraces international collaboration
• Able to prioritise and ensure agreed timelines are adhered to
• Ability to identify issues and bring in experts to solve client issues
• Make sense of complex, high quality, and sometimes contradictory information to effectively solve problems by engaging experts as needed
• Must be capable of managing service providers, to ensure value for money
• Competent with MS Office (Outlook, Excel, Word)
Relevant Experience
• Bachelor's degree in business administration, management or a related field
• Ideally 5+ years of payroll / HR experience working in a client-facing environment, with a good track record of delivering against client requests.
• Ideally 5+ years of experience in an operations related environment, with a prove ability to deliver cost effective solutions and service design
• Proven experience in operational and client management
• Experience in handling complex client discussions
• Proven ability to repair & improve client relationships
  
  At Vistra our purpose is progress. We believe that our clients have the power to change the world and to do great things for global progress, and we exist to remove the friction that comes from the complexity of global business - to help our clients achieve progress without friction.
But progress only happens when people come together and take action. And we're absolutely committed to building a culture where our people can do just that.