The opportunity We are currently seeking an experienced and dynamic Senior to support 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 Support the 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. Support the development and upholding standardized service management documentation, process flows, and procedures for cross-country client consistency and efficiency. Facilitate communication with client contacts at all levels and EY teams, both central and local. Support the preparation for regular client reviews, including SLA reporting and issue log maintenance, in collaboration with country teams and EP/EMs. Coordinate annual rollover tasks, such as calendar preparation and EY tool updates. Work with the team leads to address escalations, resolve issues, prepare root cause analysis, and communicate outcomes to account teams. Support the processing of scope changes and related contract adjustments, including change requests and documentation updates. Support the EP/EMs on client budget preparation, handle invoice management. To qualify for the role, you must have Minimum 5 years of experience in payroll operations or management, with a focus on international payroll management or coordination Strong communication skills, with the ability to build and maintain relationships at all levels of an organization. Experience with payroll technology platforms Attention to detail and accuracy; excellent English language skills Flexibility to operate in a global across-time-zones environment