Enterprise Service Manager, Global Delivery

Job Description
It's never been a more exciting time to join Vistra.
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.

We have an exciting opportunity for you to join our team as Enterprise Service Manager, Global Delivery – Payroll Activation, this full-time and permanent position and we are considering applications from both the UK and Europe. This role offers regional coverage, allowing you to make a significant impact to our Customer Success department and its growth.

Purpose of Role
Reporting to the Global Payroll Manager – 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 payroll activations and 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 project management, 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.

Key Responsibilities
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:

• Operational service management.
• Account governance.
• Relationship management & client communications.

Executing our Service Management Framework, the ESM will be responsible for driving the activation of new global payrolls, relationship governance, facilitating client meetings, managing activation communications and maintaining activation plans and delivering excellent client service, whilst collaborating with internal stakeholders, 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 activated under the GPS model and services. It is expected the role will build and maintain constructive relationships with all stakeholders, including local payroll staff and leadership, GSC/GPS team and other internal and external customers.

This Role Brings a Broad Range Of Key Responsibilities

• Orchestrate Service Excellence, understand & align to client strategies & challenges:
• 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.
• 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.
• 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.
• Create & share regular team newsletter (weekly /monthly) related to the account, that consolidates recent & relevant news, announcements, account data, relationships updates and performance metrics.
• Demonstrate teaming through mentoring & onboarding new members of the community.

Attributes/Technical Skills

• 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

Company Benefits

• 25 days annual leave per annum
• Individual private medical insurance cover
• Health cash plan
• Pension: 3% employee and 8% employer contribution
• Life Assurance 4x Salary
• Group income protection
• Season ticket loan
• Ride to work scheme
• A day's Celebration Leave
• Ability to buy up to one week's annual leave per year

If you are excited about working with us, we encourage you to apply or have a confidential chat with one of our Talent Acquisition team members. Our goal is to make this a great place to work where all our people can thrive. We hope you join us on this exciting journey