Global Client Operations Leader – Global Payroll Operate
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Job Description
Senior Manager for Global Payroll Operations at EY responsible for leading payroll engagement management and client service quality. Overseeing a global team to drive best practices and operational excellence.
Responsibilities:
- Partner with the GPO Client CoE Leader and the broader MCPO EP/EM community to define, refine, and embed global best practices in MCPO engagement management, service governance, and client lifecycle management.
- Lead, coach, and develop a global team of Engagement Managers and SMO professionals across GDS locations, ensuring consistent performance, quality, and professional growth.
- Drive alignment across prime country SMOs, Tax CoE SMOs, Hub SMOs, and GDS SMOs to ensure a unified client experience regardless of service scope, country, or delivery model.
- Oversee senior SMO roles in GDS locations, ensuring they follow global methodology, operational discipline, and quality requirements.
- Directly serve as Engagement Manager for select strategic MCPO account(s) particularly where C‑suite visibility, complexity, or transformation scope requires senior oversight.
- Support successful transition from implementation to steady‑state operations by partnering closely with Implementation Lead(s), the Engagement Partner, and Global Payroll Operations.
- Lead global standardization & learning initiatives across operations, technology, and methodology to improve client service consistency, compliance, and operational scalability.
- Partner with central GPO functions (Implementation, Solutioning, Business Development, Country Enablement, GPO Operations, Tech & Support Ops) to ensure end‑to‑end service quality and continuous improvement.
- Drive innovation within SMO teams by promoting adoption of Global Payroll Operate tools, technology platforms, and delivery methodologies.
- Oversee development and reporting of standardized MCPO operational and service metrics; ensure compliance with Tax Quality requirements and strengthen risk management discipline across teams.
- Provide thought leadership internally and externally, contributing to industry forums, client events, and EY market-facing initiatives.
- Guide and support Engagement Managers and SMOs in managing expectations, governance meetings, escalations, and client communications.
- Identify and drive opportunities to optimize processes, enhance client satisfaction, and introduce automation or technology‑enabled improvements.
- Support pursuits and business development by partnering with leadership, contributing to proposals, and ensuring solution accuracy and operational readiness.
Requirements:
- 15+ years of global payroll or multi-country payroll operations experience, including significant leadership responsibility over distributed teams and senior client portfolios.
- Deep understanding of the MCPO market landscape, regulatory requirements, and best practices, with demonstrated ability to guide and upskill other payroll professionals.
- Strong mastery of payroll technology platforms and the ability to drive adoption, efficiencies, and global standardization across multiple delivery locations.
- Proven success managing large-scale, multi-jurisdictional clients and overseeing multiple engagements through senior leaders or Engagement Managers.
- Advanced project and program management capabilities, with a demonstrated ability to govern complex, cross-border implementations and transitions at scale.
- Exceptional problem-solving skills and ability to lead teams through highly complex operational challenges and client escalations.
- Strong capability in designing, improving, and standardizing processes across geographies and service teams.
- Excellent client service leadership, with experience influencing senior stakeholders and guiding Engagement Managers on relationship management and expectation setting.
- Highly skilled in win–win conflict resolution, executive communication, negotiation, and escalation management.
- Demonstrated thought leadership, with experience presenting to clients, participating in client events, and contributing to market-facing insights.
- Strong commercial acumen including scoping opportunities, reviewing proposals, participating in orals, and shaping delivery models.
- Ability to leverage methodologies and tools to enhance service delivery, drive operational discipline, and challenge inefficiencies at a global level.
- Proven leadership track record in managing, coaching, motivating, and developing cross-functional teams across multiple time zones.
- Exceptional attention to detail and an ability to translate data into action.
- Ability to build and sustain senior client relationships, convert clients into advocates, and identify expansion opportunities within existing accounts.
- Skilled at guiding strategic discussions around operational efficiencies, process maturity, and service excellence.
- Strong internal networking capability across service lines, partnering with Senior Managers and Partners to drive connected services and cross-functional value.
- Recognized as a subject matter expert and “go‑to” person for complex MCPO delivery challenges.
- Comfortable traveling when required and working in a globally distributed, cross-time-zone environment.
Benefits:
- Continuous learning: You’ll develop the mindset and skills to navigate whatever comes next.
- Success as defined by you: We’ll provide the tools and flexibility, so you can make a meaningful impact, your way.
- Transformative leadership: We’ll give you the insights, coaching and confidence to be the leader the world needs.
- Diverse and inclusive culture: You’ll be embraced for who you are and empowered to use your voice to help others find theirs.
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