Global Client Operations Leader - Global Payroll Operate

The opportunity

We are currently seeking a highly experienced Senior Manager to fill the role the GPO GDS Client Operations Leader. 

The role is responsible for 

• Working closely with the GPO Client CoE Leaders, MCPO EPs and EMs to define and drive best practices in MCPO client engagement management
• Managing, growing and maintaining a strong central SMO team (residing within GDS locations), alongside the Tax CoE SMO teams
• Directly overseeing the most senior SMOs residing in GDS locations
• Directly fulfilling the role of an Engagement Manager for a selected strategic MCPO account
• Working with the GDS GPO Leader and other central GPO functions to ensure high-quality services
• Ensuring alignment to GDS PAS GPO goals and requirements, as part of the larger PAS organization and vision
• Working with the GPO COO, Super Region Leaders, the key account Engagement Partners, GMx teams to ensure ongoing alignment in terms of high-quality client services
• Working with all relevant teams to develop and deliver consistent client service operations metrics, improve compliance with Tax Quality requirements in engagement management and feed key data & insights to adjacent functions

Ideally the role will be based in the European-friendly time zone due to the requirement to manage teams across GDS Philippines, GDS India, GDS Poland, GDS Hungary and GDS Argentina.

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.

Skills / Knowledge / Experience

•    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.

About EY Payroll Operate

EY Payroll Operate is part of the People Advisory Services Tax (PAS Tax). Payroll Operate is on a transformational journey. The vision is for EY to become one of the top payroll outsourcing service providers globally.

For EY Payroll Operate to achieve its stated vision, the key to its success lies in adding a new, globally industrialized way of working, adopting a central delivery model through our Global Delivery Services (GDS) centers. GDS, the shared services arm of EY, is unique amongst the Big4 firms, operating as one global team across multiple countries. 

We work across 8 locations – Argentina, China, India, Hungary, Spain, the Philippines, Poland and the UK – and with teams from all EY service lines, geographies and sectors, playing a vital role in the delivery of the EY growth strategy. In GDS, you will collaborate with EY teams on exciting projects and work with well-known brands from across the globe. We’ll introduce you to an ever-expanding ecosystem of people, learning, skills and insights that will stay with you throughout your career. 

•    Continuous learning: You’ll develop the mindset and skills to navigate whatever comes next. You will have an exposure to a diverse client base and the opportunity to work on cutting-edge payroll projects.

•    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. You will work in a dynamic work environment with a global reach.

If you can demonstrate that you meet the criteria above, please contact us as soon as possible.

The exceptional EY experience. It’s yours to build. 

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