Payroll Service Operations Manager

At EY, you’ll have the chance to build a career as unique as you are, with the global scale, support, inclusive culture and technology to become the best version of you. And we’re counting on your unique voice and perspective to help EY become even better, too. Join us and build an exceptional experience for yourself, and a better working world for all. 

EY Global Delivery Services (GDS) is the hub of innovation, a technology powerhouse, a global talent center and, a driver of operational excellence within EY, propelling EY’s purpose of building a better working world.  With a robust network spread across 9 countries and 20 cities, GDS’s dynamic network of highly talented professionals leverage data, AI, and cutting-edge technology to enhance EY's wide array of services in assurance, consulting, tax, strategy, and transactions.

Join us at EY GDS Hungary to shape your future with confidence.

The opportunity

We are currently seeking a highly experienced and dynamic Service Manager to lead 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

•    Collaborate with 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.

•    Develop and uphold standardized service management documentation, process flows, and procedures for cross-country client consistency and efficiency.

•    Ensure the consistent usage of the global payroll technology and processes to support the multi-country services.

•    Train and support all EY teams to proficiently use standardized client processes and systems.

•    Facilitate communication with client contacts at all levels and EY teams, both central and local.

•    Conduct regular client reviews, including SLA reporting and issue log maintenance, in collaboration with country teams and EP/EMs.

•    Oversee annual rollover tasks, such as calendar preparation and EY tool updates.

•    Serve as the primary contact for complex payroll issue resolution and client escalations, advising on service-related risks.

•    Partner with operations leads to address escalations, prepare root cause analysis, and communicate outcomes to clients with EP/EM alignment.

•    Handle scope changes and related contract adjustments, including change requests and documentation updates.

•    Direct client-related change management efforts, including the adoption of new tools, processes, and system upgrades.

•    Seek and implement process improvements and innovative solutions to elevate service delivery.

•    Proactively manage risks and issues, ensuring effective mitigation and transparent communication for a seamless experience.

•    Collaborate with EP/EMs on client budget preparation and invoice management.

•    Coordinate client and EY team access to engagement platforms.

•    Provide ad-hoc support to clients and EY teams for service-related inquiries and tasks.

•    Engage in business development with account teams to foster the growth of global payroll services.

Skills and attributes for success

•    Experience in personnel and people management, including supervision and team building  

•    Proven ability to work effectively in managing a team and relate effectively with staff on all levels  

•    Proven ability to quickly learn new information, processes and procedures  

•    Proven ability to meet deadlines and identify and resolve problems  

•    Experience in the use of Microsoft Office suite of products – advanced/expert excel  

To qualify for the role, you must have

•    Minimum 10 years of experience in payroll operations or management, with a strong focus on international payroll management.

•    Proven track record of managing large-scale projects in a global context

•    Team management and leadership skills, with the ability to inspire and motivate

•    Strong client-facing and communication skills, with the ability to build and maintain relationships at all levels of an organization.

•    Knowledge of the multi-country payroll outsourcing market, payroll regulations and best practices

•    Experience with payroll technology platforms and an understanding of how to leverage technology to improve payroll operations

•    Commercial acumen, an ability to manage Engagement Economics holistically ensuring profitable and happy clients

•    Attention to detail and accuracy; excellent English language skills

•    Willingness to travel as required for client engagements and project delivery, as well flexibility to operate in a global across-time-zones environment

Ideally, you’ll also have

•    A payroll related diploma/certificate may be advantageous

•    Prior experience in tax accounting, finance and HR would be beneficial

•    Must demonstrate strong analytical and people skills

What we offer

By seamlessly integrating with EY member firm teams across the globe, GDS contributes significantly to EY's purposeful and sustainable growth, delivering insights and solutions that foster trust in capital markets and create value for EY clients, society, and the planet.

We strive to achieve the right balance for our people, enabling to deliver excellent results while allowing everyone to build your career without sacrificing personal priorities, providing:

• A competitive salary and benefits package, including private health insurance.
• Opportunities for professional development and career growth, by access to training and development programs, coaching and mentoring as well as on-the job opportunities.
• A supportive and collaborative work environment with multicultural teams.
• Flexible working hours and hybrid work with 2 days in the office per week.
• Employee wellness programs and initiatives and the opportunity to obtain the All You Can Move sport pass.
• Possibility to volunteer for meaningful initiatives to positively impact lives in the community.

GDS is All in to shape the future with confidence, addressing today's challenges, and anticipating tomorrow's needs. EY GDS is not just reimagining the future of work—it's actively building it, ensuring agility, efficiency, and resilience in an ever-evolving world.

EY | Building a better working world 

 
EY exists to build a better working world, helping to create long-term value for clients, people and society and build trust in the capital markets.  

 
Enabled by data and technology, diverse EY teams in over 150 countries provide trust through assurance and help clients grow, transform and operate.  

 
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