Engagement Manager

at  EY

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.

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.

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

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.

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

EY GLOBAL DELIVERY SERVICES (GDS) IS A DYNAMIC AND TRULY GLOBAL DELIVERY NETWORK. 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. FROM ACCOUNTANTS TO CODERS TO ADVISORY CONSULTANTS, WE OFFER A WIDE VARIETY OF FULFILLING CAREER OPPORTUNITIES THAT SPAN ALL BUSINESS DISCIPLINES. 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.
• Dynamic growth business: EY’s Global Payroll Operate business is experiencing unprecedented growth. Be part of a global success story and make a difference while benefiting from being part of a large global organization and one of the world’s most trusted brands.