Enterprise Service Manager, Global Delivery - Payroll Activation
Join by applying for the Enterprise Service Manager, Global Delivery - Payroll Activation role at VISTRA.
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 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.
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 planning, designing and executing global payroll delivery without friction to Vistra clients. The ESM role focuses on client payroll activations and ensures that client payroll services are administered accurately and timely whilst maintaining high levels of client satisfaction.
Scope
Manage a portfolio of Tier 1 and Tier 2 clients. The primary role requires strong project management, client engagement, global delivery knowledge, internal stakeholder management and strong communication skills across many differing cultures. A strong background in global payroll delivery is required, including development and implementation of global standards, delivery resilience and risk mitigation strategies. In times of crisis the role becomes the single point of contact for internal and client stakeholders.
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. As the single point of operational accountability across Vistra for the client relationship and service delivery, the ESM’s key activities are:
* Operational service management.
* Account governance.
* Relationship management & client communications.
Executing our Service Management Framework, the ESM will drive activation of new global payrolls, relationship governance, facilitate client meetings, manage activation communications and maintain activation plans to deliver excellent client service, working collaboratively with internal stakeholders.
The ESM will also support payroll teams to ensure all global payrolls are activated under the GPS model and services, building constructive relationships with stakeholders including local payroll staff, leadership, GSC/GPS team and other internal and external customers.
Broad range of key responsibilities:
* Orchestrate Service Excellence, understand & align to client strategies & challenges.
* Identify opportunities by connecting client needs to additional solutions, collaborating with Enterprise Account Team.
* Drive strategic account plan, advance revenue growth and achieve retention.
* Coordinate ongoing delivery governance.
* Support commercial onboarding, service providers and operational resources for frictionless client experience.
* Support account RFPs engaging with internal stakeholders.
* Build and maintain high‑impact relationship networks inside and outside clients and Vistra.
* Create and share regular team newsletters with account data, updates and performance metrics.
* Mentor and onboard new community members.
Attributes / Technical Skills
* Ability to gain confidence and trust of others through honesty, integrity and authenticity.
* Self‑motivated, excellent communication and client management skills.
* Quickly build relationships and gain trust of clients.
* 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.
* Identify issues and bring in experts to solve client issues.
* Make sense of complex, high‑quality information to solve problems by engaging experts.
* 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 proven ability to deliver cost‑effective solutions and service design.
* Proven experience in operational and client management.
* Experience 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.
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!
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