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 to 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. But progress only happens when people come together and take action. And we’re absolutely committed to building a culture where our people can do just that. We have an exciting opportunity for you to join our team as Enterprise Service Manager, Global Delivery Payroll (BAU), this full time position is based in Budapest and offers European coverage. Purpose of Role : Reporting to the Global Delivery Director – Payroll, the Enterprise Service Manager (ESM) is a strategic and hands-on position responsible for the successful planning, designing and execution of global payroll delivery without friction to Vistra clients. The ESM role will be responsible for focusing on client retention and growth by ensuring that client payroll services are administered in an accurate and timely manner whilst maintaining high levels of client satisfaction. Scope : Manage a portfolio of Tier 1 and Tier 2 clients. The primary role will require strong client engagement, strong Global Delivery Knowledge and understanding, internal stakeholder management and strong communication skills across many differing cultures. The role will require a strong background in Global Payroll Delivery. Understanding how to develop and implement Global Standards that ensures both delivery resilience and managing risk mitigation strategies when issue arise. In times of ‘Crisis’ this role will become the Single point of contact for both internal and client stakeholders. So a ‘cool head’ under pressure is necessary to assist in local recovery of underperformance whilst providing client communication of resolution activity and next steps. 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 to businesses operating in the new markets, leveraging our 85 Vistra offices, alliance partners and other professionals around the world. As the single point of operational accountability across the Vistra group for the client relationship and service delivery, our team has expertise in supporting fast growing businesses. Our brand brings together our unique skills, talents, and capabilities to create a promise and to deliver an outstanding experience for our clients. It’s how our brand on the inside underpins everything our clients experience on the outside. The enterprise service manager will work with the enterprise account manager and will be responsible for three key activities: 1. Operational service management. 2. Account governance. 3. Relationship management & client communications. Executing our Service Management Framework, the ESM will be responsible for driving account and relationship governance, facilitating client & account team meetings, managing account communications and maintaining account plans, delivering excellent client service across multiple accounts, whilst collaborating with internal stakeholders to support opportunity management, helping our clients achieve progress without friction. The ESM role will also be responsible in supporting the various payroll teams across Vistra to ensure all global payrolls are managed under GPS model and services. It is expected the role will build and maintain constructive relationships with all stakeholders, including local payroll staff and leadership, GCS/GPS team in and other internal and external customers. This role brings a broad range of key responsibilities: <ul style="margin-bottom:0.0in;margin-top:0.0px"> <li style="margin-right:0.0in;font-size:12.0pt;font-family:'Times New Roman', serif;margin-left:0.0px">Orchestrate Service Excellence, understand & align to client strategies & challenges:</li> <li style="margin-right:0.0in;font-size:12.0pt;font-family:'Times New Roman', serif;margin-left:0.0px">Drive account retention through excellent client service, collaborate with the Enterprise Account Team.</li> <li style="margin-right:0.0in;font-size:12.0pt;font-family:'Times New Roman', serif;margin-left:0.0px">During client service interactions, identify new opportunities by connecting client needs to additional solutions offered by the organization, collaboratively engaging with Enterprise Account Team to ensure follow up and ultimate account growth.</li> <li style="margin-right:0.0in;font-size:12.0pt;font-family:'Times New Roman', serif;margin-left:0.0px">Own the service quality process for agreed portfolio of accounts, conducting client interviews with account team members.</li> <li style="margin-right:0.0in;font-size:12.0pt;font-family:'Times New Roman', serif;margin-left:0.0px">Drive Vistra’s Strategic Account Plan, Advance Revenue Growth and Achieve Retention:</li> <li style="margin-right:0.0in;font-size:12.0pt;font-family:'Times New Roman', serif;margin-left:0.0px">Coordinate ongoing delivery governance.</li> <li style="margin-right:0.0in;font-size:12.0pt;font-family:'Times New Roman', serif;margin-left:0.0px">Support Commercial Onboarding, service providers and operational resources to ensure a frictionless client experience.</li> <li style="margin-right:0.0in;font-size:12.0pt;font-family:'Times New Roman', serif;margin-left:0.0px">Maintaining risk and compliance standards in client portfolio, in collaboration with compliance team</li> <li style="margin-right:0.0in;font-size:12.0pt;font-family:'Times New Roman', serif;margin-left:0.0px">Facilitate & coordinate regular account meetings with the account team, from agenda to objectives.</li> <li style="margin-right:0.0in;font-size:12.0pt;font-family:'Times New Roman', serif;margin-left:0.0px">Maintain clear communications with client including leading quarterly business reviews with clients.</li> <li style="margin-right:0.0in;font-size:12.0pt;font-family:'Times New Roman', serif;margin-left:0.0px">When required support account RFP’s engaging with internal stakeholders.</li> <li style="margin-right:0.0in;font-size:12.0pt;font-family:'Times New Roman', serif;margin-left:0.0px">Grow & Maintain High Impact Relationship, Teaming & Personal Growth:</li> <li style="margin-right:0.0in;font-size:12.0pt;font-family:'Times New Roman', serif;margin-left:0.0px">Effectively build formal and informal relationship networks inside and outside the client and Vistra organization.</li> <li style="margin-right:0.0in;font-size:12.0pt;font-family:'Times New Roman', serif;margin-left:0.0px">Serve as the central point of contact & communications for the broader account team, service markets, affiliates & the Global Service Centre, located in Mumbai, to facilitate strong account governance, swift service resolution, whilst developing relationships with regional teams.</li> <li style="margin-right:0.0in;font-size:12.0pt;font-family:'Times New Roman', serif;margin-left:0.0px">Create & share regular team newsletter (weekly /monthly) related to the account, that consolidates recent & relevant news, announcements, account data, relationships updates and performance metrics.</li> <li style="margin-right:0.0in;font-size:12.0pt;font-family:'Times New Roman', serif;margin-left:0.0px">Work with the team to create and maintain relationship map, client meeting calendar, value scorecard to drive consistent interaction</li> <li style="margin-right:0.0in;font-size:12.0pt;font-family:'Times New Roman', serif;margin-left:0.0px">Demonstrate teaming through mentoring & onboarding new members of the community.</li> </ul> Attributes / Technical Skills : <ul style="margin-bottom:0.0in;margin-top:0.0px"> <li style="margin-right:0.0in;font-size:12.0pt;font-family:'Times New Roman', serif;margin-left:0.0px">Ability to gain the confidence and trust of others through honesty, integrity and authenticity</li> <li style="margin-right:0.0in;font-size:12.0pt;font-family:'Times New Roman', serif;margin-left:0.0px">Self-motivated, with excellent communication and client management skills</li> <li style="margin-right:0.0in;font-size:12.0pt;font-family:'Times New Roman', serif;margin-left:0.0px">Quickly able to build relationships and gain trust of clients</li> <li style="margin-right:0.0in;font-size:12.0pt;font-family:'Times New Roman', serif;margin-left:0.0px">An expert at creative problem-solving</li> <li style="margin-right:0.0in;font-size:12.0pt;font-family:'Times New Roman', serif;margin-left:0.0px">Basic Project Management skills</li> <li style="margin-right:0.0in;font-size:12.0pt;font-family:'Times New Roman', serif;margin-left:0.0px">Strong team player that embraces international collaboration</li> <li style="margin-right:0.0in;font-size:12.0pt;font-family:'Times New Roman', serif;margin-left:0.0px">Able to prioritise and ensure agreed timelines are adhered to</li> <li style="margin-right:0.0in;font-size:12.0pt;font-family:'Times New Roman', serif;margin-left:0.0px">Ability to identify issues and bring in experts to solve client issues</li> <li style="margin-right:0.0in;font-size:12.0pt;font-family:'Times New Roman', serif;margin-left:0.0px">Make sense of complex, high quality, and sometimes contradictory information to effectively solve problems by engaging experts as needed</li> <li style="margin-right:0.0in;font-size:12.0pt;font-family:'Times New Roman', serif;margin-left:0.0px">Must be capable of managing service providers, to ensure value for money</li> <li style="margin-right:0.0in;font-size:12.0pt;font-family:'Times New Roman', serif;margin-left:0.0px">Competent with MS Office (Outlook, Excel, Word)</li> </ul> Relevant Experience : <ul style="margin-bottom:0.0in;margin-top:0.0px"> <li style="margin-right:0.0in;font-size:12.0pt;font-family:'Times New Roman', serif;margin-left:0.0px">Bachelor’s degree in business administration, management or a related field</li> <li style="margin-right:0.0in;font-size:12.0pt;font-family:'Times New Roman', serif;margin-left:0.0px">Ideally 5+ years of payroll / HR experience working in a client-facing environment, with a good track record of delivering against client requests.</li> <li style="margin-right:0.0in;font-size:12.0pt;font-family:'Times New Roman', serif;margin-left:0.0px">Ideally 5+ years of experience in an operations related environment, with a prove ability to deliver cost effective solutions and service design</li> <li style="margin-right:0.0in;font-size:12.0pt;font-family:'Times New Roman', serif;margin-left:0.0px">Proven experience in operational and client management</li> <li style="margin-right:0.0in;font-size:12.0pt;font-family:'Times New Roman', serif;margin-left:0.0px">Experience in handling complex client discussions</li> <li style="margin-right:0.0in;font-size:12.0pt;font-family:'Times New Roman', serif;margin-left:0.0px">Proven ability to repair & improve client relationships</li> </ul> What we offer: <ul style="list-style-type:disc" type="disc"> <li>25 days holiday</li> <li>Bonus scheme</li> <li>Insurance</li> <li>Hybrid working</li> </ul> If you are excited about working with us, 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!

Enterprise Service Manager, Global Delivery Payroll (BAU) (HU) @ Vistra Corporate Services (Sea) Pte. Ltd

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