Associate Enterprise Service Director

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.

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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 Associate enterprise service director. Reporting to the Global Delivery Director - Payroll, this full-time and permanent position is based in Americas and offers regional coverage, allowing you to make a significant impact to our Global Services Payroll and it’s growth.

 

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:

• Operational service management.
• Account governance.
• 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 achi