The Global Services Manager (GSM) serves as the primary liaison for customers.

With the assistance of Global Services Associates (GSAs), the GSM takes on a dual role: implementing contracted Payroll and EoR services and acts as a point of escalation for customers throughout the lifecycle of Business As Usual (BAU) operations. Additionally, the GSM may be called upon to support in Payroll transformation projects, assisting customers to rollout Global Payroll from one vendor to another.

The role involves implementation and BAU activities across a portfolio of customers assigned. Although a GSM is assigned to a specific Service Line, the projects managed can be diverse and may include, but are not limited to, Payroll, Accounting, Tax, Entity Management, HR, and others.

Projects may be delivered solely by the GSM or may require coordination with other GSAs to support the onboarding of different services.

Responsibilities:

• Create Project Plans, rollout/transition plans, RAIDS logs, and SteerCo reports.
• Forecast Go Live dates to ensure projects are launched on time and within budget.
• Liaise with local HSP experts, maintaining strong relationships and open communication.
• Serve as a Single Point Of Contact (SPOC) for customers and an escalation point of contact for GSAs.
• Provide excellent customer-centric service.
• Act as an ‘Account Manager to coordinate satisfactory resolution to critical issues associated with service delivery or account management post-implementation.
• Proactively monitor the overall status of service delivery, aligning with Global Services Associate and Operations Director as necessary for customers.
• Adhere to SLAs in terms of responsiveness and quality where applicable.
• Update and maintain BAU related systems ensuring data accuracy and timeliness.
• Create Service tickets and verify data provided by Customers and Local Service Partners (LSP).
• Monitor Calendars to ensure Customers and LSPs meet all deadlines.
• Update a regional and/or service line-specific knowledge base.
• Provide feedback on team processes and other business improvement initiatives.
• Actively train and onboard team members on Implementation or BAU related activities.
• Respond to customer ad hoc queries, ensuring appropriate teams are involved in the event of either escalations or opportunities for service add-ons.
• Track and forecast pre-defined key account metrics.
• Perform additional duties as assigned.

Qualifications:

• 5-7 years minimum experience with services embedded in HSPs Global People Solutions and/or Global Entity Solutions offering, in a customer-facing service delivery capacity.
• Very strong English communication skills, both written and verbal.
• Proficiency in a second language is a plus.
• Experience in flexible working/work from home.
• Excellent analytical and problem-solving skills.
• Project management experience, mainly with Payroll implementations.
• Account Management experience.
• Proficiency in Microsoft suite – Word, Excel, PowerPoint, Visio, etc.

Requirements: 

• Dependable, consistent performer with a positive attitude and an ability to listen and work collaboratively across an organization.
• Drive and guide pool of assigned GSAs.
• Self-motivated, detail orientated and driven with the ability to meet deadlines
• Ability to communicate effectively with senior personnel, both internally and on the customer side
• Ability to adapt happily in an evolving, fast-paced environment
• Works well in a team environment, enthusiastically being a proactive contributor to the overall success of the team

If you would like to be part of a fast-paced, client first environment; where we focus on solutions rather than challenges, come and join our #HSPGlobalSolutionTeam!