The Operational Relationship Manager is a client-facing global payroll expert who drives issue resolution and client satisfaction. This role supports US companies that are expanding overseas in the area of payroll. This will be part of a 2 or 3 person team With a strong sense of ownership, energy, passion and drive to support client relationships and capitalize on opportunities in a fast-paced environment. To that end, they will be responsible for:-

· Becoming the global subject matter expert (SME) in international payroll by developing the technical knowledge and expertise to speak confidently and with conviction, about payroll services offered to clients in key countries

· Acting as the first point of contact for the escalation of payroll related service issues from clients and Client Relationship Managers

· Improving client service and satisfaction by identifying, addressing and resolving global client payroll and payroll related issues in a timely manner. This will require extensive partnering with Client Relationship Managers (CRM), the shared services centre in Mumbai, India and other offices.

· Providing key input into the development of a strong operational delivery network for our key markets. This includes owning global payroll services including issue identification, escalation, resolution, reporting and key metrics.

· Driving client satisfaction, client retention and client success

· Identifying and recommending sound process or policy improvements across the globe; including, but not limited to: pricing, contract terms, credits

· Spearheading or assisting with client outreach related to Payroll and payroll services through Advisory campaigns, notices on new country requirements and/or emerging regulations

· Understanding and representing the Voice of the Customer (VoC) and the Voice of the Employee (VoE) to senior management,

· Partnering closely with the Commercial team (Management, New Sales, CRMs, Partner Program) to generate business; this includes participating in prospect calls to showcase global payroll services

Core Competencies

Strong commitment to clients
· Keen awareness of self and others
· Resilient and flexible
· Actively collaborates, seeks and accepts diverse perspectives
· Capacity to embrace complexity, change and transition
· Exerience in a multi-national organization
· Experience with muti-srvice line project, &Land Program management · Minimum of 8 years of relevant experience, preferably in a client-facing rol
· US payroll and/or global payroll experience is required
· Experience with multi-service line project, P&L and program management
· B.S in Accounting
· CPA desired but not required