Global Client Operations Leader – Global Payroll Operate

This is a fully remote position, open to applicants in Hungary.

📋 Description

• Collaborate with the GPO Client CoE Leader and the wider MCPO EP/EM community to establish, enhance, and implement global best practices in MCPO engagement management, service governance, and client lifecycle management.

• Lead, mentor, and cultivate a global team of Engagement Managers and SMO professionals across GDS locations, ensuring consistent performance, quality, and professional development.

• Foster alignment among prime country SMOs, Tax CoE SMOs, Hub SMOs, and GDS SMOs to provide a cohesive client experience regardless of service scope, country, or delivery model.

• Supervise senior SMO roles in GDS locations, ensuring adherence to global methodologies, operational discipline, and quality standards.

• Actively serve as Engagement Manager for select strategic MCPO accounts, especially where C-suite visibility, complexity, or transformation scope necessitates senior oversight.

• Assist in the successful transition from implementation to steady-state operations by closely collaborating with Implementation Lead(s), the Engagement Partner, and Global Payroll Operations.

• Spearhead global standardization and learning initiatives across operations, technology, and methodology to enhance client service consistency, compliance, and operational scalability.

• Collaborate with central GPO functions (Implementation, Solutioning, Business Development, Country Enablement, GPO Operations, Tech & Support Ops) to ensure comprehensive service quality and continuous improvement.

• Encourage innovation within SMO teams by advocating for the adoption of Global Payroll Operate tools, technology platforms, and delivery methodologies.

• Oversee the development and reporting of standardized MCPO operational and service metrics; ensure compliance with Tax Quality requirements and bolster risk management practices across teams.

• Provide thought leadership both internally and externally, participating in industry forums, client events, and EY market-facing initiatives.

• Guide and assist Engagement Managers and SMOs in managing expectations, governance meetings, escalations, and client communications.

• Identify and pursue opportunities to optimize processes, enhance client satisfaction, and implement automation or technology-driven improvements.

• Support business development initiatives by partnering with leadership, contributing to proposals, and ensuring solution accuracy and operational readiness.

⛳️ Requirements

• 15+ years of global payroll or multi-country payroll operations experience, including substantial leadership responsibility over distributed teams and senior client portfolios.

• In-depth understanding of the MCPO market landscape, regulatory requirements, and best practices, with a proven ability to guide and upskill other payroll professionals.

• Strong expertise in payroll technology platforms and the capacity to drive adoption, efficiencies, and global standardization across various delivery locations.

• Demonstrated success in managing large-scale, multi-jurisdictional clients and overseeing multiple engagements through senior leaders or Engagement Managers.

• Advanced project and program management skills, with a proven ability to govern complex, cross-border implementations and transitions at scale.

• Exceptional problem-solving abilities and the capacity to lead teams through highly intricate operational challenges and client escalations.

• Strong proficiency in designing, enhancing, and standardizing processes across different geographies and service teams.

• Excellent client service leadership, with experience influencing senior stakeholders and guiding Engagement Managers on relationship management and expectation setting.

• Highly adept in win-win conflict resolution, executive communication, negotiation, and escalation management.

• Proven thought leadership, with experience presenting to clients, participating in client events, and contributing to market-facing insights.

• Strong commercial acumen, including scoping opportunities, reviewing proposals, participating in orals, and shaping delivery models.

• Ability to leverage methodologies and tools to enhance service delivery, enforce operational discipline, and challenge inefficiencies on a global scale.

• Established leadership track record in managing, coaching, motivating, and developing cross-functional teams across multiple time zones.

• Exceptional attention to detail and an ability to translate data into actionable insights.

• Ability to build and maintain senior client relationships, convert clients into advocates, and identify expansion opportunities within existing accounts.

• Proficient in guiding strategic discussions around operational efficiencies, process maturity, and service excellence.

• Strong internal networking capabilities across service lines, collaborating with Senior Managers and Partners to drive connected services and cross-functional value.

• Recognized as a subject matter expert and “go-to” person for complex MCPO delivery challenges.

• Comfortable with travel when required and adept at working in a globally distributed, cross-time-zone environment.

🏝️ Benefits

• Continuous learning: You’ll develop the mindset and skills to navigate whatever comes next.

• Success as defined by you: We’ll provide the tools and flexibility, so you can make a meaningful impact, your way.

• Transformative leadership: We’ll give you the insights, coaching, and confidence to be the leader the world needs.

• Diverse and inclusive culture: You’ll be embraced for who you are and empowered to use your voice to help others find theirs.