Location: The successful candidate will have the opportunity to work in a hybrid environment; working remote as well as at the closest office location.
About the opportunity
The Global Delivery Manager is accountable for the successful enablement of a network of Global Payroll Partners across the whole of our Global Partner network, driving high performance and delivering a seamless Customer Experience by consistently driving a ‘One Team’ customer focused approach and building strong Partnerships internally and externally.
What you’ll get to do
Build strong partnerships and hold teams accountable for, through external governance, for carrying out required processes and tasks end to end through the partner model
Own, drive and take total accountability for driving Partner engagement by representing Partners at Global Payroll Governance meetings, ensuring a proactive approach, holding stakeholders to account for driving through changes at pace.
Take total accountability and responsibility to lead internal and external partners working collaboratively within a strong Governance Framework
Work holistically with key internal stakeholders, owning and driving Partner Operational and Commercial Delivery to enhance the full end to end customer supply chain experience
Facilitate Partner governance meetings (weekly, monthly, quarterly and annually), performance and commercial reviews including alignment of services, pricing strategy, continuous improvement and recommendations, risk mitigation and action planning.
Work collaboratively with a customer focused mindset to ensure internal stakeholders have the necessary information to communicate clearly to customers
Be the single point of contact for the Partner network, ensuring issues and escalations are handled in an efficient and timely manner
Support our internal Dayforce teams (Support, CS, Sales) involved with customer requests or questions around global payroll services as the escalation point
Work collaboratively with internal and external partners and lead the assessments and evaluation of customer feedback or Root Cause Analysis to improve partner delivery processes and procedures to ensure customers receive a consistent experience end to end including developing solutions to any issues that arise.
Ensure processes are efficient and cost-effective, seeking opportunities to reduce costs without affecting the overall customer experience, by looking for opportunities to reduce the number of steps in process, number of handoffs, and automation of unnecessary steps
Contribute to process improvement through continual, ongoing feedback provided to the Global Delivery team
Foster a Growth Mindset becoming the Subject Matter Expert for the countries we operate in, building knowledge and sharing education (payroll, culture, legislation) across all levels of the business to support delivery of payroll services through third parties
Drive the Payroll Partner’s onboarding, including defining the requirements across a cross-functional set of internal stakeholders (due diligence, contract negotiation, and commercial approach)
Manage the commercial relationship with the partners:
Annual pricing book, rate sheet and ancillary services
Industry and employee sizes
Adhoc requests, change request processes o Audit and approval of billing and invoicing
Coordinate periodic business reviews (monthly, quarterly and annually) with Dayforce teams (Support, implementation)
Responsible for the annual partner assessment renewal in coordination with the Procurement team.
Skills and experience we value
8-10+ years of related business experience
A bachelor’s degree in a business-related subject or equivalent combination of education and experience
Knowledge of HCM software or high-tech products/services is preferred with a high preference of knowledge of Dayforce.
Knowledge and experience of Global HR and Payroll
Experience of managing vendor/third party performance through a robust governance framework
Working collaboratively across multiple countries
Proven experience of working in a similar role
Able to deal with ambiguity
Strong stakeholder management
Confident, strong communicator/Able to adapt style according to a wide range of situations
Growth Mindset
Strong organizational skills, able to deal with conflicting priorities
Team player
Tenacious, resilient, flexible
Ability to build trusting relationships internally and externally
An ability to adapt or change according to internal or external factors
What would make you really stand out
A second language would be an advantage
Payroll knowledge and expertise across multiple countries
Previous experience of working with Global Cross-Country suppliers, a key advantage
Hiring Manager: Nick Eves
Recruiter: Kritee Mungur
Grade: 10
Ceridian
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