Canada Payroll SMO Staff – Job Description Position Summary: We are currently seeking a Service Manager to support the client management activities on our Multi Country Payroll Operate engagements. The role will be responsible for overseeing and coordinating the delivery of payroll services across multiple countries and servicing the client globally in line with the EY Payroll Operate practices. SMO (Service Management Office) ensures that client service management is standardized, efficient, compliant and adheres to the global contracts and solutions. Key Responsibilities: • Support account teams to ensure consistent service delivery and client management. • Coordinate with global teams to deliver payrolls that meet contractual scope, timeliness, quality, and service level agreements. • Support the service management documentation, process flows, and procedures for cross-country client consistency and efficiency. • Support the consistent usage of the global payroll technology and processes to support the multi country services. • Communicate with cross-functional team members at all levels. • Support the data collation process for SLA reporting and issue log maintenance. • Work on annual rollover tasks, such as calendar preparation and EY tool updates. • Support the internal teams in addressing escalations, resolve issues, prepare root cause analysis, and communicate outcomes to account teams. • Support the processing of scope changes and related contract adjustments, including change requests and documentation updates. • Be involved in client-related change management efforts, including the adoption of new tools, processes, and system upgrades. • Contribute to implementing process improvements to elevate service delivery, including ad-hoc projects. • Contribute to proactive management of risks and issues, ensuring effective mitigation and transparent communication for a seamless experience. • Support the budget preparation and invoice management. • Manage client and EY team access to engagement platforms. • Provide ad-hoc support to clients and EY teams for service-related inquiries and tasks. Skills and attributes for success: • Ability to quickly learn new information, processes and procedures • Ability to meet deadlines and identify and resolve problems • Experience in the use of Microsoft Office suite of products • Excellent communication skills • Being highly organized, proactive and a self-starter attitude • Strong attention to detail and ability to work in a dynamic environment To qualify for the role, you must have: • Degree and/or undergraduate professional qualification • Excellent English language skills • Client serving and quality focused mindset • Service management and/or payroll coordination experience would be advantage • Project management experience would be an advantage • Advanced knowledge in the use of Microsoft Office suite of products would be useful