Payroll Service Delivery Manager

Summary

Join Deel as a Payroll Service Delivery Manager and manage client relationships, ensuring exceptional service and support while identifying growth opportunities. You will oversee client portfolios, drive satisfaction, and contribute to the company's success. Strong analytical skills, attention to detail, and multitasking abilities are essential. This role involves maintaining customer account plans, conducting operational reviews, and reporting on key performance indicators. You will also partner with clients to establish annual objectives and proactively identify and resolve service issues. Financial responsibilities include timely and accurate reporting of account financial performance and ensuring timely invoice payments. You will collaborate with internal stakeholders to ensure service delivery aligns with SLA requirements and actively participate in performance improvement initiatives.

Requirements

Knowledge of customers contract, including any one-off or unique provisions

Responsibilities

• Maintain an active, up-to-date Customer Account Plans that includes the following: Company background, Customer growth plans – identify new business opportunities; establish, maintain, execute, and measure against the plans, Joint Relationship Maps, Active Projects, Contract Renewal Plans
• Maintain active, up-to-date Client Action Logs
• Ensure any required operational meetings, discussions related to escalations or projects occur as committed
• Issues and requests are being managed according to committed timeframes
• Conduct monthly Operations Reviews
• Key Performance Indicator / Service Level Agreement Reporting
• Joint Escalation Matrices
• Arrange and facilitate Business Review Meetings (quarterly or semi-annually or annually) to establish deeper relationships
• Maintain recurring (but no less than monthly) engagement with key customer contacts to foster a deeper partnership between organizations
• Partner with customers to determine ‘reference’ status o Tracking CSAT through Client Health Index
• Understand client business needs and ensure delivery of service and products meet client contractual expectations
• Proactively identify service issues and collaborate with internal stakeholders and the client to implement effective solutions
• Ensure service delivery is aligned with contracted Statement of Work (SOW) and any other contractual agreements
• Achieve targeted Client Satisfaction annual objectives
• Collaborate with clients to establish annual objectives; provide status
• Drive actions to retain existing business and obtain contract renewals
• Identify business expansion opportunities and coordinate the provision of new services to client
• Profit & Loss (P&L)
• Timely and accurate reporting of account financial performance and commercial status to all relevant stakeholders
• Drive financial efficiency throughout the account
• Monthly P&L analysis
• Coordination with Finance and customer to ensure the accuracy and timely payment of invoices, ensuring annual recurring fees and any additional services are being invoiced as contractually agreed
• Operational Performance
• Partner with key operations stakeholders to ensure service delivery aligns with SLA requirements
• Assess and analyze Key Performance Indicator (KPI) results
• Actively involved in suggesting and recommending approaches for performance improvement
• Track and monitor change requests
• Review and approve Root Cause Analysis and Remediation Plans in accordance with client

Benefits

• Stock grant opportunities dependent on your role, employment status and location
• Additional perks and benefits based on your employment status and country
• The flexibility of remote work, including optional WeWork access