• Define and execute the global strategic vision for the Payroll Client service experience, ensuring all service initiatives are aligned with broader company goals and scalable for rapid expansion. • Design and lead a high-performance, 24/7 service model that consistently exceeds SLAs and critical KPIs - including CSAT, response, and resolution times - by optimizing resource allocation and delivery channels while ensuring continuous first-line support. • Act as a thought leader within the organisation, driving innovation, transformation, and best-in-class service delivery across global payroll support services. • Foster and maintain strong cross-functional collaboration with Payroll Operations, Compliance, Legal, Tax, Implementation, and internal stakeholders to ensure integrated, efficient service delivery and business alignment. • Maximize operational efficiency by automating manual touchpoints and upskilling the team to handle more complex queries, minimizing Payroll Ops and cross-departmental dependencies. • Partner with Product and Engineering to translate customer friction into product requirements, directly improving the in-product payroll experience and native self-help features. • Lead and scale a global management team through proactive coaching and mentorship, focusing on developing future leaders and a culture of accountability. • Manage complex customer escalations and perform deep-dive root cause analysis to implement structural preventative measures. • Serve as a partner for Sales and Customer Experience, providing expert-level payroll collateral and participating in prospect meetings.