Manager, Global Services

It's never been a more exciting time to join Vistra. At Vistra our purpose is progress. We believe that our clients have the power to change the world and to do great things for global progress, and we exist to remove the friction that comes from the complexity of global business – to help our clients achieve progress without friction. But progress only happens when people come together and take action. And we're absolutely committed to building a culture where our people can do just that. We have an exciting opportunity for you to join our team as Business Development Manager, this full-time and permanent position is based in Dubai and offers regional coverage, allowing you to make a significant impact to our Corporates Department and it's growth. Purpose of Role We are recruiting an Enterprise Service Manager, Global Delivery, to ensure that client services are administered in an accurate and timely manner whilst maintaining high levels of client satisfaction. This position would be ideal for someone who is solution focused, disciplined, proactive, & seamlessly forges close working relationships with internal teams and our client stakeholders to make operating globally, feel borderless by ensuring that we are connected to our clients' challenges, and their strategies. Scope As part of our Service Management Framework, you will lead account and relationship governance, coordinate client and internal team meetings, oversee account communications, manage client invoicing, and maintain account health plans. You'll deliver exceptional service across multiple accounts while working closely with internal stakeholders to support opportunity management—helping our clients make seamless progress. The Global Delivery team supports clients who are expanding their operations into the UK and international markets, offering tailored accounting, HR, payroll, and tax solutions. Leveraging Vistra's global network of 85 offices, alliance partners, and professionals, we ensure seamless cross-border service delivery. Acting as the single point of operational accountability across the Vistra group, our team specialises in supporting fast-growing businesses. In this role, you will help guide clients through their market expansion journey, proactively identifying challenges and developing operational solutions that are client-focused and scalable. Our brand brings together our unique skills, talents, and capabilities to create a promise and to deliver an outstanding experience for our clients. It's how our brand on the inside underpins everything our clients experience on the outside. The enterprise service manager will work with the enterprise account manager and will be responsible for three key activities focused with a focus on our top tiered accounts: Operational service management. Account governance. Relationship management & client communications Key Responsibilities Orchestrate Service Excellence, understand & align to client strategies & challenges: Drive account retention through excellent client service, collaborate with the Enterprise Account Team (Commercial sales). During client service interactions, identify new opportunities by connecting client needs to additional solutions offered by the organization, collaboratively engaging with Enterprise Account Team to ensure follow up and ultimate account growth. Own the service quality process for your client portfolio, conducting client reviews with account team members. Some people management may be required depending on team configuration Drive Vistra's Strategic Account Plan, Advance Revenue Growth and Achieve Retention: Coordinate ongoing delivery governance, including maintaining action logs and facilitate regular client calls. Support and coordinate Onboarding, service activation, external service providers and Vistra operational resources to ensure a frictionless client experience. Maintain accurate client invoicing using SAP Manage risk and compliance standards in your client portfolio, in collaboration with compliance team Maintain clear communications with client including leading quarterly business reviews with clients. When required support account RFP's engaging with internal stakeholders. Grow & Maintain High Impact Relationship, Teaming & Personal Growth: Effectively build formal and informal relationship networks with clients, inside Vistra and with our affiliate network Serve as the central point of contact & communications for the broader account team, service markets, affiliates & the Global Service Centre, located in Mumbai, to facilitate strong account governance, swift service resolution, whilst developing relationships with regional teams. Create & share regular team newsletter (weekly /monthly) related to the account, that consolidates recent & relevant news (Google Alerts), announcements, account data, relationships updates and performance metrics. Work with the team to create and maintain relationship map, client meeting calendar, client health checks to drive consistent interaction & investment in our CRM (Salesforce.com) Demonstrate teamwork through mentoring & onboarding new members of the team. Some national and international travel may be required. Attributes/Technical Skills Ability to gain the confidence and trust of others through honesty, integrity and authenticity, especially with clients. Self-motivated, with excellent communication and client management skills. Adaptability & flexibility Ability to identify issues and coordinate experts to solve client issues. An expert at creative problem-solving. Make sense of complex and sometimes contradictory information to effectively solve problems by engaging experts as needed. Strong team player that embraces international collaboration Basic project management skills and able to prioritise and ensure agreed timelines are met. Must be capable of relationship management with internal and external service providers, to ensure on time delivery. Relevant Experience Competent with MS Office (Outlook, Excel, Word, Power Point) and familiarity with SAP, Salesforce.com, Monday.com would be beneficial (though not required) Skilled at giving client facing presentations Must have considerable senior international experience within a Business Services, Finance Services, Legal Services, Consulting or similar department of a multinational organisation or consultancy company. Nice to have – experience managing people Education and Professional Qualification Educated to degree standard, or qualified by experience – Business Management, Economics, Finance and Accounting, Law or similar. Minimum of 4-5 years post qualification experience as account manager or customer success manager in B2B professional services or similar role serving multi-national organisations Company Benefits 25 days holiday Healthcare 100% paid by us as per start date of employment Pension, monthly 5.83% of basic salary (1 till 5 years of employment) 8.33% of basic salary (if employment is 5 years or more)

At Vistra our purpose is progress. We believe that our clients have the power to change the world and to do great things for global progress, and we exist to remove the friction that comes from the complexity of global business – to help our clients achieve progress without friction.