ob Title: Payroll Operations Manager (Outsourced Services)
Department: Client Operations / Service Delivery
Reports To: Director of Payroll Services / VP of Operations
Job Summary
We are seeking a client-focused, strategic Payroll Operations Manager to lead service delivery for our multi-industry client portfolio. In this role, you will oversee a team of payroll specialists providing managed payroll solutions, drive strict SLA compliance, lead client onboarding projects, and serve as the primary executive escalation point for complex client accounts.
Key Responsibilities
- Client Portfolio & SLA Management: Direct accurate, multi-tenant payroll delivery across a diverse client base, ensuring strict adherence to contractual Service Level Agreements (SLAs) and key performance indicators (KPIs).
- Client Onboarding & Transition: Partner with implementations teams to transition new client accounts onto our platform, defining pay structures, tax rules, and system integrations.
- Relationship & Escalation Point: Act as the primary escalation contact for enterprise clients, resolving complex pay errors, tax adjustments, and platform issues while maintaining high client retention.
- Team Leadership & Account Distribution: Supervise, mentor, and allocate work across payroll specialists assigned to specific client portfolios, conducting regular audit checks for process quality.
- Multi-Jurisdictional Compliance: Stay current on local, state, federal, and multi-entity labor laws and tax regulations to guide clients on statutory changes and audit readiness.
- Process Automation & Workflow Efficiency: Identify bottlenecks in client service workflows and implement standard operating procedures (SOPs) to enhance operational margins and speed.
Requirements & Qualifications
- Education: Bachelor’s degree in Business Administration, Finance, Accounting, or related field.
- Experience: 5+ years of payroll processing experience, with at least 2–3 years in a managerial role within a BPO, PEO, or payroll service provider handling external clients.
- Client Management: Demonstrated ability to manage high-volume, multi-client accounts and deliver against rigid external deadlines.
- Technical Proficiency: Expertise in enterprise payroll engines (e.g., ADP, Workday, Dayforce, UKG) and advanced Microsoft Excel capabilities for client data audits.
Preferred Qualifications
- Certified Payroll Professional (CPP) or Certified Payroll Manager (CPM).
- Experience with international or global managed payroll processing.
- Background in client contract management, scope definition, and software implementation.
Pay: ₹604,601.79 - ₹1,383,519.22 per year
Work Location: In person
