The Manager – BAU is responsible for end-to-end global payroll operations, ensuring accurate, timely, and compliant payroll delivery for all clients. This role drives operational efficiency, automation, workforce development, and service excellence, aligning with the organization’s digital transformation strategy. The role supports the Director – BAU in optimizing payroll outsourcing and SaaS BAU services through process automation, data-driven decision-making, and strong people leadership.
- Lead global payroll operations teams to ensure efficient payroll processing and SaaS service delivery.
- Drive automation initiatives, integrating AI, machine learning, and process automation into payroll workflows.
- Collaborate with Product and Technology teams to enhance payroll platforms and SaaS capabilities.
- Ensure compliance, data security, accuracy, and adherence to SLAs across all clients.
- Reduce payroll processing time by 20% within 6 months through process optimization.
- Lead, mentor, and develop payroll leaders and specialists.
- Implement succession planning and targeted training programs (payroll compliance, SaaS, automation).
- Foster a high-performance, engaged culture with attrition reduced below 15%.
- Promote employee well-being, engagement, and career growth.
- Use BI tools and analytics to monitor KPIs, forecasting, compliance, and customer satisfaction.
- Deliver monthly operational performance reports with actionable insights.
- Lead quarterly compliance audits and oversee payroll tax, wage, and statutory compliance.
- Achieve zero major compliance breaches within 12 months through automated monitoring.
- Identify and deploy automation to eliminate manual workflows and improve accuracy.
- Standardize payroll processes globally with scalable, repeatable SOPs.
- Implement automated reconciliation and governance frameworks.
- Drive continuous improvement using lean methodologies.
- Maintain strong relationships with clients and channel partners, achieving 95%+ customer retention.
- Lead structured customer success and governance programs.
- Manage escalations and ensure rapid resolution of critical issues.
- Support sales, marketing, and business development through pre-sales support, RFPs, and solution presentations.
- Maintain audit-ready process documentation aligned with contractual scope.
- Track and report SLAs, service quality, and performance trends.
- Conduct bi-annual employee and client satisfaction surveys (target 90%+ satisfaction).
- Strong leadership, communication, and stakeholder management skills.
- High attention to detail, analytical thinking, and problem-solving ability.
- Proficiency in payroll systems, SaaS platforms, ERP/HCM tools, and MS Office/Google Workspace.
- Deep knowledge of global payroll compliance and data confidentiality.
- Bachelor’s degree in Business, Finance, Accounting, HR, or related field (Master’s preferred).
- 5–7 years’ experience in global payroll outsourcing and multi-regional payroll operations.
- Proven leadership in payroll technology, SaaS delivery, automation, and compliance management.