Delivery Lead/Mgr - Payroll Operations

Role purpose:

To build, implement and lead a team responsible for the end to end service delivery [Data Management & India Payroll Governance in Global HR Operations, across all the said geographies. It includes updating and maintenance of all employee records so that employees are satisfied, payments made to employees is accurate, there is no financial loss to organization and the information can be relied upon to make people related decisions.

This is a role with global accountability and will support the design and implementation of GSS integrated service solution to develop Bangalore as a center of expertise by:

1. Building standard, scalable, global processes

2. Ensuring operational efficiency and improvements, quality and cost effectiveness

3. Leading design and implementation of process controls to ensure compliance with complex regulatory requirement

4. Lead proactive engagement with various HR functions across Hub to leverage best practice

5. Benchmarking with Industry best practices and develop strategy to lift the maturity profile of HR Operations

As process governance for India Payroll, the role will be the custodian of the India global payroll process and strategy. The role will need to work with other GPOs, HR Systems, Process effectiveness, and payroll delivery teams to develop and maintain the global end-to-end process & payroll delivery strategy to ensure that organization payrolls meet the key objectives, of compliance, efficiency, accuracy and ease of use now and in the future.

Accountabilities

Financial:

- Ensure that resources match workloads. Target - Output per paid hour is maintained

- Drive operational efficiency to deliver services below planned budget – Target 10% below

- Create cross functional project teams and provide adequate training to improve operating knowledge and reduce risks

- No financial losses due to mistaken payments

Customer:

- Provide high quality and reliable service delivery to customers within agreed SLAs and time frames.

- Identify opportunities to educate customers on policies and processes.

- Assist with handling complex and senior management customer escalations and support in coordinating and implementing short and long term solutions where required.
Application of specialist policy and legislation knowledge and the ability to apply problem-solving skills to complex queries, to ensure accurate and timely resolution for the customer

- Partner with various HR teams where required to ensure coordination and information sharing between HR and Data management teams

- Seamless transition of any new acquisitions or new geographies (support setup of HR processes across Manila and Chengdu hub)

Process:

- Timely and appropriate completion of all assigned processing requests

- Provide direction to re-engineer processes and encourage continuous improvement teams to identify and implement process improvements.

- Process mapping and documentation is developed, updated and maintained (level 4 processes and checklists); including location specific procedures and works instructions consistent with agreed processes

- Accountable for all risk and compliance procedures and controls. Develop tools and techniques and track key indicators to track and control process capabilities and mitigate risk that reflects in a positive audit rating.

- Build a center of expertise where processes are standard, global, scalable and efficient and subject matter knowledge is best in class and can be relied upon

People:

- Develop and lead a team of staff with a positive mindset that delivers for the customer

- Recruit and train to have the right capability in the teams through technical and soft skill enhancement

- Proactively facilitate discussions on grow plan

- Effective backup and succession planning

- Seamless transition into the new working model

- Oversight of performance management

- Facilitate, champion and implement change

Risk/compliance/behaviors:

- Ensure confidentiality and information is stored appropriately.

- Ensure services delivered comply with legislative and regulatory requirements, policies, processes and standards.

Skills, knowledge & experience:

- Well-developed interpersonal skills with the ability to communicate effectively with key stakeholders, all levels of employees and management

- Has a process mindset with a good understanding of operations disciplines

- Experience in the customer service industry (preference for knowledge in payroll and Peoplesoft)

- Experience in leading the team. Strong leadership and a high level of ability to motivate staff to achieve personal and business objectives

- Proven analytical, influencing and problem solving skills combined with the ability to identify risks and impacts as well as possible solutions and corrective actions

- Understanding of the need to mitigate business operational risks in line with established risk management and compliance frameworks

Contact at vivek.m@ikyaglobal.com