Job Description: Senior Manager – HR Shared Services & Payroll Delivery

Experience: 10–15 Years

Industry: HR Shared Services / BPO / Global Business Services

Function: HR Service Delivery, Payroll Governance & Transformation
Employment Type: Full-Time

Job Summary

We are looking for a strategic and experienced Senior Manager to oversee HR shared services, payroll delivery, workforce administration, and operational transformation. This position will be responsible for service delivery excellence, organizational leadership, client and vendor governance, risk management, and the execution of strategic business initiatives.

The successful candidate will bring a combination of operational expertise, people leadership, analytical capability, and transformation experience to ensure scalable, compliant, and cost-effective service delivery.

Key Responsibilities

• Direct and oversee HR shared services covering payroll administration, employee data management, workforce administration, and related HR processes.

• Lead multi-layered teams consisting of managers, team leaders, SMEs, and operational specialists.

• Define service delivery objectives, governance structures, operational standards, and performance measurement frameworks.

• Monitor SLAs, KPIs, productivity, quality, customer satisfaction, and overall operational performance.

• Manage strategic client relationships, vendor partnerships, business reviews, and complex escalations.

• Ensure compliance with internal controls, audit requirements, data privacy standards, and applicable payroll and HR regulations.

• Develop and execute transformation roadmaps to optimize processes, improve service quality, and enhance operational scalability.

• Lead new-client transitions, process migrations, service expansions, and operational stabilization initiatives.

• Use data analytics, MIS reports, and executive dashboards to support strategic decisions and identify performance gaps.

• Drive continuous improvement initiatives through Lean, Six Sigma, automation opportunities, and process reengineering.

• Oversee workforce strategy, capacity planning, budget utilization, resource allocation, and talent development.

• Partner with senior management, HR, Finance, IT, and other business functions to align service delivery with organizational priorities.

• Establish risk management plans, business continuity procedures, and corrective action frameworks.

• Promote a culture of accountability, innovation, collaboration, and continuous improvement.

Required Skills and Qualifications

• 10–15 years of experience in HR shared services, payroll operations, HR service delivery, or BPO operations.

• Demonstrated experience leading large teams and managing complex, multi-process service delivery operations.

• Strong knowledge of payroll management, HR operations, employee administration, and workforce planning.

• Proven ability to manage client relationships, vendor performance, governance forums, and executive-level escalations.

• Expertise in operational metrics, SLA management, KPI tracking, MIS, analytics, and performance dashboards.

• Experience in strategic planning, organizational transformation, service transitions, and process optimization.

• Strong understanding of compliance, audit readiness, operational risk, and internal controls.

• Knowledge of Lean, Six Sigma, and structured continuous improvement frameworks; Green Belt certification is an advantage.

• Excellent leadership, stakeholder management, negotiation, and change management capabilities.

• Strong business acumen with the ability to translate operational insights into strategic action plans.

Preferred Candidate Profile

The preferred candidate will be a strategic HR shared services leader with a proven track record of improving operational performance, managing large-scale payroll and HR delivery, strengthening client partnerships, and implementing transformation initiatives within a BPO or global shared services organization.