COS Sys Payroll Processing Pune BPO 172175 - Internal

Job Description
Operations Manager Managed Payroll Services (COS)

Overview & Scope
The Operations Manager will lead Managed Payroll Services operations across the Lyric, Enterprise, and Vantage segment for NAS- COS ensuring exceptional service delivery, operational excellence, client satisfaction, and associate engagement. This role is responsible for managing multiple payroll operations teams, fostering strong partnerships with Business Units, driving client retention and growth, and building a high-performing organization focused on quality, compliance, productivity, and continuous improvement.
The leader will be accountable for end-to-end payroll service delivery, operational governance, talent development, stakeholder management, and strategic execution. The role requires a seasoned payroll operations professional with a proven track record of leading large teams in a fast-paced client service environment.
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Key Responsibilities

Lead Managed Payroll Services operations across Lyric, Enterprise, and Vantage client portfolios, ensuring consistent delivery of accurate, compliant, and timely payroll services.
Drive operational excellence through achievement of key performance metrics including quality, productivity, client satisfaction, payroll accuracy, SLA adherence, and associate engagement.
Build strong partnerships with clients, Business Units, and cross-functional stakeholders, acting as a senior escalation point and trusted advisor.
Lead, coach, and develop managers and associates, fostering a culture of accountability, collaboration, continuous learning, and high performance.
Drive workforce planning, talent development, succession planning, and retention strategies to ensure organizational readiness and growth.
Champion process improvements, automation, standardization, and transformation initiatives to enhance client experience and operational efficiency.
Ensure compliance with payroll regulations, internal controls, audit requirements, and organizational policies.
Manage operational governance, business reviews, risk mitigation, and reporting while balancing client needs, business objectives, and financial performance.
Promote innovation, continuous improvement, and best practice sharing across teams to support business growth and service excellence

Required Qualifications

Bachelor's degree in any discipline.
Prior Payroll Manager experience is mandatory for US Clients
+10 years of experience in Operations, Managed Payroll Services, or Payroll Service Delivery environments.
Demonstrated success in managing complex payroll operations and large client portfolios.
Experience working with enterprise and mid-market clients in a service-based environment.
Proven ability to manage multiple priorities, stakeholders, and client relationships simultaneously.
Strong knowledge of payroll processing, service delivery management, controls, compliance, and operational governance.
Excellent communication, presentation, stakeholder management, and influencing skills.
Strong analytical, problem-solving, and decision-making capabilities.
Experience driving operational transformation, process improvement, and organizational change.

Additional Skills:

Proven ability to manage multiple projects and multiple relationships simultaneously
Proven ability to effectively direct and lead an operation in attaining cost avoidance, client satisfaction, and associate engagement and retention goals.
Strong interpersonal skills
Open to US day/ India night shifts
Possesses good judgment and the ability to foster teamwork and support upper management decisions.
Must work well under pressure.
Knowledge of approaches, tools, and techniques for gaining the cooperation and support of others.
Ability to work in a Matrix structure
Ability to collaborate and work effectively as part of a team.
Ability to resolve conflicts and bring out converg
Shift:Service( 06:30 PM - 03:30 AM)
Skill:Payroll
JobCode:International Payroll
Grade/Level:G4L1
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