Head of Payroll

Center Head Payroll Delivery

Job Location- Pune/Madurai

Role Purpose

The Payroll Delivery Center Head is responsible for leading and managing multi-region

payroll operations, ensuring consistent delivery excellence, compliance, scalability, and

customer satisfaction across all supported geographies. This role owns end-to-end payroll

service delivery, people leadership, process optimization, and operational performance.

Key Responsibilities

1. Delivery & Operations Leadership

Own end-to-end payroll delivery for multiple regions/countries.

Ensure timely, accurate, and compliant payroll processing across all clients and

geographies.

Drive standardization of payroll processes while respecting country-specific statutory

requirements.

Establish and monitor SLAs, KPIs, and quality metrics across delivery teams.

2. Customer & Stakeholder Management

Act as senior escalation point for key clients and complex delivery issues.

Build strong relationships with regional business leaders and key customer

stakeholders.

Ensure high levels of customer satisfaction, retention, and account stability.

Partner with Sales, Transition, and Customer Success teams for smooth onboarding

and growth of accounts.

3. People & Capability Leadership

Lead and develop regional delivery managers and large payroll teams.

Drive a high-performance culture focused on ownership, quality, and accountability.

Ensure adequate staffing, skill development, and succession planning.

Define training frameworks for payroll, compliance, and customer handling.

4. Compliance & Risk Management

Ensure adherence to country-specific payroll laws, tax regulations, and statutory

filings.

Implement strong audit controls, maker-checker processes, and data security

practices.

Proactively identify delivery risks and implement mitigation plans.

Lead internal and external audits related to payroll delivery.

5. Process Excellence & Transformation

Drive continuous improvement using Lean, Six Sigma, or best-practice frameworks.

Lead automation and digitization initiatives to improve efficiency and accuracy.

Partner with Technology teams to enhance payroll platforms and reporting.

Build scalable delivery models for growth and new country additions.

6. Financial & Business Management

Own delivery P&L or cost management for payroll operations.

Optimize cost per payslip and improve productivity metrics.

Support pricing, effort estimation, and solution design for new deals and expansions.

Key Performance Indicators (KPIs)

Payroll accuracy and on-time delivery

Customer satisfaction (CSAT/NPS)

SLA adherence

Audit findings and compliance incidents

Attrition and team productivity

Cost per payslip / operational efficiency

Skills & Competencies

Deep expertise in multi-country payroll operations

Strong knowledge of statutory compliance across multiple regions

Excellent leadership and people management skills

Customer-centric mindset with escalation handling experience

Strong analytical and process improvement capability

Ability to manage complexity and scale

Executive communication and stakeholder management

Experience & Qualifications

15+ years of experience in payroll operations, with at least 5+ years in senior

leadership roles

Proven experience managing multi-country or regional payroll delivery centers

Exposure to global payroll outsourcing or shared services preferred

Bachelors degree in Finance, HR, Business, or related field (MBA preferred)