Senior Manager – BAU 

Job Details

Category:

Human Resources

Career Level:

Experienced (Non-Managerial)

Experience:

10 Years

Required Qualification:

Skills and qualifications: Required competencies: Leadership: Strong ability to lead, mentor, and manage a team of payroll specialists. Analytical Thi

Requires Traveling:

No

Salary:

Salary Not disclosed

Salary Type:

Per Month

Total Vacancies:

1

Skills

senior managerpayrolloperationsdrivesautomationdevelopmentservice excellencedigital transformationstrategydirectoroutsourcingsaasactivitiesprocess automationmanagementglobalteampayroll processingservice deliveryserviceenhancementsprocessmachine learningproducttechnologycompliancesecurityslasoperational excellencerisk managementforecastingtax complianceprocess optimizationstandardizationplatformsprocessingperformancestandard operating proceduresaccount managementstakeholder managementkey accountsseniorbusiness developmentprocess documentationregulatory complianceperformance monitoringsenior management

Description

The Senior Manager – BAU oversees the end-to-end payroll operations, ensuring the accurate, timely, and compliant payroll delivery for all clients. This role drives operational efficiency, automation, workforce development, and service excellence, aligning with the company’s digital transformation strategy. It supports the Director – BAU in optimizing payroll outsourcing and SaaS BAU activities through process automation, data-driven decision-making, and workforce development.

• Manage the global payroll operations team to ensure efficient payroll processing and SaaS service delivery.
• Implement automation-driven service enhancements, integrating AI, process automations, and machine learning into payroll workflows.
• Work with Product & Development teams to optimize payroll technology and SaaS platform capabilities.
• Deploy emerging automation technologies to enhance compliance, security, and accuracy.
• Ensure strict adherence to SLAs, delivering high-quality payroll services across all clients.

• Lead and mentor payroll team leaders and specialists, fostering a high-performance culture.
• Develop and implement succession planning programs to strengthen leadership pipelines.
• Introduce targeted training programs focused on payroll compliance, SaaS technologies, and operational excellence.
• Drive initiatives that promote employee well-being, engagement, and career growth.
• Reduce attrition rates below 15% through effective workforce engagement strategies.

• Utilize predictive analytics and BI tools to optimize payroll forecasting and decision-making.
• Develop real-time dashboards to monitor key payroll KPIs, compliance, and customer satisfaction.
• Establish monthly payroll operations reports with actionable insights.
• Ensure strict compliance with applicable payroll regulations.

• Lead quarterly compliance audits and implement necessary updates.
• Oversee payroll tax compliance, wage regulations, and statutory reporting.
• Establish governance models for discrepancy resolution and SLA tracking.
• Ensure zero major compliance breaches through automated monitoring within 12 months.

• Identify and implement automation opportunities to optimize payroll operations and improve accuracy.
• Work closely with Product & IT teams to enhance payroll SaaS platforms and integrate AI-driven process improvements.
• Deploy process automations to eliminate manual workflows and increase processing speed.
• Standardize payroll operations and workflows across multiple regions to ensure uniform service quality.
• Develop scalable, repeatable processes that reduce variability and operational inefficiencies.
• Use BI tools and analytics dashboards to continuously monitor efficiency, performance trends, and automation impact.
• Foster a culture of continuous improvement, driving lean methodologies to eliminate waste and improve payroll delivery speed.
• Implement automated reconciliation processes to ensure accuracy and reduce the need for manual interventions.
• Define global payroll best practices and establish governance frameworks to enforce standard operating procedures (SOPs) across all markets.
• Collaborate with cross-functional teams to enhance interdepartmental workflows and increase end-to-end payroll efficiency.

• Develop and maintain strong relationships with clients and channel partners to ensure high levels of satisfaction and retention.
• Drive 95%+ customer retention by delivering exceptional service and proactively addressing customer needs.
• Implement structured customer success programs to enhance client engagement and loyalty.
• Work closely with sales and account management teams to onboard and support new clients and partners effectively.
• Monitor client feedback and satisfaction surveys, ensuring continuous improvement in payroll services and SaaS offerings.
• Define and track customer success KPIs, ensuring alignment with business goals and strategic priorities.
• Optimize partner enablement programs, providing training, resources, and support to enhance service delivery.
• Leverage channel partnerships to expand market reach and improve overall service scalability.
• Establish escalation protocols to resolve critical client issues swiftly and efficiently.

• Develop and maintain strong relationships with internal and external stakeholders, ensuring seamless communication and alignment.
• Implement client governance frameworks, ensuring consistent and structured engagement with key accounts.
• Conduct regular client governance meetings to review SLAs, service quality, and continuous improvement opportunities.
• Act as a trusted advisor for clients, identifying strategic opportunities for service enhancements.
• Ensure client satisfaction and proactive problem resolution through structured governance models.
• Align stakeholder expectations with service delivery, ensuring transparency in operational processes.
• Collaborate with senior leadership and cross-functional teams to address strategic client needs and business expansion opportunities.
• Support the business development teams by identifying and assisting with new lead generation and business development opportunities.
• Collaborate with sales and marketing teams to provide insights into payroll solutions and automation-driven service offerings.
• Assist in pre-sales efforts, including presentations, RFP responses, and showcasing payroll technology capabilities to potential clients.
• Leverage industry knowledge to identify expansion opportunities and recommend service enhancements aligned with market needs.

• Establish and maintain comprehensive process documentation for all payroll operations and workflows.
• Ensure alignment with contractual agreements, ensuring scope compliance in service delivery.
• Develop and implement governance models to track and enforce process adherence across all client accounts.
• Standardize operational procedures, ensuring clarity, consistency, and compliance with industry best practices.
• Conduct periodic process reviews to identify gaps, inefficiencies, and areas for enhancement.
• Collaborate with legal and compliance teams to mitigate risks associated with scope creep or operational deviations.
• Develop audit-ready documentation to support regulatory compliance and client audits.

• Develop and track payroll SLAs across all clients.
• Provide monthly insights and recommendations to senior management.
• Conduct bi-annual employee and client satisfaction surveys, targeting 90%+ satisfaction rates.
• Reduce payroll processing time by 20% through process optimization within 6 months.