India CAM 171973 - Internal

The Service Manager will lead Services operations across the APAC Celergo segment for ESI Global Payroll ensuring exceptional service delivery, operational excellence, client satisfaction, and associate engagement. This role is responsible for managing multiple service operations teams, fostering strong partnerships with payroll partners (In Country Partners), Clients, Stakeholder management, driving client retention and growth, and building a high-performing organization focused on quality, compliance, productivity, continuous improvement and change management.

The leader will be accountable for end-to-end payroll service delivery, operational governance, talent development, and strategic execution. The role requires a seasoned payroll operations professional with a proven track record of leading large teams (Leader of Leaders) in a fast-paced client service environment.

• →Bachelor's degree in any discipline.
• →Prior Global Payroll Manager experience is a must
• →10+ years of experience in Operations, Managed Global Payroll Services, or Global Payroll Service Delivery environments.
• →Knowledge of Celergo business and its eco-system is an added advantage
• →Excellent stakeholder, client escalation management skills - while juggling multiple competing priorities.
• →Demonstrated success in working with enterprise, mid-market and digital (small) clients in a service-based payroll environment.
• →Proven ability to manage multiple priorities, challenging payroll situations and stakeholders, and client relationships simultaneously.
• →Strong knowledge of managed global payroll processing, service delivery management, controls, compliance, and operational governance in a multi-country payroll setup.
• →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.
• →Driven & delivered business improvements initiatives; collaborated with multiple stakeholders.

• 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 work in flexible hours based on business and client needs while primary responsibility would be in APAC shift
• 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 complex Matrix structure 
• Ability to collaborate effectively, an excellent team player, ability to resolve conflicts and bring convergence
• Ability to address training and career development needs of individuals, teams or organization. 
• Must show adaptability and an innate ability to learn new cultures and get along with people from different backgrounds across the globe.