HRO Total Source PSGI- Operations 172196 - Internal

Position Summary Total Source Payroll Service Manager The HRO Total Source team manages multiple functions of Payroll Service Group. Within the PSGI space this team is responsible for managing clients payroll chat, Wage Garnishments, Time & Leaves Management & Termed client Services operations for PEO clients. Key Responsibilities: Oversee the daily activities of the Total Source operations within Hyderabad. Monitors various standards including internal tNPS, Client Engagement, AHT, productivity, and ensures targets and service level agreements are achieved. Responsible for taking a lead in escalations and getting on calls with clients whenever required. Should manage a span of control of 60+ associates & work with Front line leaders to run smooth operations. Supervise team and provide direction, feedback and assistance whenever needed. Develop and drive to completion plans for special projects, Issues Logs and ongoing requirements & manage the execution Drives strong Employee Engagement and ensures grievances from teams are addressed Translate the Total Source Business strategy for Payroll teams into actionable goals and aligns these functional goals to impact key financial drivers and metrics Develops talent for the benefit of ADP and his/her own organization Identifies clients business challenges and the markets they serve and seeks client feedback to make informed business decisions Build strong partnerships with the US partners to ensure transparent, clear and regular communication and deliver results as expected.
Shift:Service( 05:30 PM - 02:30 AM)
Skill:Voice Payroll
JobCode:Leadership
Grade/Level:G4L1
##LI-DNISkills & Competencies B.Com or equivalent completed (MBA preferable) Should have experience in managing extended teams for at least 3 years and should be an existing people leader Experience in driving team engagement & handling difficult conversations Experience in coming up with plans to meet team KPIs and improve overall efficiency Adept with Automation, usage of AI tools, collaboration with product/dev is an added advantage Proficient in making executive level presentations/decks for key stakeholder reviews Should have excellent communication (written and verbal) and interpersonal skills with a proven record of strong stakeholder engagement Should be adept in using strategic tools, Lean models to identify process improvements and work with Development teams internally to drive efficiency Should have experience in managing stakeholders and counterparts onsite (US counterparts) Should have a proven track record of strong governance in delivering business results Should have strong analytical skills with ability to use data to drive efficiencies and make decisions Should be a self-driven individual with a proven track record of strong engagement in the organization Should be open to work in the US shifts & office location is Hyderabad