India Payroll Operations Supervisor

Rippling gives businesses one place to run HR, IT, and Finance. It brings together all of the workforce systems that are normally scattered across a company, like payroll, expenses, benefits, and computers. For the first time ever, you can manage and automate every part of the employee lifecycle in a single system.

• →4+ years in payroll operations, payroll compliance, or payroll service delivery, with practical India payroll experience.
• →3+ years managing, leading, or supervising teams in operations or service delivery.
• →Working knowledge of TDS, professional tax, EPF, POI, quarterly filings, Form 16, and vendor-supported payroll operations.
• →Experience with hiring, onboarding, coaching, capacity planning, and performance management.
• →Strong customer orientation across escalations, high case volume, SLAs, backlog management, QA, and CSAT.
• →Track record of improving processes, controls, SOPs, playbooks, and operating outcomes.
• →Strong collaboration with technical, product, support, compliance, vendor, and client-facing teams.
• →Exceptional written and verbal English communication for customers, executives, vendors, and internal partners.
• →Strong judgment, prioritization, root-cause analysis, and problem-solving skills.
• →Proficiency with Google Workspace and/or Microsoft Office; Salesforce, JIRA, or Confluence experience is a plus.
• →Ability to work a schedule aligned with approximately 2:00 PM–10:00 PM IST, with flexibility for cross-time-zone partnership as needed.

- Manage, coach, and develop a team of India Payroll Operations specialists, setting clear expectations around quality, ownership, responsiveness, and customer experience.

- Create meaningful growth opportunities for team members through regular feedback, mentorship, training, knowledge sharing, and clear development plans.

- Own hiring, onboarding, training, and capacity planning as the team continues to scale.

- Build a high-performing team culture grounded in accuracy, accountability, strong communication, operational discipline, and continuous improvement.

- Oversee day-to-day India payroll workflows, ensuring timely and accurate execution across the team.

- Manage complex escalations and customer-impacting issues with strong judgment, clear communication, and effective follow-through.

- Maintain strong customer outcomes across time to first response, backlog management, case resolution, escalation handling, and CSAT.

- Strengthen existing QA standards, audit routines, case review processes, SOPs, playbooks, and escalation frameworks as the team scales.

- Support operational quality across India payroll compliance activities, including TDS, professional tax, EPF, quarterly filing support, annual POI, Form 16 coordination, and related payroll activities.

- Identify opportunities to make existing workflows, controls, documentation, tooling, and operating rhythms more scalable and efficient.

- Manage external vendors and partners, holding them accountable to timelines, quality expectations, issue resolution, and escalation standards.

- Use operational data, QA findings, customer feedback, and team insights to identify root causes and drive durable improvements.

- Define and track key operating metrics, including SLA adherence, accuracy, rework, escalation trends, case volume, vendor performance, team capacity, backlog, and customer satisfaction.

- Collaborate closely with R&D, Support, Product, Engineering, Compliance, Customer Success, and other Operations teams to resolve issues and improve how India payroll is delivered.

- Translate operational pain points into clear product requirements, tooling needs, and process recommendations.

- Represent India Payroll Operations in cross-functional discussions with strong judgment, concise written communication, and the ability to influence senior stakeholders.

- Partner on product launches, audits, tooling improvements, and process changes that improve reliability, customer experience, and team efficiency.

• Experience in a SaaS, HRIS, payroll technology, or global payroll environment.
• Experience partnering with R&D, Product, Engineering, or Support teams to improve tooling, automation, case workflows, or product reliability.
• Experience using AI or automation to improve operations, quality, case management, knowledge management, or team productivity.
• Experience building operational metrics, QA programs, dashboards, audit frameworks, or customer experience programs.
• Prior experience leading a payroll operations team through scale, process maturity, or operating model change.