HR & Payroll Operations Senior Manager

We’re excited to kick off a new chapter at SD Worx As we grow our SAP MPS (Managed Payroll Services) and BPO capabilities, we’re building a **brand-new team** and seeking talented individuals at all levels. If you're passionate about Payroll and HR outsourcing and want to be part of an international team delivering innovative solutions, this is your chance to make a real impact.

**About the role**:
As Operations Senior Manager, you will play a** key role in co-creating and shaping the new International SAP MPS and BPO organization**, working closely with senior management and the other Operations Senior Manager to define the structure, processes, and teams for this exciting venture.

We are looking for an experienced and motivated leader to oversee our International Managed Payroll Services (MPS) and BPO team and drive operational excellence. This role is pivotal in managing the day-to-day payroll operations within our outsourcing services while ensuring that client relationships are effectively maintained. You will work closely with the Payroll Country Leads and the Operations Senior Manager to ensure smooth and efficient operations, guaranteeing services are delivered with the highest level of quality and timeliness.

You will also have full responsibility for staffing, recruitment, and the ongoing development of team members, ensuring alignment with both client expectations and organizational goals.

**Which tasks can you expect?**
- Lead and manage the Payroll Operations (MPS) and BPO team, ensuring accurate and timely payroll processing and delivery in accordance with the contractual scope and Service Level Agreements (SLAs).
- Own client relationships, ensuring high-quality service delivery and effective communication.
- Collaborate with the other Operations Manager and Payroll Country Lead to actively participate in monthly client review meetings, preparing and presenting reports on KPIs and service delivery performance.
- Calculate and manage Service Level Credits when applicable, ensuring the team meets SLA requirements and addressing any deviations.
- Act as an escalation point at the country level when local teams are unable to resolve issues or when clients escalate matters, ensuring effective resolution in alignment with global standards and client expectations.
- Collaborate with the Global Process Owner on continuous improvement initiatives, identifying opportunities to optimize payroll processes.
- Take full responsibility for the staffing plan and recruitment process, selecting new team members who align with both the team’s and client’s needs.
- Conduct team evaluations, provide feedback, and support the professional development of individual team members.
- Support the development and implementation of training materials and programs for team members.
- Manage team performance, including goal setting, performance reviews, and coaching to support growth and skill enhancement.
- Promote a positive work culture, encouraging collaboration, professional growth, and high levels of engagement.
- Collaborate with peers and senior management to align payroll operations with overall organizational goals.

**Key qualifications**:

- 8 - 12 years of experience in HR and payroll outsourcing in an enterprise business environment, with at least 5+ years of experience in a managerial role.
- Strong understanding of payroll processes, compliance, and regulations (global payroll standards).
- Experience in managing client relationships and delivering payroll services to multinational clients.
- Experience with Service Level Agreements (SLAs) and KPI measurement and reporting.
- Demonstrate the ability to work under pressure, prioritize tasks for the team effectively, and ensure high levels of client satisfaction.
- Leadership skills with a focus on team development, recruitment, and performance management.
- Excellent communication and interpersonal skills with the ability to manage client relationships and collaborate across teams.
- Strong problem-solving and decision-making abilities.
- Ability to drive process improvements and manage operational efficiency.
- Ability to manage multiple priorities in a fast-paced environment and meet client needs efficiently.
- Excellent English (both verbal and written)

**Skills considered an asset**:

- Experience in a Payroll and BPO outsourcing environment is preferred.
- Certification such as CPP, CPS or CPM is a plus.
- Experience with SAP SuccessFactors, SAP Payroll, Call Centre technology, HR analytics and automation tools is a plus.
- Ability to work in a fast-paced, dynamic environment with a focus on continuous improvement.

**What do we have to offer?**
- An attractive salary based on your experience and achievement. And the freedom to compose your personal benefit package.
- A dynamic environment: flexible working hours and working from home - everything is negotiable.
- Learning opportunities: through an individual development plan and professional trai