Role & responsibilities

1. Operations Leadership & Delivery

- Own end-to-end service delivery across international voice channels for US payroll operations.
- Manage a span of Team Leaders / Front Line Managers and indirectly oversee frontline customer support agents.
- Ensure seamless execution of complex payroll workflows, including account setup, pay runs, error/defect corrections, and post-payroll activities.
- Drive consistency across service delivery, process adherence, and customer experience.

2. People Leadership & Capability Building

- Lead, mentor, and develop Team Leaders to build high-performing operational teams.
- Build leadership bench strength and explicit succession pipelines.
- Drive employee engagement, retention, and capability development across all team levels.
- Oversee coaching frameworks, quality calibrations, and performance governance.

3. Customer Experience & Escalation Governance

- Own overall customer experience outcomes and Voice of Customer (VOC) metrics.
- Govern critical escalations involving payroll accuracy, missed/delayed payments, tax implications, and compliance risks.
- Ensure consistent, empathetic, and compliant communication across all customer interactions.
- Drive systemic improvements to reduce repeat contact rates and customer friction.

4. Operational Excellence & Compliance

- Ensure strict adherence to SLAs, service delivery standards, and operational metrics.
- Drive governance around payroll compliance, financial controls, and risk mitigation.
- Analyze operational trends, perform root-cause analysis,



and implement continuous process improvements.
- Partner cross-functionally with Product, Risk, and Compliance teams to resolve systemic workflow issues.

5. Performance Management & Efficiency

- Own performance management across all customer, operational, and workforce metrics.
- Lead data-driven decision-making and continuous improvement initiatives.
- Manage workforce planning, schedule adherence, resource utilization, and team productivity.

Complete List of KPIs You Will Own

- Customer Experience: Customer Satisfaction (CSAT), Net Promoter Score (NPS), Customer Effort Score (CES).
- Resolution & Effectiveness: First Contact Resolution (FCR), Repeat Contact Rate, Escalation Rate.
- Quality & Compliance: Quality Assurance (QA) Score, Payroll Compliance Adherence, Error / Defect Rate.
- Operational Performance: Service Level / Response Time, Average Handle Time (AHT), Schedule Adherence, Attendance.
- Productivity & Efficiency: Contacts per Hour, After Call Work (ACW), Utilization / Occupancy.
- Workforce & People Metrics: Voluntary & Involuntary Attrition, Planned & Unplanned Shrinkage, Employee Engagement (eNPS / Satisfaction), Leadership Effectiveness / Coaching Impact.




- Business Metrics: Conversion Rate / Attach Rate, Revenue Contribution, Customer Retention.

Preferred candidate profile

Preferred Qualifications & Certifications:

- Domain Experience: Experience in Payroll, Accounting, Banking Capital Markets, Financial Services, or SaaS/FinTech environments.
- Functional Knowledge: Strong understanding of US payroll processes, compliance, and financial workflows.
- Niche Skills: Exposure to Fraud Detection and Fraud Disputes.
- Certifications: ITIL Foundation (Axelos) or PMP (Udemy) is preferred

Certifications & Frameworks

- ITIL Foundation (Axelos) for IT/service management governance.
- PMP (Udemy / PMI) for project and operations management.

Industry-Standard Tools (Implied by the Role & Domain)

If you want to add specific software requirements to your Naukri posting or screening process, these are the standard tools typically used in an International Voice / US Payroll Operations SDM role:

1. CRM & Ticketing Platforms: Salesforce Service Cloud, Zendesk, ServiceNow, or Freshdesk.
2. US Payroll / HRIS Software: ADP (Workforce Now / Enterprise), Workday, Paychex, Gusto, or QuickBooks Payroll.
3. Telephony / Contact Center Infrastructure (CCaaS): Genesys Cloud, Avaya, NICE CXone, Five9, or Cisco Finesse.
4. Workforce & Quality Management (WFM/WFO): Verint, NICE IEX, Teleopti, or Aspect.

Work Mode In-Office

Shift-US(Night)

If interested Email your Resume at [email protected]

OR

CALL @ (phone hidden)

📌 Service Delivery Manager International Voice Operations US Payroll (Delhi)
🏢 Mark Makers Consultancy Services
📍 Delhi