This role is of a Frontline Leader who will be responsible to lead a group of Voice associates to accomplish business goals in the US PST Timeone, while focused on delivering Effortless Payroll experience to clients. The role includes supervising a team of payroll skilled voice associates managing overflow call support for HRO India Up-market segment. The leader should act as escalation point with the client when the need arises and expected to be highly focused on Contact reduction and driving transformation to bring in efficiencies in the overall support model.Essential Duties and Responsibilities:oResponsible to understand the HRO CS strategy, align and drive for its overall successoResponsible for Service Delivery, Associate Engagement, Business Unit Engagement and Talent Management (Acquisition, Development & Retention and Rotation/Succession Planning)oDevelop and run a high performing organization that will recognize its role in providing a sustainable & competitive advantage to HRO CS payroll operations through Operational Efficiency, Developing Centers of Excellence, Innovation and Thought Leadership.oSpecific focus on driving service excellence through improving payroll quality and scaling efficiencies.oRequired to be sensitive to the Client needs/feedback & develop plans to improve client experience.oEnsure that domain expertise is given the utmost importance through constant monitoring, refreshers & trainings and develop expertise through SME,



domain certifications.Focus a robust performance gauging mechanism through PMS & drive towards a constructive/ timely feedback system.oReviews performance goals and process documentation from time to time to ensure relevance and raising the teams standard of performance in alignment with organizations goal.oResponsible for regular connects with BU counterparts (senior leaders, managers and subject matter experts) through periodic touch points.oTo organize and lead meetings with key stakeholders as needed to review project status and discuss issues, risk, resolutions, possible mitigation plan and workaround as needed.oFocus on transformation through driving awareness, encouraging ideas, pushing for implementation & deriving quantification.oWork on associate development through cross training, certifications, HRO Roadmaps, online courses etc.oEffectively leads the team by focusing on associates engagement and career progression.oInspires associates to perform at their best, to exceed business goals, by using performance management toolsoManaging projects as assigned and organizing teams to assist in these efforts
Shift:Service( 06:30 PM - 03:30 AM)
Skill:Payroll
JobCode:Leadership
Grade/Level:G3L2
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Graduate
Willing to work in US/Night Shifts and a voice role - PST Timezone
Excellent Communication skills.
Prior Client Facing Role experience and people management experience is essential.
FPC/CPP certification and US Payroll Experience will be an added advantage
Worked for minimum 2 years in the current role/process.
Has not been in any coaching or PIP in the past 2 years

📌 HRO CS Upmarket Payroll - Hyd 172108 - Internal (Hyderabad)
🏢 ADP
📍 Hyderabad