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 client’s 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 robust Employee Engagement and ensures grievances from team’s 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.

Skills & 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

Eligibility Criteria: Graduate in any discipline with over 10 to12 years of essential experience in being part & leading operations/ back office teams.

Should have experience leading Assistant Managers/ Supervisors. Proven proficiency in prioritizing critical client issues and managing workflow.

Working knowledge of Client service environment.

Superior Written and Oral English skills are a must. Strong interpersonal, conflict management and mentoring skills.

Strong balance with situational leadership and strategic thinking competencies.

Deep domain expertise in overall service operations.

Strong executor ability to work in a changing fast paced environment.

Passionate about delivering world-class service and satisfaction to all clients internal, external, diverse and emerging.

Additional Skills: Proven ability to manage multiple projects and multiple relationships simultaneously.

Proven ability to effectively direct and lead an operation in attaining cost avoidance, client satisfaction, and associate engagement and retention goals.

Strong interpersonal skills and Open to US Day/ India night shifts.

Possesses good judgment and the ability to foster teamwork and support upper management decisions.

Must work well under pressure. Knowledge of approaches, tools, and techniques for gaining the cooperation and support of others.

Ability to work in a Matrix structure,



Ability to collaborate and work effectively as part of a team.

Ability to resolve conflicts and bring out convergence, Ability to address training and career development needs of individuals, teams or organization.

Must show adaptability and an innate ability to learn new cultures and get along with people.

US Benefits knowledge is preferable but not must.

Overview & Scope: To lead the Benefits Specialist and File delivery operations teams in the NAS Benefits Domain.

The leader will be engaged in sustaining the Client Centric Model & also in scaling up the Configuration Analyst Team to optimum production.

Ability to drive changes across the spectrum of people, processes and clients to support the Digital Transformation initiatives.

Should balance multiple concurrent priorities in the Upmarket and Core market segments for the clients. Formulate rapid deployment approaches to enable decoupling initiatives and migrate clients to our strategic platforms.

Collaborate with cross functional teams like the HCMs, Service partners, Project Managers for a successful Year End.

The role will involve working fully in US day/ India night shifts.

The leader will be reporting to the Benefits Group Manager.

Essential Responsibilities: The role entails overall responsibility for all aspects of day to day Benefits operations including but not limited to: Gain commitment, alignment and engagements in ADPs Mission, Vision and Values.

Competency that demonstrates Business Leadership/ People Leader/ Market Leadership.

Believes & imbibes the strategy/ vision of Simplify. Innovation. Growth. Demonstrates excellent planning & organizational skills to establish & sustain high performing teams.

Ownership towards Talent Management Attraction, Engagement, Motivation, Development and Retention.

Accountable for Service Delivery impacting positive business value.

Client Focus Drive strong Business unit engagement, Client relationships and Experience.

Partners with international business units to build relationships, develop site goals, drive consistent performance, ensure open and continuous communications and highlight areas of ADP Service Improvement.

Willingness to work in a fast paced environment & demonstrates passion for accuracy & speed

📌 Operations Manager - Service Delivery (Hyderabad)
🏢 ADP
📍 Hyderabad