Delivery Lead – HR Shared Services & Payroll Operations

Job Description: Delivery Manager – HR Operations, Payroll & Workforce Administration

Experience: 10–15 Years
Industry: HR Shared Services / BPO / Business Process Management
Function: HR Operations, Payroll & Service Delivery
Employment Type: Full-Time

Job Summary

We are seeking an experienced Delivery Manager to lead large-scale service delivery across HR operations, payroll processing, and workforce administration within a shared services or BPO environment. The ideal candidate will have strong expertise in operational governance, client relationship management, vendor oversight, workforce planning, and continuous process improvement.

The role requires a strategic leader who can manage large, multi-level teams, ensure service excellence, maintain compliance, and drive operational efficiency while meeting business objectives and client expectations.

Key Responsibilities

• Lead end-to-end service delivery for payroll, HR operations, and workforce administration.

• Manage large operational teams, including team leaders, subject matter experts, and specialists.

• Establish and monitor service-level agreements (SLAs), key performance indicators (KPIs), productivity, quality, and turnaround times.

• Drive operational governance, performance reviews, escalation management, and service delivery reporting.

• Build and maintain strong relationships with clients, internal stakeholders, and external vendors.

• Ensure compliance with applicable policies, statutory requirements, audit controls, and data confidentiality standards.

• Lead transition, transformation, and process migration initiatives using structured project management methodologies.

• Analyze MIS reports, operational dashboards, and performance trends to identify risks and improvement opportunities.

• Implement Lean, Six Sigma, and other continuous improvement methodologies to improve productivity and reduce operational errors.

• Oversee workforce planning, capacity management, resource allocation, succession planning, and employee performance management.

• Collaborate with senior leadership to develop service delivery strategies, budgets, and operational improvement plans.

• Ensure consistent delivery standards, process documentation, business continuity, and risk mitigation.

Required Skills and Qualifications

• 10–15 years of relevant experience in HR operations, payroll, workforce administration, or shared services delivery.

• Strong experience managing large teams in a BPO, shared services, or global business services environment.

• In-depth understanding of payroll operations, employee lifecycle administration, and workforce management.

• Proven expertise in client management, vendor governance, and senior stakeholder engagement.

• Strong knowledge of SLAs, KPIs, quality frameworks, operational governance, and escalation management.

• Advanced skills in MIS reporting, data analysis, dashboards, and performance management.

• Experience managing service transitions, transformation programs, and process standardization.

• Knowledge of Lean and Six Sigma methodologies; Green Belt certification is preferred.

• Excellent leadership, communication, problem-solving, and decision-making skills.

• Ability to manage multiple priorities, drive accountability, and deliver measurable business outcomes.

Preferred Candidate Profile

The ideal candidate is a results-oriented delivery leader with a strong record of managing complex HR and payroll operations, improving service performance, maintaining compliance, and building high-performing teams in a client-focused environment.