Payroll Service Delivery Manager at Microsoft

This position is responsible for providing oversight of the Payroll Business Processes for the Microsoft Subsidiaries in Middle East, Africa and other possible assigned Subsidiaries and, to include the BPO Provider, Controller Community and central support functions in a designated region or hub.

He/She will Co-ordinate, direct and control payroll preparation, processing and distribution.  This position will be the Finance Operations in-the-field local contact to provide Consultancy support payroll process, transition and, stabilization, local governance to the BPO SLA, while ensuring Sub satisfaction on all levels relating to Payroll Services. The position will be based in India. reporting to Payroll Director for APAC and MEA

Responsibilities

Relationship Management

• Serve as Point of Contact (POC) for Controller Community within designated region
• MS advocate for designated subs to the BPO vendor while setting and managing expectations for each local relationship
• Participate in setting ongoing goals and objectives for the outsourced relationships
• Identify and mitigate risk across outsourced relationships
• Maintain open and effective communications with all clients 

Customer Partner Experience

• Solicit feedback from internal and external business partners to manage gaps in service or missed expectations
• Measure and use feedback to prioritize opportunities and continually add value to the business
• Support issue management and escalations in designated region related to BPO provider and payroll critical issues
• Support any issue resolution process that arise and bring it to closure
• Foster an environment in which client needs and requirements are anticipated and met, reducing need for escalations between BPO provider and local sub
• SPOC for Change requests and Change controls needed by Sub; ongoing with BPO provider 

Service Governance

• Represent the Payroll BPO Provider within local region
• Identify regional opportunities to maximize and optimize global processes. Provide recommendations for continuous improvements
• Support BPO performance through continuous process improvement
• Provide actionable feedback between Sub and BPO provider for ongoing assessments of controls. 

Improvements Focus 

• Project Support Role: Single Point of contact for both BPO and MS implementation teams during system integrations and implementation within region
• Stabilization and Improvement : Ongoing responsibility for stabilizing and improving the new Global Payroll model, looking for every opportunity to impact effectiveness, increase efficiency and improve overall client satisfaction

Qualifications 

Basic Qualifications:

• BA/BS degree in Business, Finance, Accounting, Computer Science or Engineering
• Must have end to end payroll knowledge for Multi Country enterprise (Min 10+ years payroll exp)
• Middle East and Africa Payroll knowledge
• Excellent communication skills
• Payroll and data analysis experience and knowledge
• Advanced EXCEL user
• Excellent relationship management skills and previous experience in managing client relationships
• Capability and flexibility to meet customer demands
• Ability to multitask and prioritize quickly with multiple requests
• Ability to react quickly and professionally in high stress situations 

Preferred Qualifications:

• International working experience for Multinational corporations (statuary, regulatory and cultural) and SAP software experience are a plus
• Additional languages are advantage
• Multi-country employment tax knowledge