Operations Manager Service Delivery Manager – FAO & Payroll
Location: Umhlanga KwaZulu-Natal
Work Model: Office-based
Hours: US hours
Benefits: No additional benefits
Industry: BPO / GBS / Shared Services
Experience: 5 years Operations Management
The Opportunity
Were looking for an experienced Operations Manager / Service Delivery Manager to lead a growing Finance & Accounting Outsourcing (FAO) Payroll and GBS delivery operation based in Umhlanga.
This is not a traditional contact centre Operations Manager role.
We need someone who understands the operational detail behind payroll finance and employee administration services while also having the leadership capability to manage people engage clients build processes and successfully ramp new services.
Youll play an important role in developing the South African delivery capability supporting international clients across the UK Ireland US and broader global markets.
What Youll Own
Youll lead service delivery across FAO payroll support and related GBS services including:
Leading coaching and developing operational teams and Team Leaders
Managing payroll processing support employee data deductions benefits pensions and payroll queries
Driving SLA performance quality accuracy productivity and client satisfaction
Supporting the transition onboarding and ramp-up of new international clients
Translating client requirements into delivery models staffing plans SOPs and controls
Managing operational risk compliance data privacy and audit readiness
Building operational capacity as new services and clients come onboard
Producing performance reports capacity forecasts risk logs and improvement plans
Working closely with Sales Implementation HR IT Quality and senior leadership
Driving continuous improvement through Lean Kaizen Six Sigma automation and workflow optimisation
Finance & Accounting Experience
You should have practical exposure to one or more core FAO / Finance Operations areas including:
Procure-to-Pay (P2P)
Order-to-Cash (O2C)
Record-to-Report (R2R)
General Ledger
Accounts Payable / Accounts Receivable
Reconciliations
Cash Applications
Tax or Treasury Support
Management Reporting
Payroll Experience
Strong payroll operations exposure is important for this position.
Were particularly interested in candidates who have managed teams supporting:
Payroll processing and administration
Employee data changes
Deductions
Benefits administration
Pensions / retirement contributions
Payroll reviews and reconciliations
Payroll queries and issue resolution
Experience delivering payroll or payroll-related services on behalf of multiple clients or employee populations would be highly valuable.
What Were Looking For
5 years Operations Management experience within BPO GBS Shared Services FAO Payroll Services HR Operations PEO/ASO or professional services
Strong people leadership and performance management experience
Practical payroll and/or finance operations knowledge
Experience managing client-facing service delivery and SLAs
Experience with transitions ramp-ups knowledge transfer SOP creation and operational stabilisation
International client exposure particularly UK Ireland or US is highly advantageous
Advanced Microsoft Excel skills
Strong understanding of controls compliance information security and data privacy
Confidence engaging with senior internal and external stakeholders
Experience with Sage VIP PaySpace ERP/general ledger platforms payroll applications workflow tools ticketing systems or reporting dashboards would be advantageous.
Qualifications
A Bachelors degree in Finance Accounting Business Administration HR Payroll Management Operations Management or a related field is preferred.
Additional qualifications or certifications in Payroll Accounting Bookkeeping SAPA CIPP ACCA AAT CPA CIMA Lean Six Sigma Project Management or Service Management would be advantageous.
The Person We Want
You understand the numbers but you also understand the people.
You can manage the detail of payroll and finance operations hold teams accountable to SLAs confidently sit in front of a client and build structure where structure is still being developed.
Most importantly you know how to take an operation and make it work make it stable and make it scale.
If you have strong FAO Payroll GBS or Shared Services operations leadership experience and are ready for your next challenge wed love to hear from you.
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Required Experience:
Manager
Employment Type : Full-Time
Experience: years
Vacancy: 1