Company Overview:
Workspend is a leading global provider of contingent workforce management solutions for Fortune 500/Global 2000 clients. Workspend is one of the fastest growing companies in the industry and currently supports over 40 clients to manage their temporary workforce and total talent solutions. Workspend is an innovative company and we are using the latest innovative technologies to disrupt the workforce industry.
Position Summary:
We are seeking an experienced and dynamic EoR/AoR Operations Manager to join our team. The ideal candidate will have extensive experience managing teams across multiple countries, specifically within the employer of record (EoR) and agent of record (AoR) functions. This role requires a strong focus on customer service, ensuring a positive experience for candidates and clients alike, and overseeing the achievement of key performance indicators (KPIs).
MUST HAVE:
- Experience managing a team across multiple countries
- Global Employer of Record experience
- Strong customer service skills, with a focus on the candidate's experience
- Ability to oversee KPI achievement
- LOCATION: Noida/Hyderabad, India (100% Onsite Role)
Key Responsibilities:
- Oversee and manage a diverse team of Payroll Operations Specialists and Coordinators located in the US, Canada, and India.
- Ensure 100% compliance with payroll processing timelines.
- Maintain an average response time of less than 24 hours for internal and external queries.
- Achieve 100% accuracy rate in payroll processing and reporting.
- Conduct regular performance reviews and provide feedback to team members quarterly.
- Ensure all team members meet their individual KPIs and contribute to overall team targets.
- Oversee the successful onboarding and offboarding processes with a completion rate of 99% within the stipulated timelines.
- Conduct Client QBRs both internally for MSP programs and directly with clients to ensure continuous improvement and alignment with client needs.
- Achieve an NPS of 8 or greater from internal and external clients.
SLAs for this role:
- Payroll Processing: Ensure 100% compliance with payroll processing timelines.
- Query Response Time: Maintain an average response time of less than 24 hours for internal and external queries.
- Payroll Accuracy: Achieve a 100% accuracy rate in payroll processing and reporting.
- Onboarding and Offboarding: Oversee successful onboarding and offboarding processes with a completion rate of 99% within the stipulated timelines.
- Performance Reviews: Conduct regular performance reviews and provide feedback to team members quarterly.
- Client Satisfaction: Achieve an NPS of 8 or greater from internal and external clients.
- KPI Achievement: Ensure all team members meet their individual KPIs and contribute to overall team targets.
- Compliance: Ensure 100% compliance with local, state, and federal regulations for payroll and employment practices.
- Process Improvement: Identify and implement process improvements to enhance efficiency and effectiveness of payroll operations.
- Reporting: Provide regular, accurate, and timely reports on payroll, compliance, and team performance to senior management.
- Training and Development: Ensure continuous training and development of team members to keep up with industry best practices and compliance requirements.
Must-Have Qualifications:
- Excellent communication skills.
- Proven experience managing teams across multiple countries.
- Extensive global employer of record experience.
- Strong customer service skills, with a focus on the candidate's experience.
- Demonstrated ability to oversee and ensure KPI achievement.
- Excellent interpersonal skills.
- Strong organizational and time management skills.
- Proficiency in payroll software and systems.
Preferred Qualifications:
- Experience working in a fast-paced, dynamic environment.
- Familiarity with the latest trends and best practices in global payroll operations, including North America, Canada, UK, and India (other countries to be added).
- Experience with independent contractor processing policies and compliance requirements.
- Ability to adapt to changing business needs and work effectively under pressure.
Education and Experience:
- Bachelor's degree in Business Administration, Human Resources, or a related field.
- Minimum of 5 years of experience in a similar role, with at least 3 years in a managerial capacity.
What We Offer:
- Competitive salary and benefits package.
- Opportunity to work in a dynamic and international environment.
- Professional growth and development opportunities.
Workspend offers an entrepreneurial culture and endless opportunity to grow for the right and motivated individuals. Looking for candidates who are driven and are looking to grow to next level in their careers. Should be responsible and take ownership.
