Director Managed Services

UKG is seeking a proven leader with experience in building and managing teams specifically in the Tax & Payroll space. The Director of Managed Services (India) will partner closely with the US Managed Services team to create and execute upon the India delivery model. Responsible for expanding the function in India, leading & driving strategy with a focus on process and customer service. This role will be directly supported by Managers responsible for Payroll and garnishments, Tax notices and/or Benefits Administration and will partner closely with the US Managed Services team.

This position will be based out of UKG Pune office in India and will report to the Sr. Director of the UKG Managed Services (India), with a dotted line to the US Managed Services Leaders. Further, this position will be required to lead Managed Services teams working between 11:30 am IST to 3:30 am IST.

Key Responsibility Areas:

Accountable for the Managed Services business in Pune, including metrics, SLAs, & transition, training & monitoring of processes. Guide & influences people, processes, and resources to support the best interests of the business.
Hire, develop, manage, evaluate, and direct the Managed Services teams, coordinating the activity of staff, assigning and/or adjusting workloads, as required, to ensure work is completed in an accurate and timely manner, and in compliance with client SLAs.
Coach, mentor and provide leadership development to team members, to optimize operational excellence and create a deeper bench of experienced talent.
Engage key stakeholders and internal customers to ensure expectations are clearly defined and being met.
Act as a point of escalation for US teams and facilitates timely remediation of issues; ensures resources, capabilities and capacity to meet both existing and new business demand
Instill a strong focus on customer service and satisfaction.
Be a champion for UKG Managed Services culture by fostering a sense of ownership, energy, and empowerment.
Build strong, trusting relationships with US, employees, and internal customers.
Ensure adherence to process controls to help mitigate financial, customer service, reputation, and data security risks.

Qualifications and Experience:

16-20 years of work experience in HCM domain or related fields including customer services, or BPM
MBA, bachelors degree, or CA
Experience building out new teams and managing transitions, setting up and scaling new capabilities
Conceptualized and led business or process transformation initiatives
In-depth understanding of US Global Payroll processing and Tax business
Certified Payroll Professionals with knowledge of payroll and tax accounting practices are preferred
Significant experience leading and managing Payroll processing teams in an outsourced environment
Strong knowledge of payroll laws, including employer and employee multi-state payroll taxation
Strong people management skills with experience in managing large sized teams
Strong interpersonal and communication skills
Results oriented and self-motivated
Solid financial acumen, proficiency in relevant payroll and accounting software
Excellent customer service skills