Process Manager

Join us on a journey of endless possibilities
At Strada, possibility isn't just a promise – it's the foundation of everything we do. We believe in unlocking potential for every colleague, creating a journey of growth, discovery, and impact.

With the support, resources, and opportunities we provide, you'll build a fulfilling future – working on meaningful projects that span industries and regions, contributing to outcomes that matter.

Strada is a people, payroll, and technology leader simplifying international workforce management. Operating in 180+ countries, we design and deliver people-first solutions powered by cloud-based technology – helping organizations grow and enabling workforces to perform at their best.

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Role Summary

• The PM is responsible for timely execution of client deliverables as well as developing solution for complex problem.
• The PM will serve as the primary escalation point internally and externally.
• The PM will have project management accountability, lead moderate to complex projects and participate in client sales meet.
• The PM is also responsible for coaching and mentoring their teams. To support the Payroll Operations Manager in maximizing the effectiveness and efficiency of the teams to provide a first class and quality Payroll service to customers.
• The incumbent would be part of the Strada team and the primary responsibility will be to ensure all related transactions within the process occur in a timely manner. The incumbent will ensure that the entire team of TL, SME, Trainee Payroll Administrators, and Senior Payroll Administrators are functioning as per their job responsibilities and deliverables.
• Will enact as a bridge to ensure that all requirements with the end client are fulfilled.
• Preparing proper actionable, deliverables in case of all processes & resources. Implementation of effective & efficient processes, system & manual to ensure cross functional & cross resources training to make the activity process dependent rather than person dependent
• Project Planning, Risk Management, Resource management & movement will be key objectives assigned

Main Responsibilities
Strategic

• Providing Necessary Technical Leadership At Account level
• Identifying And Developing BCP And DRPs(Disaster Recovery Plan) Wherever Applicable
• Coordinating With Quality to Identify And Implement GB Projects If Required
• Identifying And Developing Appropriate Work-flow Model For Processes
• Creating Schedules Of Deliveries (In Case Of Projects)
• Developing A Project Plan (In Case Of Projects)
• Driving And Implementing Changes - Ensuring Process Improvements (Re-engineering)/ Change Implementation
• Analyzing & forecasting business trends followed by planning for the same
• Transitioning - Coordinating And Planning With Transition Department And Providing Support In terms of expertise & resources
• Co-ordinating with various departments for identifying & implementing various projects
• Manage all resources to achieve business objectives

Client Handling, Support And Communication

• Defining And Understanding Operations Requirements And Aligning Processes To Fulfil The Same
• Handling Client Calls Daily / weekly or as needed
• Interacting With Client through Mails - Reporting/ Issues/ Queries Etc.
• Collecting data for billing purposes – production man hour etc.
• Co-coordinating billing activities with finance department
• Tracking Customer Complaints To Closure

Analysis/ Reviews

• Reviewing And Analyzing Process Metrics For All Processes In The Account
• Performing Risk Analysis At Proposal Stage And Plan For Mitigation
• Conducting Inter-Departmental Audits As Required (If certified by Quality)

Reports

• Reviewing, sending and Presenting Senior Management Reports
• Ensure that the Process Instructions are properly documented & regularly updated
• Reviewing Process Plans, Daily Dashboards & other documents

Resource Management

• RMG Interface - Work Force Planning, Transfers/ Promotions Signing Off Etc. - Consult With TL
• Resource Estimation/ Planning On a Regular Basis
• Developing Retention Strategies
• HCM Interface -Raising Appropriate Resource Requisitions As and When Required - Consult With TL
• Succession Planning – Identifying & developing a second line of managers, team leaders
• Optimizing Shift Utilization, Allocation & Planning
• Controlling Attrition
• Identifying And Implementing Talent Engagement Activities

Performance Management

• Setting Goals/ KRAs For The Process and For Resources
• Conducting Appraisals - Midterm/ Annual
• Mentoring
• Conducting One to One Meetings with the Subordinates
• Training & Development – Interface – Sending training nominations – consult with TL's
• Sending R & R nominations to HR – Consult with TL's
• Conducting Skip Level Meetings

Employee Life Cycle

• Interviewing/ Selecting Work Force - Operations Interviews
• Grievance Handling / Leave Sanctioning / Completion of Resignation Formalities
• Responsible For Termination Of Employment Of Poor/ Defaulting Resources If As Required

Production

• Signing Off On Deliveries (In Case Of Projects)
• Ensuring Issue Resolution
• Allocates Optimum Staff resources to complete payroll services to customers
• Ensures all appropriate quality processes and procedures are adhered to
• Ensures system effectiveness and product knowledge is in line with current statutory and legislative requirements
• Identifying And Managing Process Risks
• Ensuring Continuous improvement Of Process Metrics Through Constant Review, Analysis And Planning

Compliance

• Ensuring Quality Compliance For All Processes Handled - Following Of Quality Processes Thoroughly - Checklists, Standards Etc.
• Ensuring All Process SLAs Are Met
• Ensuring ISMS/GDPR Compliance for all processes handled
• Adhering to company policies, Rules & Regulations
• Adhering to Work Timings, Leave Schedules

Key Experience

• Graduate / Post Graduate
• Desirable-Post Graduate/ MBA
• 5-7 Years Supervisory/Management experience for Payrolls
• PMP / Diploma in payrolls/ Six Sigma Certification would be an added advantage
• PC Literacy - Word and Excel (Advanced Level)
• Good technical knowledge of payroll, and payroll systems or other transactional or analytical operations
• Create base line documents for referencing for future projects/resources

At Strada, Our Values Guide Everything We Do

• Anticipate Customer Needs – We stay ahead of trends so our customers can grow and succeed.
• Own the Outcome – We take responsibility for delivering excellence and ensuring things get done right.
• Challenge Ourselves to Work Smarter – We move faster than the world around us to drive change and accomplish more.
• Empower Each Other to Solve Problems – We tackle challenges head on, ask tough questions, and collaborate to find the best solutions.
• Care About Our Work – We understand that what we do impacts millions, and we have a responsibility to get it right.

Benefits
At Strada, we support your whole self—offering a range of benefits for your health, wellbeing, finances, and future. These include health coverage, wellbeing programs, paid leave (vacation, sick, parental), retirement plans, learning opportunities, and more.

All offers are contingent on successful completion of background checks, where permitted by law and as appropriate for the role. These may include identity, education, employment, and in some cases, criminal history verification, checks against global watchlists, credit reports, and/or drug testing. You'll be informed of the specific checks applicable to your role and location during the recruitment process.

Our commitment to Diversity and Inclusion
Strada is dedicated to fostering a diverse, equitable, and inclusive workplace where everyone feels valued and supported. We believe that embracing differences strengthens our teams and drives innovation and success.

Diversity Policy Statement
Strada is an Equal Opportunity Employer and prohibits discrimination based on legally protected characteristics. We actively support the advancement of underrepresented groups and provide reasonable accommodations for disabilities and religious practices. Applicants may request a reasonable accommodation by contacting their recruiter.

Authorization to work in the Employing Country
To be considered, you must have current and future work authorization in the country where you're applying, without the need for visa sponsorship by Strada.

Please note: This job description does not limit Strada's right to assign or reassign responsibilities, including to subsidiaries, partners, or future business purchasers.

We offer you a competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization.

Disclaimer
Nothing in this job description restricts management's right to assign or reassign duties and responsibilities of this job to other entities; including but not limited to subsidiaries, partners, or purchasers of Strada business units.