Provides direction, guidance and development to a team of 1000+ India employees accountable SLA/KPI performance for the delivery of global shared services processes that supports multiple U.S. based market teams and business units. The senior leader will also ensure the quality, efficiency, effectiveness, retention, and compliance of the service delivery teams. Responsible for large-scale operational planning, managing people including multiple onsite leaders, service and operations, and partnering with director-level and executive colleagues to deliver and drive the global growth strategy. Candidates must be capable of analyzing complex internal and industry data to create data-driven strategies and processes to optimize profitability as well as client satisfaction and retention. Candidates must also be capable of executing complex strategies and leading large-scale teams/projects to ensure the end-to-end client experience is integrated with field, compliance, and centralized operations functions. Complex problem-solving skills as well as continuous process improvement and change management skills, including leading adaptation of technologies, are critical to effectively support and optimize the Paychex service model.

• Leads and directs the India Global Service division, based on Paychex core values to drive highly engaged and high performing culture. This includes acting with speed and decisiveness, taking responsibility for planning and delivery of results, and for setting strategic direction within the wider business framework to ensure business unit goals are met.
• Creates and operationalizes a high performing Global Service Delivery organization by setting clear goals and accountabilities, driving rigorous performance management, anticipating complex issues, challenges, and opportunities, and ensuring integration with US Business Unit strategy to ensure achievement of organizational objectives.
• Recruits, selects, hires and evaluates performance of personnel to ensure optimal performance and that all department needs are handled appropriately. Counsels and develops staff for personal and corporate advancement through career development, training programs and other resources as required for professional advancement.
• Drives continuous process improvement efforts including the partnering with US teams to drive process improvement and digital transformation to support the Paychex service model. Creates and delivers briefings, advice, and proposals to gain senior executive commitment; uses structured change management methodologies to build acceptance of change and to embed desired culture and behaviors throughout the organization.
• Works with management team to monitor key indicators and report on performance within the division; set appropriate performance objectives for the organization and hold them accountable for achieving these; take appropriate corrective action where necessary to ensure the achievement of annual business objectives.
• Develop collaborative working relationships with partners over organizational boundaries to ensure cohesive and seamless service delivery for service users.
• Prepares the capital and operating budgets for the India-based Paychex Global Service Division and manages the cost center(s) and analyzes interdepartmental reports as they relate to the cost center(s). Achieves cost center projections through labor expense and administrative expense controls.
• Other duties as assigned to support the general purpose of the position’s function.

• Bachelor’s Degree in Business or Relevant Discipline – Required
• Master’s Degree in Business or Relevant Discipline – Preferred
• 10+ years of experience in Sr Leadership roles.
• 10+ years of experience in Service delivery management experience in a B2B organization, ideally deep exposure in HR and Outsourcing.
• 10+ years of experience in Experience working in large, complex companies.