India Payroll Operations Supervisor

About the role

We’re looking for a hands-on people leader to own and scale India Payroll Operations — someone who can develop a high-performing team, strengthen execution, and drive excellent customer outcomes across a complex and growing market.

You will manage an established team of specialists and own the operating rhythm for the function: day-to-day execution, escalation management, quality, vendor performance, team development, hiring, onboarding, and process improvement. This is a hands-on leadership role for someone who can build on a strong foundation, raise the bar as the team scales, and create the structure needed for specialists to do their best work.

The right person brings strong people leadership, operational rigor, polished senior-stakeholder communication, and practical India payroll experience. You should be comfortable working closely with clients, external vendors, and internal teams like R&D, Support, Compliance, Product, and Customer Success to resolve issues, deliver strong customer experiences, and strengthen India payroll operations.

Note: This role is based in our Bangalore office and follows a hybrid schedule, with team members expected to work from the office at least three days per week. The expected working hours are 2:00 PM–10:00 PM IST.

What you will do

Lead, coach, and grow the team

- Manage, coach, and develop a team of India Payroll Operations specialists, setting clear expectations around quality, ownership, responsiveness, and customer experience.

- Create meaningful growth opportunities for team members through regular feedback, mentorship, training, knowledge sharing, and clear development plans.

- Own hiring, onboarding, training, and capacity planning as the team continues to scale.

- Build a high-performing team culture grounded in accuracy, accountability, strong communication, operational discipline, and continuous improvement.

Own execution and quality

- Oversee day-to-day India payroll workflows, ensuring timely and accurate execution across the team.

- Manage complex escalations and customer-impacting issues with strong judgment, clear communication, and effective follow-through.

- Maintain strong customer outcomes across time to first response, backlog management, case resolution, escalation handling, and CSAT.

- Strengthen existing QA standards, audit routines, case review processes, SOPs, playbooks, and escalation frameworks as the team scales.

- Support operational quality across India payroll compliance activities, including TDS, professional tax, EPF, quarterly filing support, annual POI, Form 16 coordination, and related payroll activities.

Scale processes, systems, and partnerships

- Identify opportunities to make existing workflows, controls, documentation, tooling, and operating rhythms more scalable and efficient.

- Manage external vendors and partners, holding them accountable to timelines, quality expectations, issue resolution, and escalation standards.

- Use operational data, QA findings, customer feedback, and team insights to identify root causes and drive durable improvements.

- Define and track key operating metrics, including SLA adherence, accuracy, rework, escalation trends, case volume, vendor performance, team capacity, backlog, and customer satisfaction.

Partner cross-functionally

- Collaborate closely with R&D, Support, Product, Engineering, Compliance, Customer Success, and other Operations teams to resolve issues and improve how India payroll is delivered.

- Translate operational pain points into clear product requirements, tooling needs, and process recommendations.

- Represent India Payroll Operations in cross-functional discussions with strong judgment, concise written communication, and the ability to influence senior stakeholders.

- Partner on product launches, audits, tooling improvements, and process changes that improve reliability, customer experience, and team efficiency.

What you will need

• 4+ years in payroll operations, payroll compliance, or payroll service delivery, with practical India payroll experience.
• 3+ years managing, leading, or supervising teams in operations or service delivery.
• Working knowledge of TDS, professional tax, EPF, POI, quarterly filings, Form 16, and vendor-supported payroll operations.
• Experience with hiring, onboarding, coaching, capacity planning, and performance management.
• Strong customer orientation across escalations, high case volume, SLAs, backlog management, QA, and CSAT.
• Track record of improving processes, controls, SOPs, playbooks, and operating outcomes.
• Strong collaboration with technical, product, support, compliance, vendor, and client-facing teams.
• Exceptional written and verbal English communication for customers, executives, vendors, and internal partners.
• Strong judgment, prioritization, root-cause analysis, and problem-solving skills.
• Proficiency with Google Workspace and/or Microsoft Office; Salesforce, JIRA, or Confluence experience is a plus.
• Ability to work a schedule aligned with approximately 2:00 PM–10:00 PM IST, with flexibility for cross-time-zone partnership as needed.

Highly desirable

• Experience in a SaaS, HRIS, payroll technology, or global payroll environment.
• Experience partnering with R&D, Product, Engineering, or Support teams to improve tooling, automation, case workflows, or product reliability.
• Experience using AI or automation to improve operations, quality, case management, knowledge management, or team productivity.
• Experience building operational metrics, QA programs, dashboards, audit frameworks, or customer experience programs.
• Prior experience leading a payroll operations team through scale, process maturity, or operating model change.