Website:
stellartalenthrc.com
Job details:
Job Title: General Manager - US Operations & Client Success
Location:Chennai
Experience:15–20 Years
Industry: BPM / Shared Services / Payroll Outsourcing / HR Outsourcing / PEO
Qualification:
- Commerce Graduate (Mandatory)
- MBA / CA / CMA or equivalent management qualification preferred
About the Role
We are seeking an experienced and strategic Director / Head – Delivery Operations to lead our Chennai delivery center supporting US clients. This leadership role will oversee a 150+ member delivery organization across Payroll, HR Administration, Benefits Administration, Accounting, and other business process services.This role combines operational leadership, client relationship management, service delivery excellence, and business growth. Working closely with our US-based VP of Sales, you will support new client onboarding, strengthen client relationships, manage escalations, and drive service excellence across the business. The role offers the opportunity to expand beyond the US PEO market and help build a broader global payroll and HR services platform. Periodic travel to the United States will be required, including client visits and attendance at industry events such as NAPEO.
Key Responsibilities
- Lead and manage a Chennai-based delivery organization of approximately 150+ employees.
- Directly manage functional leaders including Operations, Training, Quality, Client Success, and Delivery Managers.
- Ensure high-quality service delivery across Payroll, HR Administration, Benefits Administration, Accounting, and other back-office operations.
- Partner with the US Sales team to support client onboarding and business expansion.
- Build strong relationships with US clients and serve as the senior escalation point.
- Develop, implement, and continuously improve SOPs, quality frameworks, operational controls, and governance processes.
- Drive operational excellence by improving productivity, quality, customer satisfaction, and delivery efficiency.
- Manage multi-shift operations supporting US business hours.
- Recruit, mentor, and develop high-performing managers and delivery teams.
- Contribute to strategic planning, organizational growth, and expansion into new service lines.
- Drive AI, automation, workflow optimization, and digital transformation initiatives to improve operational efficiency.
- Support P&L management and ensure achievement of operational and financial goals.
- Foster a culture of continuous improvement, accountability, and customer-centric service delivery.
Desired Candidate Profile
- Commerce Graduate with MBA, CA, CMA, or equivalent qualification preferred.
- 15–20 years of experience in Payroll, HR Outsourcing, Benefits Administration, Accounting, Shared Services, BPM, or Business Process Operations.
- Proven experience managing large delivery organizations (100+ employees).
- Strong experience working with US clients and offshore delivery models.
- Prior experience in PEO, Payroll Outsourcing, HR Outsourcing, Shared Services, or BPM environments is highly preferred.
- Demonstrated leadership in client relationship management and operational excellence.
- Experience driving AI, automation, and process transformation initiatives.
- Strong commercial acumen with exposure to operational budgeting and P&L management.
- Excellent communication, stakeholder management, and people leadership skills.
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