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Rippling is seeking a hands-on people leader to own and scale India Payroll Operations. You will manage an established team of specialists and drive excellent customer outcomes across a complex and growing market.
In this role, you will:
**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 through regular feedback, mentorship, training, knowledge sharing, and clear development plans.
- Own hiring, onboarding, training, and capacity planning as the team scales.
- 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, and issue resolution.
- Partner with R&D, Support, Compliance, Product, and Customer Success to resolve issues, deliver strong customer experiences, and strengthen India payroll operations.
The role is based in the Bangalore office with a hybrid schedule (at least three days per week in-office). Expected working hours are 2:00 PM–10:00 PM IST.
**Requirements:**
- 5+ years of India payroll operations experience with deep knowledge of Indian payroll compliance, tax regulations, and statutory requirements (TDS, professional tax, EPF, quarterly filings, annual POI, Form 16).
- 3+ years of people leadership experience managing a team of payroll or operations specialists.
- 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.
