Operations Manager / Service Delivery Manager – FAO & Payroll

About the role

We are seeking an experienced Operations Manager / Service Delivery Manager to lead our Finance & Accounting Outsourcing (FAO) and payroll delivery hub in Umhlanga, KwaZulu‑Natal. The role focuses on overseeing end‑to‑end service delivery for international clients across the UK, Ireland, US and other markets, ensuring high‑quality, compliant payroll and finance operations.

Key responsibilities

• Lead, coach and develop operational teams and team leaders delivering FAO, payroll and related GBS services.
• Manage payroll processing, employee data, deductions, benefits, pensions and resolve payroll queries.
• Drive SLA performance, quality, accuracy, productivity and client satisfaction.
• Support onboarding, transition and ramp‑up of new international clients.
• Translate client requirements into delivery models, staffing plans, SOPs and controls.
• Oversee operational risk, compliance, data privacy and audit readiness.
• Build capacity as new services and clients are added, producing performance reports and forecasts.
• Collaborate with Sales, Implementation, HR, IT, Quality and senior leadership.
• Implement continuous improvement using Lean, Kaizen, Six Sigma, automation and workflow optimisation.

Required profile

• 5+ years of experience in Operations Management within Finance & Accounting Outsourcing or shared services.
• Hands‑on knowledge of core finance processes such as Procure‑to‑Pay, Order‑to‑Cash, Record‑to‑Report, General Ledger, Accounts Payable/Receivable, cash applications, tax or treasury support and management reporting.
• Strong background in payroll operations, including processing, administration, deductions, benefits, pensions and issue resolution.
• Proven ability to lead teams, manage client relationships and drive service excellence.

Required skills

• Lean methodology
• Six Sigma
• Automation tools
• Workflow optimisation

What we offer

• Competitive CTC of R45,000 per month.
• Office‑based work environment operating on US business hours.
• Opportunity to shape a growing delivery capability for global clients.