Director, Payroll and EOR Partner Operations

Neara; Bengaluru; On-site; INR 2,000,000 - 3,000,000; Full time

Job summary

Neara is looking for a Director, Payroll and EOR Partner Operations in Bengaluru, Karnataka. This role is crucial for owning the operational health of the payroll and EOR partner ecosystem. As the Director, you will collaborate across various departments, ensuring that the network of providers is compliant and effective.

The ideal candidate will have 12+ years of experience in operations, a strong understanding of global payroll mechanics, and proven leadership skills to manage teams and drive performance.

Qualifications

• 12+ years in operations, partner/vendor management, or service delivery.
• Proven track record running a partner or vendor network at scale.
• Strong grasp of global payroll and/or EOR mechanics.

Responsibilities

• Build and run the partner lifecycle operating model for onboarding.
• Define and maintain partner scorecards with RYG KPI tracking.
• Own the escalation framework for partner-driven incidents.

Skills

Operations management

Partner/vendor management

Service delivery

Global payroll knowledge

Salesforce workflows

Team leadership

Excellent communication

Job description

Director, Payroll and EOR Partner Operations

Job type: Full Time · Department: Customer experience · Work type: On‑Site

Bengaluru, Karnataka, India

About Job

As Partner Operations Director, Payroll & EOR Partners, you own the operational health of Multiplier's payroll and EOR partner ecosystem end to end — from onboarding and enablement through performance, governance, and expansion into new markets.

You sit at the intersection of Partnerships, Operations, Legal, Finance, and Product. You turn a sprawling network of in‑country providers into a predictable, measurable, compliant operating system — one that scales as we open new countries and onboard more customers, without service quality slipping.

You'll lead a team, set the operating cadence, and be the person leadership turns to when they want a straight answer on how the partner network is actually performing.

Skills & Qualification

• 12+ years in operations, partner/vendor management, or service delivery — with meaningful time in payroll, EOR, PEO, HR tech, or global employment.
• Proven track record running a partner or vendor network at scale, with hard ownership of SLAs, governance, and performance.
• Strong grasp of global payroll and/or EOR mechanics — compliance, country nuance, and what "good" looks like operationally.
• Hands‑on experience operationalizing workflows in Salesforce and a support platform (Zendesk or equivalent).
• A builder’s instinct: comfortable creating operating models, scorecards, and cadences from a blank page.
• People leadership experience — you’ve hired, coached, and scaled a team.
• Calm under escalation, decisive with incomplete information, and credible with both partners and internal leadership.
• Excellent written and verbal communication — you can turn operational complexity into a clear story for executive.
• Exposure to a high‑growth scale‑up environment where the playbook is still being written.
• Familiarity with benefits administration, in‑country statutory filings, or contractor management.

Responsibilities

• Own the partner lifecycle. Build and run the end‑to‑end operating model for onboarding, activating, governing, and off‑boarding payroll and EOR partners — with clear stage gates, owners, and SLAs at each step.
• Set the performance bar. Define and maintain partner scorecards (accuracy, timeliness, compliance, responsiveness) with RYG KPI tracking, run regular business reviews, and drive corrective action where partners fall short.
• Govern SLAs and escalations. Stand up the escalation framework across the partner base, own the P1–P4 severity model for partner‑driven incidents, and make sure issues get resolved before they reach the customer.
• Build the systems backbone. Partner with Ops and Engineering to operationalize partner workflows across Salesforce and Zendesk — case routing, ticket lifecycle, data integrity, and reporting that surfaces problems early.
• Expand country coverage. Work with Partnerships and Legal to evaluate, onboard, and activate new in‑country partners as we open markets, ensuring operational readiness before go‑live.
• Be the single source of truth. Produce the partner operations narrative for leadership — coverage, capacity, risk, and cost — through MBRs and standing reporting.
• Lead and grow a team. Build, coach, and scale a partner operations function, defining roles, capacity, and a follow‑the‑sun model that matches our global footprint.
• Drive continuous improvement. Find the friction in partner‑dependent processes and remove it — fewer manual handoffs, faster cycle times, cleaner data.