Service Partner Manager

CloudPay; Manila; Hybrid; PHP 900,000 - 1,300,000; Full time

Benefits offered by this job

Competitive Salary

Competitive vacation allowance

Calm app

Sick Leave

EAP

Group Life Insurance, HMO

Employee Referral Program

De Minimis Benefit

WFH Allowance

Mid-Year Bonus

13th Month Pay

Regularization Bonus, 1st Year Annex.

Bereavement Leave

Paid Volunteering days

Study Leave

Marriage Leave

Job summary

CloudPay is seeking a Service Partner Manager to join our global Payroll Operations team in the Philippines. You will oversee in-country payroll and payment providers, ensuring service quality and timely delivery for global clients, while collaborating with regional directors and readiness teams.

You’ll manage vendor relationships, drive improvements, monitor KPIs, and support escalations with a strong focus on operational excellence in a hybrid work setup (1x/week RTO; Mon-Fri, 3PM–12MN).

Qualifications

• Vendor management / service partner management experience including negotiations and escalations.
• Strong communication skills.
• Track record of delivering operational improvements across processes or partner networks.
• Commercial awareness and experience contributing to business success.
• Project management skills with prioritization and attention to detail.
• Payroll and/or Payments knowledge preferred.
• Experience with large databases; Microsoft Excel is a must, Power BI preferred.

Responsibilities

• Contribute to the successful execution of the global Service Partner Management strategy across the assigned region.
• Nurture and expand strong, collaborative relationships with in-country Service Partners.
• Oversee day-to-day delivery of payroll and payments services, ensuring quality and timeliness.
• Work closely with regional payroll and payments teams to manage escalations and resolve issues swiftly.
• Champion best practices and drive consistency in service standards with our vendors.
• Lead or support regular service reviews and identify opportunities for continuous improvement.
• Maintain monthly Service Partners KPIs Data and Charts.
• Maintain and update Partners’ Capabilities in the CloudPay tools on a regular basis.

Job description

Job Description:

About This Job Opportunity

To be the world's most trusted global payroll partner, simplifying pay for all employees.

Our Vision

To be the world's most trusted global payroll partner, simplifying pay for all employees.

Our Mission

Empowering global workforces with seamless, compliant, and innovative payroll and payment solutions, enabling businesses to thrive in a connected world.

Our People

Our fundamental beliefs at CloudPay are built on core values of professionalism, passion, empowerment, innovation, and teamwork. We value our employees and strive to create a great workplace where everyone is valued, heard, inspired, and encouraged to bring their authentic selves to work. We're committed to providing an excellent employee experience through fulfilling projects, empowerment to make a difference, and an environment that inspires innovation.

What Makes This Role Exciting

CloudPay is looking for a Service Partner Manager to join our global Payroll Operations team. Reporting to the Senior Manager of Service Partner Management, you’ll work closely with regional Payroll Directors, Customer Account Managers, and our Readiness & Transformation team. In this key role, you’ll be responsible for the performance and collaboration of our in-country payroll and payment providers, ensuring they deliver exceptional service that meets CloudPay’s world-class standards for our global clients. We’re looking for a relationship-driven professional who thrives in a cross-functional, international environment and is passionate about operational excellence.

At CloudPay, we’re committed to building an inclusive culture that values diverse perspectives and experiences. We encourage applicants from all backgrounds to apply and help us shape the future of global payroll and payments.

Main Responsibilities

• Contributing to the successful execution of the global Service Partner Management strategy across assigned region
• Nurturing and expanding strong, collaborative relationships with in-country Service Partners
• Overseeing the day-to-day delivery of payroll and payments services, ensuring quality and timeliness
• Working closely with regional payroll and payments teams to manage escalations and resolve issues swiftly and effectively
• Championing best practices and driving consistency in service standards with our vendors
• Leading or supporting regular service reviews and identifying opportunities for continuous improvement
• Maintain monthly Service Partners KPIs Data and Charts
• Maintain and update Partners’ Capabilities in the CloudPay tools on a regular basis

Experience Needed For This Role

• Proven vendor management / service partner management experience and conflict resolution, including handling negotiations and escalations professionally
• Strong communication skills
• A track record of driving and delivering measurable operational improvements across processes or partner networks
• Demonstrated commercial awareness and experience managing responsibilities that contribute to business success
• Demonstrated project management skills, prioritization and attention to detail
• Payroll and/or Payments knowledge nice to have
• Strong experience in large Databases Management, Microsoft Excel is a must, and Power BI is preferred.
• This role follows hybrid work arrangement with 1x/week RTO. Work schedule is Monday to Friday, 3PM to 12MN.

About You And Our Core Values

• Taking ownership, working with integrity and respect
• Being a team player is key to our culture
• Solution and customer focused
• Great initiative with the goal for excellence in achieving results
• Dedicated to developing and always looking for continuous improvements
• Be creative, be committed, be engaged and enjoy what you do

Philippines Package And Benefits

• Competitive Salary
• Competitive vacation allowance
• Calm app
• Sick Leave
• EAP
• Group Life Insurance, HMO
• Employee Referral Program
• De Minimis Benefit
• WFH Allowance
• Mid-Year Bonus
• 13th Month Pay
• Regularization Bonus, 1st Year Anniversary Bonus
• Bereavement Leave
• Paid Volunteering days
• Study Leave
• Marriage Leave

CloudPay is committed to being an equal opportunities employer

The CloudPay culture is built upon on five core values, from which we develop our service, our technology and our business strategies. Our fundamental beliefs are a promise to our employees, customers and partners, built on the core values of professionalism, passion, empowerment, innovation, and teamwork.

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