Regional Service Delivery Director | Payroll & HR Services

jac recruitment pte. ltd.; Singapore; On-site; SGD 170,000 - 250,000; Full time

Job summary

jac recruitment pte. ltd. seeks a seasoned Senior Regional Service Delivery Leader to drive payroll outsourcing, EOR and HR services across APAC.

You will lead regional managers, align with sales, product, and finance, and ensure high-quality service delivery with strict adherence to SLAs and compliance. The role requires extensive multi-country payroll expertise, strong stakeholder skills, and a track record of managing budgets and margins in a fast-growing, global context.

Qualifications

• Bachelor's degree in HR, Business, Accounting, Finance or related discipline.
• 12+ years' experience in payroll outsourcing, EOR, HR outsourcing, shared services or related service delivery environment.
• At least 5 years' experience leading regional and multi-country teams.
• Strong expertise in multi-country payroll operations and employment compliance across APAC markets; broader global exposure is advantageous.
• Proven track record managing large-scale service operations against defined SLAs, KPIs and financial targets.
• Experience managing budgets, cost controls and service margins.
• Demonstrated leadership experience managing managers and geographically dispersed teams.
• Strong client-facing, stakeholder management and escalation-management capabilities.
• Experience in process improvement, operational transformation, Lean, Six Sigma, payroll technology or service automation initiatives is advantageous.
• Fluent in English; additional Asian language capabilities will be an advantage.

Responsibilities

• Lead regional service operations across payroll outsourcing, EOR and HR services, ensuring service accuracy, timeliness and compliance.
• Manage and develop Service Delivery managers and teams across multiple countries, driving a high-performance and client-centric culture.
• Own and monitor key service metrics including payroll accuracy, SLA adherence, on-time delivery, client satisfaction, retention and operational performance.
• Act as the senior escalation point for strategic clients and lead service reviews with key accounts.
• Drive operational excellence through process standardisation, risk management, internal controls and service automation initiatives.
• Ensure compliance with local employment, tax and social security regulations across multiple jurisdictions.
• Oversee and manage the performance of external in-country partners and vendors.
• Partner with Project Management, Sales, Product and Finance teams on implementation handovers, service costing, pricing inputs and new service offerings.
• Manage departmental budgets, cost-to-serve metrics and service profitability.
• Progressively assume full leadership and operational ownership of the regional Service Delivery function.

Skills

Leadership

Stakeholder management

Payroll operations

Process improvement

Project management

Change management

Client-facing

Strategic thinking

Education

Bachelor's degree

Tools

Payroll systems

ERP

Job description

COMPANY OVERVIEW

Our client is a fast-growing global workforce solutions provider that enables organisations to manage employees, payroll operations and employment compliance across multiple international markets.

JOB RESPONSIBILITIES

• Lead regional service operations across payroll outsourcing, Employer of Record (EOR) and HR services, ensuring service accuracy, timeliness and compliance.
• Manage and develop Service Delivery managers and teams across multiple countries, driving a high-performance and client-centric culture.
• Own and monitor key service metrics including payroll accuracy, SLA adherence, on-time delivery, client satisfaction, retention and operational performance.
• Act as the senior escalation point for strategic clients and lead service reviews with key accounts.
• Drive operational excellence through process standardisation, risk management, internal controls and service automation initiatives.
• Ensure compliance with local employment, tax and social security regulations across multiple jurisdictions.
• Oversee and manage the performance of external in-country partners and vendors.
• Partner with Project Management, Sales, Product and Finance teams on implementation handovers, service costing, pricing inputs and new service offerings.
• Manage departmental budgets, cost-to-serve metrics and service profitability.
• Progressively assume full leadership and operational ownership of the regional Service Delivery function.

JOB REQUIREMENTS

• Bachelor's degree in Human Resources, Business, Accounting, Finance or a related discipline.
• Minimum 12 years' experience in payroll outsourcing, EOR, HR outsourcing, shared services or a related service delivery environment.
• At least 5 years' experience leading regional and multi-country teams.
• Strong expertise in multi-country payroll operations and employment compliance across APAC markets; broader global exposure is advantageous.
• Proven track record managing large-scale service operations against defined SLAs, KPIs and financial targets.
• Experience managing budgets, cost controls and service margins.
• Demonstrated leadership experience managing managers and geographically dispersed teams.
• Strong client-facing, stakeholder management and escalation-management capabilities.
• Experience in process improvement, operational transformation, Lean, Six Sigma, payroll technology or service automation initiatives is advantageous.
• Fluent in English; additional Asian language capabilities will be an advantage.

Working Location: Singapore