Regional Service Delivery Director | Payroll & HR Services

JAC Recruitment Consultant; Singapore; On-site; SGD 180,000 - 300,000; Full time

Job summary

Our client in Singapore seeks a Senior Leader to drive regional service delivery across payroll outsourcing, EOR and HR services. You will lead Service Delivery managers and teams across APAC, ensuring service accuracy, timeliness, and compliance while fostering a high-performance, client-centric culture.

You will own key metrics, manage senior client escalations, and partner with cross-functional teams on pricing, implementations, and new offerings.

Qualifications

• Bachelor's degree in HR, Business, Accounting, Finance or related discipline.
• Minimum 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, 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.
• 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

Regional leadership

Client-facing

Stakeholder management

Service delivery

Process improvement

Education

Bachelor's degree in HR/Business/Finance

Tools

Payroll software

Lean Six Sigma

Job description

About the company

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.

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.

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