Deputy Service Delivery Director (HR Solutions)

Our client is a well-established, global HR technology and payroll outsourcing company headquartered in Singapore, with a presence spanning over 50 offices worldwide and serving businesses across more than 170 countries. They offer a comprehensive suite of cloud-based HR and payroll solutions, including multi-country payroll outsourcing and Employer of Record (EOR) services, backed by proprietary analytics capabilities. Due to a planned leadership transition, they are seeking a Deputy Service Delivery Director to join their Singapore-based leadership team and co-lead regional service operations across Asia Pacific. This is a high-impact succession role, offering a structured pathway to full ownership of the Service Delivery function within approximately 12 months. Key Responsibilities • Oversee the end-to-end delivery of multi-country payroll , EOR, and HR outsourcing services across regional client portfolios, ensuring accuracy, timeliness, and regulatory compliance • Lead, develop, and inspire Service Delivery managers and cross-country teams, fostering a high-performance, client-centric culture while planning capacity in line with business growth • Own and manage service KPIs and SLAs — including payroll accuracy, on-time delivery, client satisfaction, and retention — monitoring performance trends and driving corrective actions where required • Serve as the senior escalation point for key client accounts, conducting regular strategic service reviews to strengthen relationships, resolve issues, and support account retention and growth • Drive operational excellence by standardising processes, enhancing internal controls and risk frameworks, and leveraging HR technology and automation tools to improve scalability and efficiency • Ensure ongoing compliance with local employment, tax, and social security regulations across multiple markets, and actively manage the performance of in-country partners and vendors • Collaborate cross-functionally with Project Management, Sales, Product, and Finance teams on implementation-to-operations handovers, cost-to-serve analysis, and new service development • Manage the function's budget and service margins, and work closely with the Head of Service Delivery on a structured leadership transition, progressively assuming full accountability for the Service Delivery function Requirements • Bachelor's degree in Human Resources, Business, Accounting, Finance, or a related discipline • At least 12 years of experience in payroll outsourcing , EOR, HR outsourcing, or shared services, with a minimum of 5 years leading regional, multi-country teams • In-depth knowledge of multi-country payroll operations and employment compliance across Asia Pacific; broader global exposure (is a bonus) • Demonstrated track record of managing service operations at scale against SLAs and KPIs, with hands‑on experience overseeing budgets or cost-to-serve metrics • Strong people leadership capabilities, including experience managing managers and leading geographically dispersed teams across multiple time zones • Excellent client relationship management and senior stakeholder engagement skills, with confidence navigating complex escalations • Experience with process improvement methodologies such as Lean or Six Sigma, or with payroll technology and automation platforms (is a bonus) • Proficiency in any Asian language, to support communication with clients and partners in the region (is a bonus) #J-18808-Ljbffr