Role Summary
We are seeking a seasoned HCM and US Payroll operations expert with strong process engineering skills to lead and collaborate process design, optimization, automation, and continuous improvement initiatives across end-to-end Paychex products and service workflows. This role requires a senior practitioner who deeply understands the entire HCM lifecycle in the US, right from sales implementation to payroll servicing calculations to tax filing and other comprehensive workflows associated to upstream/downstream. The ideal candidate must have hands-on strategist and problem-solver capabilities, able to map out processes, diagnose breakdowns, design scalable solutions, and lead efficiency, accuracy, and customer experience (CX) enhancements across multiple shared-services functions within the organization working with the various stakeholders.
Required Qualifications
- 7+ years of US Payroll / HCM operations experience in industry-leading organizations. and at least 3 years of team handling exp
- Graduation
- Strong end-to-end knowledge of HCM processes including implementation, payroll operations, tax, risk, and year-end.
- Proven track record in process improvement, Lean, standardization, and automation.
- High expertise in understanding upstream/downstream system interactions and impacts.
- Experience in workflow design, process mapping, SOP creation, and operational controls.
- Excellent analytical ability and strong familiarity with data tools (Excel, Power BI, SQL basics).
- Experience with case management tools like ServiceNow, Jira.
- Exposure to major US payroll systems
Key Responsibilities
- Process Optimization & Workflow re-engineering
- Analyze and redesign end-to-end workflows across functions like Implementation, Payroll Processing, Tax, Time & Attendance, etc.
- Create standardized, scalable, auditable processes across multi-client environments.
- Reduce complexity, eliminate nonvalue-added activities, and streamline hand-offs.
- Build process maps, SOPs, and control inventories across different functions.
- Drive Lean-based improvement projects (Kaizen, VSM, RCA, 5-Whys, etc.) with measurable KPI impact.
- Automation & Innovation
- Identify automation opportunities and partner with Product/Technology to deploy RPA bots, Data validation scripts, Scheduling, and batch automation, etc.
- Evaluate and assess or suggest new technologies, tools, and integrations that enhance efficiency, accuracy, or client experience.
- Cross-Functional Collaboration
- Work with Implementation, Payroll Ops, Tax, Product, and CX teams to diagnose systemic issues and implement corrective measures.
- Serve as a strong subject matter expert on upstream/downstream dependencies within the US Payroll market.
- Provide effective solutions for operational readiness and support with initiatives for product/platform/regulatory requirements.
- HCM/Payroll Expertise & Compliance
- Provide deep operational expertise in US multi-state wage & tax rules, reciprocity, garnishments, Year-end processes, benefits deductions, and reconciliation, etc.
- Ensure process designs comply with all US federal, state, and local payroll laws.
- Support to strengthen the internal controls for any risk readiness.
- Data-Driven Insights & Performance Management
- Build and manage operational process performance with continuous improvement thought process.
- Perform root cause analysis (RCA) and lead corrective/preventive action (CAPA) cycles.
- Drive improvements in cycle time, rework, defect rates, client escalations, and automation ROI
Preferred Qualifications
- Lean Six Sigma Green/Black Belt.
- Experience in shared services or COE transformation roles.
- Background in automation initiatives (RPA, bot frameworks).
- Experience working with product teams or contributing to platform enhancements.
- Strong program management exposure with cross-functional delivery.
