Payroll Implementation Manager

Job Role :
Project & Customer Experience Manager

Preferred Experience
- Payroll implementations & handling clients
Location :
Pune
Work Mode : 100% Onsite

Role Overview

The Project & Customer Experience Manager will be responsible for the end-to-end program set up while ensuring a seamless, high-quality experience for clients across all touch points. This role
requires strong project governance, relationship management, analytical thinking, and
cross-functional coordination to ensure successful outcomes and long-term customer satisfaction.

● Program Setup:
Lead kick-off meetings and customer onboarding by collaborating with
internal teams, clients, and local partners. Create and manage project plans for multi-country
solution rollout.

● Project & Client Management:
Coordinate project streams, support review calls, and
manage timelines and workloads to meet key milestones efficiently.

● Governance:
Ensure strong governance by Drive daily stand-ups, maintain RAID logs, and
ensure timely reporting (status updates, client reports).

● Go-live & Documentation:
Manage sign-offs and documentation of project deliverables.

● Client Advocacy:
Serve as the main point of contact, ensuring client expectations are met by
collaborating with internal and external stakeholders.

● Communication & Escalation:
Provide regular updates to leadership and escalate issues
when needed.

● Planning & Compliance:
Support future implementation planning, prepare Wave Plans, and
ensure adherence to project management frameworks.

Qualification & Experience

● Bachelor’s or Master’s degree in Business, Computer Science, or related field.

● 10 – 12 years of proven customer &/or project management experience handing clients and
product implementations

● Experience in BPO, HR Tech, SaaS, global service delivery, or multi-country rollout
environments.

● Experience working in a fast-paced, high-growth, or global environment.

● Track record of delivering high-quality, compliant, and scalable solutions.

Skills & Competencies required for success

● Project Leadership with strong focus on delivering exceptional customer experiences and
building long term relationships.

● Excellent communication, stakeholder management, and cross functional collaboration skills.

● Strong analytical thinking and solution oriented approach