Payroll Service Delivery Manager

Position Overview

• Location Type: Remote
• Job Type: Full-Time
• Salary: Not Specified

Deel is the all-in-one payroll and HR platform for global teams, aiming to unlock global opportunity for every person, team, and business. Our platform integrates HRIS, payroll, compliance, benefits, performance, and equipment management. We support workers in over 100 countries with AI-powered tools and a fully owned payroll infrastructure, enabling businesses to scale smarter, faster, and more compliantly.

Deel is a rapidly growing SaaS company, transforming global talent connections and enabling a more diverse and inclusive global economy. We have a significant global presence, with a team of 5,000 spanning over 100 countries and speaking 74 languages.

Why Deel?

• Deel is the fastest-growing SaaS company in history, revolutionizing global work.
• We are building the infrastructure for the future of work.
• In 2024, we paid $11.2 billion to workers globally and provided healthcare and benefits in 109 countries.
• Recognized by CNBC Disruptor 50, Forbes Cloud 100, Deloitte Fast 500, and Y Combinator.
• We maintain a high customer satisfaction rating with an average of 4.83 from over 15,000 reviews.
• Your experience at Deel will be a career accelerator, allowing you to tackle complex challenges impacting millions of lives.
• With a $12 billion valuation and $800 million in ARR, you will drive meaningful impact and build expertise in the transformation of global work.

The Role: Payroll Service Delivery Manager

As the Payroll Service Delivery Manager, you will manage client relationships, ensuring exceptional service and support while identifying growth opportunities. You will oversee client portfolios, drive satisfaction, and contribute to the company's success. Strong analytical skills, attention to detail, and multitasking abilities are essential.

Responsibilities

• Customer Satisfaction & Reference Status:
  • Maintain active, up-to-date Customer Account Plans, including:
    • Company background
    • Customer growth plans (identifying new business opportunities)
    • Establishing, maintaining, executing, and measuring plans
    • Joint Relationship Maps
    • Active Projects
    • Contract Renewal Plans
  • Maintain active, up-to-date Client Action Logs.
  • Ensure operational meetings, discussions related to escalations or projects occur as committed.
  • Manage issues and requests according to committed timeframes.
  • Conduct monthly Operations Reviews.
  • Provide Key Performance Indicator / Service Level Agreement Reporting.
  • Manage Joint Escalation Matrices.
  • Arrange and facilitate Business Review Meetings (quarterly, semi-annually, or annually) to establish deeper relationships.
  • Maintain recurring engagement (at least monthly) with key customer contacts to foster a deeper partnership.
  • Partner with customers to determine 'reference' status.
  • Track CSAT through Client Health Index.
  • Understand client business needs and ensure delivery of service and products meet contractual expectations.
  • Proactively identify service issues and collaborate with internal stakeholders and the client to implement effective solutions.
  • Ensure service delivery aligns with contracted Statement of Work (SOW) and other contractual agreements.
  • Achieve targeted Client Satisfaction metrics.

Requirements

• Strong analytical skills.
• Attention to detail.
• Multitasking abilities.