Managed Services Payroll Support Lead

Managed Services Payroll Support Lead

The Role

Oracle Cloud Payroll Support Lead

You will lead a team of payroll-focused support consultants, manage performance and development, and play a hands-on role in delivering support across Oracle Cloud Payroll and HCM solutions. A deep understanding of Oracle Cloud Payroll functionality, quarterly update management, and complex issue resolution is essential, along with strong client-facing communication skills.

You will:

• Lead and manage a team of

  Payroll and HCM support consultants

  based in India, including recruitment, onboarding, mentoring, and line management responsibilities
• Work hands-on as a senior

  Oracle Cloud Payroll consultant

  , triaging, diagnosing, and resolving complex client issues across Payroll and related modules
• Partner closely with the

  UK Payroll Support Lead

  to build a cohesive, cross-regional support function and align on service processes and client priorities
• Act as the subject matter expert on

  Oracle Cloud Payroll

  , providing deep expertise in configuration, processing, troubleshooting, and legislative compliance
• Supervise and contribute to quarterly

  Oracle Cloud release cycles

  , including impact analysis, regression testing, deployment, and communication of relevant changes to clients
• Deliver and coordinate

  training and knowledge-sharing sessions

  for team members to support capability growth and process alignment
• Troubleshoot and replicate functional issues, escalating to Oracle as needed and maintaining clear, well-documented resolutions
• Build and maintain strong client relationships, ensuring a high level of satisfaction through

  responsive, proactive support and communication

• Drive improvements in support processes, documentation, and internal tooling, helping to establish a

  scalable, high-performing payroll support model

• Review and recommend enhancements from Oracle Cloud updates that would deliver value to clients
• Actively contribute to internal knowledge bases and support materials, and champion a culture of continuous improvement
• Provide strategic input into the ongoing development and structure of the India Managed Services team
• Act as a

  key liaison between India and UK teams

  , ensuring seamless collaboration and shared ownership of outcomes

All employees have a responsibility to adhere to Information Security policies and processes and may be required to undertake activity from time to time to support company obligations to maintain ISO27001 Certification.

Person Specification

• Ethical Conduct

  : Commitment to ethical standards, integrity, and compliance with relevant regulations and organizational policies

• Communication Skills:

  Ability to communicate clearly and client facing consultancy skills

• Teamwork:

  Collaboration with cross-functional teams, including stakeholders

• Customer Service Orientation:

  Focus on meeting internal and external customer needs, providing responsive support, and building positive relationships with stakeholders

• Continuous Learning:

  Willingness to learn and develop new skills, stay updated on industry trends, and pursue professional development opportunities to enable growth

• Consulting skills:

  Strong consulting skills are essential for effectively communicating with clients, understanding their needs, providing recommendations, and guiding them through the implementation process. This includes active listening, problem-solving, and client relationship management

Skills and Experience (Mandatory):

• Experience delivering or supporting UK Payroll

  , including

  full lifecycle implementations

  , including in depth knowledge of configuration of

  Fast Formulas

  , and

  element definitions

• In-depth knowledge of

  HCM/Payroll processes

  , configuration, legislation, and reporting
• Experience supporting

  large, complex solutions

  with multiple stakeholders
• Familiarity with

  Oracle quarterly update cycles

  , including impact analysis and enhancement identification
• Excellent

  client-facing communication skills

  , both written and verbal
• Ability to deliver

  practical, value-driven solutions

  with creativity and innovation
• Demonstrated

  leadership and team management

  capabilities, including mentoring and collaboration
• Strong interpersonal skills and a track record of working effectively within cross-functional teams
• A

  growth mindset

  with a commitment to continuous improvementfor yourself, your team, and your clients
• High level of

  adaptability and flexibility

  , with the ability to build long-lasting client relationships

Skills and Experience (Desirable):

• Broader

  Oracle Application experience

  , including other HCM or ERP modules
• Familiarity with

  Oracle Redwood UX

  and

  Visual Builder Cloud Service (VBCS)

• Exposure to

  payroll in different legislative regions

  (e.g. India, or EMEA)
• Experience working in a

  multi-regional or global support model

• Previous involvement in

  client onboarding or managed services transition

  projects