Director – BAU

The Director – BAU oversees the day-to-day operations of Mercans’ global payroll outsourcing and SaaS BAU activities. This role ensures operational excellence, drives digital transformation, and fosters a high-performance culture through automation, workforce development, and data-driven decision-making.

Responsibilities & Accountabilities:

Operational Management & Digital Transformation

Oversee global BAU operations with efficient payroll delivery and SaaS performance.
Lead digital transformation initiatives, integrating AI, automation, and machine learning.
Work with Product & Development teams to drive SaaS platform improvements and scalability.
Deploy emerging technologies to enhance service delivery, compliance, and security.

Workforce Development & Culture Building

Foster a high-performing, customer-focused culture across all operational teams.
Establish succession planning programs to develop leadership for key roles.
Implement targeted training programs on payroll compliance, SaaS technology, and operational excellence.
Drive initiatives that promote employee well-being, engagement, and career growth.

Data-Driven Decision Making & Risk Management

Utilize predictive analytics to enhance forecasting and support data-driven decisions.
Develop real-time dashboards to monitor key operational KPIs and customer metrics.
Analyze operational performance to identify continuous improvement opportunities.
Establish monthly Operations Management reports with actionable performance insights.

Technology Integration & Efficiency Improvements

Drive the adoption of RPA and AI for process automation and efficiency gains.
Collaborate with Product teams to integrate automation tools into SaaS platforms.
Use BI tools to track efficiency, performance metrics, and automation impacts.

Strategic Partnerships Management

Manage global payroll channel partners relationships for operational efficiency.
Negotiate contracts to ensure cost-effectiveness and SLA compliance.
Leverage technology partners to enhance automation capabilities.

Requirement & Qualifications

Bachelor’s degree in Business, Operations Management, or related field (MBA preferred).
10+ years of experience in global payroll outsourcing or SaaS operations management.
Proven expertise in digital transformation, workforce development, and automation.
Experience managing multi-regional teams and implementing operational improvements.
Deep understanding of SaaS business models, HR and Payroll technologies, and automation-driven service delivery.
Strong knowledge of global payroll compliance, HR regulations, and multi-country payroll operations.
Experience with ERP, HCM, Payroll, and FinTech integrations.
Proficiency in data-driven decision-making, business intelligence (BI) tools, and performance optimization metrics.
Proven leadership, people management, and stakeholder engagement skills.
Strong ability to motivate, coach, and develop high-performing teams in a fast-paced environment.
Strategic mindset with a track record of executing business transformation and process automation.
Excellent verbal and written communication skills, with the ability to influence stakeholders at all levels.
Customer-centric mindset: Strong commitment to enhancing customer experience and driving retention.
Crisis management & resilience: Ability to handle high-pressure situations, mitigate risks, and ensure business continuity.

Performance Objectives

Operational Efficiency: Improve operational performance by 15% through digital transformation within 12 months.
Process Automation: Deploy RPA to automate 100% of manual workflows within 12 months.
Customer Retention: Sustain a 95%+ customer retention rate and 85%+ CSAT within 6 months.
Employee Engagement: Reduce attrition to below 15% through engagement initiatives within 9 months.
Leadership Development: Establish a succession pipeline covering 100% of critical roles within 12 months.
Training Impact: Attain 100% participation in compliance and technology training within 6 months.
Data Insights: Build real-time dashboards, achieving 100% monthly reporting accuracy within 3 months.
Risk Management: Ensure zero major compliance breaches through automated monitoring within 12 months.
Cost Savings: Reduce operational costs by 10% via automation and vendor management within 12 months.
Global Expansion: Develop standardized workflows to support entry into 5 new markets within 12 months.

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Disclaimer

Mercans collects and processes personal data in accordance with applicable data protection laws. If you are a European Job Applicant see the privacy notice for further details. Mercans does not discriminate on the basis of race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits.