Senior Payroll Specialist (Product Support)

POSITION SUMMARY: We are looking for an experienced Senior Payroll Specialist – Product Support with strong hands-on knowledge of Indian Payroll, statutory compliance and payroll processing. The role will provide functional support to customers using a SaaS HRMS & Payroll platform and will act as a senior domain point of contact for complex payroll, compliance and product-related queries. The ideal candidate should combine strong payroll expertise with excellent customer communication, problem solving, ownership and customer-handling skills. The candidate must be able to understand a customer's business requirement, analyze the issue, explain the solution in simple business language, coordinate internally when required, and drive the case to closure within SLA.

ROLE OBJECTIVE:

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Provide accurate, timely and customer-focused functional support for payroll and HRMS-related queries.

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Use strong payroll-domain knowledge to identify the root cause of calculation, configuration, compliance and process issues.

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Handle complex and high-priority customer cases independently and take ownership until resolution.

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Act as a bridge between customers and internal Product, Development, QA and Operations teams.

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Improve customer experience through clear communication, proactive updates, effective troubleshooting and knowledge sharing.

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Contribute to product quality, UAT, knowledge base and continuous improvement initiatives.

KEY RESPONSIBILITES:

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Payroll & Functional Product Support

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Payroll Domain & Statutory Compliance

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Customer Communication & Customer Handling

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Troubleshooting & Root Cause Analysis

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Escalation & Cross-Functional Coordination

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Knowledge Management & Process Improvement

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Payroll Knowledge

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Product / Technical Skills

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Customer Handling & Behavioral Competencies

REQUIRED EXPEREINCE & QUALIFICATION:

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Recommended experience: 2–5 years in Payroll Operations, Payroll Product Support, HRMS Support or a similar payroll-domain role.

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Strong practical knowledge of Indian payroll and statutory compliance.

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Experience supporting enterprise or high-headcount customers is preferred.

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Experience with SaaS-based HRMS/payroll products is preferred.

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Graduate degree in Commerce, Business Administration, HR, Finance or a related discipline preferred.