Key Responsibilities
1. Product Strategy (Market-Aligned & Execution-Ready)
- Translate company strategy into a clear, prioritised platform roadmap
- Define product capabilities that strengthen compliance, transparency, and operational efficiency
- Ensure product development supports scalable service delivery
- Balance innovation with operational practicality
- Drive adoption and measurable impact of new features
2. Technology Leadership & Platform Governance
- Ensure platform reliability, scalability, and data integrity
- Oversee engineering discipline, release cadence, and QA standards
- Reduce rework and technical debt
- Strengthen documentation and handover between Product and Operations
- Ensure systems reduce manual dependency and key-person risk
3. Service Delivery Excellence (Payroll & Benefits)
- Ensure accurate, timely payroll and benefits administration across markets
- Strengthen SOPs and operational controls
- Improve onboarding turnaround time
- Establish clear escalation governance
- Maintain strong SLA performance
4. Operational Alignment & Risk Management
- Identify operational bottlenecks early and implement solutions
- Reduce internal friction between Product, Tech, and Operations
- Protect service quality while supporting growth
5. Margin & Efficiency Optimisation
- Improve cost-to-serve through automation and process optimisation
- Strengthen operational visibility into gross margin
- Drive scalable operational infrastructure
What Success Looks Like
Within 12 months:
- Platform roadmap delivered with predictable cadence
- Payroll accuracy and SLA performance at industry leading levels
- Clear SOPs across key workflows
- Reduced escalations and operational firefighting
- Improved gross margin driven by operational efficiency
- Leadership confidence in operational stability
Required Experience & Qualifications
- 10+ years experience within HR tech-enabled services, SaaS + managed services, or fintech operations
- Proven experience leading both technical (Product/Engineering) and service delivery teams
- Demonstrated ability to align product strategy with operational scalability
- Experience managing multi market or regional operations preferred
- Strong commercial acumen with exposure to margin management
Leadership Profile
- Systems thinker with structured execution discipline
- Calm, decisive, and commercially aware
- Strong cross functional communicator
- Able to make principled trade-offs
- Focused on building scalable infrastructure rather than heroic effort
