FAO Operations Manager

Our client in the BPO industry is seeking an experienced FAO Operations Manager with an accounting qualification join their team. The successful candidate will lead the operations team responsible for Finance & Accounting Outsourcing (FAO), payroll support, and related Global Business Services (GBS).

Key performance areas

• Lead the South African delivery team responsible for Finance and Accounting Outsourcing (FAO), payroll support, and related Global Business Services (GBS), ensuring accurate, timely, and compliant service delivery.
• Support the implementation and growth of payroll services for worksite employees, including payroll processing, employee data management, benefits and pensions administration, tax-related coordination, issue resolution, and client service.
• Develop operational capabilities in Durban to support FAO and GBS growth across the UK and Ireland markets, serving SMEs, mid-market clients, accountancy firms, franchise groups, and Professional Employer Organisation (PEO) services.
• Partner with sales, implementation, and client teams to translate client requirements into practical delivery models, staffing plans, standard operating procedures (SOPs), controls, and performance measures.
• Maintain strong governance across payroll, finance, and employee-related processes, ensuring data privacy, information security, audit readiness, segregation of duties, quality control, and effective exception management.
• Recruit, train, coach, and develop team leaders, payroll specialists, and finance operations staff, building a scalable talent pipeline to support future growth.
• Collaborate with GBS leadership, sales, service management, quality, HR, IT, and client stakeholders to assess new opportunities, plan transitions, onboard new services, and stabilise operations.
• Monitor and improve operational KPIs, including accuracy, turnaround times, SLA attainment, case ageing, first-time-right performance, productivity, training readiness, employee attrition, and client satisfaction.
• Prepare and present performance reports, operational ramp-up plans, risk registers, capacity forecasts, and continuous improvement initiatives to senior management and client stakeholders.
• Drive continuous improvement through Lean, Kaizen, Six Sigma, automation, and workflow optimisation, focusing on reducing manual processes and strengthening controls across finance and payroll operations.
• Oversee operational readiness, including staffing, training, systems access, telephony and voice capabilities, hardware, software, workspace requirements, business continuity, and escalation procedures.
• Ensure compliance with company policies and procedures, including the Employee Code of Discipline, Quality Management System (QMS), Information Security Management System (ISMS), Environment, Health and Safety (EHS), Environmental Management System (EMS), Data Privacy Act (DPA), and other applicable requirements.
• Ensure that non-conformities, corrective and preventive actions, concessions, and audit findings are addressed within the prescribed timeframes.
• Report security incidents and identify and report potential security vulnerabilities.
• Perform any other duties as assigned from time to time.

The successful candidate must have

• Matric with a Bachelor’s degree in Finance, Accounting, Business Administration, Human Resources, Payroll Management, Operations Management or a related field of qualification
• A formal qualification in payroll, accounting, bookkeeping, HR services, or equivalent practical training in payroll or finance operations is strongly preferred.
• Must have at least 5 years’ operations management experience in BPO, GBS, shared services, FAO, payroll services, HR operations, PEO/ASO services, or a related professional services environment.
• Professional certifications such as SAIPA, CIPP, ACCA, AAT, CPA, CIMA, bookkeeping, payroll administration, Lean Six Sigma, or project or service management certifications are advantageous.
• Hands-on experience managing teams responsible for payroll processing, payroll administration, employee data changes, deductions, benefits, pension and retirement contributions, payroll queries, payroll reviews, and issue resolution.
• Experience supporting client payroll operations, where payroll or payroll-related services are delivered on behalf of multiple client companies or worksite employee populations.
• Practical FAO experience in one or more core finance functions, including Procure-to-Pay, Order-to-Cash, Record-to-Report, general ledger, accounts payable, accounts receivable, reconciliations, tax support, treasury support, cash applications, or management reporting.
• Experience in service transitions, operational ramp-ups, knowledge transfers, SOP development, quality control, training calibration, operational stabilisation, and client governance for new payroll or finance services.
• Experience working with UK, Irish, US, or multinational clients is preferred, particularly where the role requires strong spoken English, client interaction, cross-cultural communication, and a high level of payroll accuracy.
• Excellent computer literacy (MS Office – Outlook, Word & Excel)
• Excellent attention to detail and ability to meet deadlines
• Excellent written & verbal communication skills
• Must have a driver’s licence and own reliable transport
• Must be willing to work US based hours

Please note that only short listed candidates will be contacted.

To be discussed during the interview process.

PeopleFinder Career Placements

Recruiter: Wallindi Schirnig

Email: ***email_hidden***