Mgr. Partner Operations

Overview

Build, lead and develop a team in India that delivers reliable, scalable support across UKG's global partner ecosystem, accountable for team performance, service delivery, operational controls and recurring partner operations workflows.

What you'll do

• Recruit, onboard, train, coach and manage a Partner Operations team in India, establishing clear roles, performance expectations, development plans and annual goals.
• Create an inclusive, accountable and high-performing team culture grounded in UKG values, continuous learning, collaboration and operational excellence.
• Manage daily operations, workload allocation, queue health, schedules, leave coverage, and month- and quarter-end readiness to meet business requirements and service-level expectations.
• Own team performance through regular coaching, quality reviews, productivity and service metrics, timely feedback, recognition and performance management.
• Oversee recurring operational requests and ensure accurate, timely records across designated systems and workflows.
• Ensure the team completes administrative, data-entry, validation and documentation activities in accordance with established procedures, controls and service-level commitments.
• Establish quality-control practices for reviewing submitted information, required approvals, completeness and accuracy; resolve or escalate missing, inconsistent or non-standard items promptly.
• Lead operational support for partner intake, qualification, approval, contracting, onboarding, lifecycle management, renewal, termination and offboarding workflows.
• Maintain governance over account, contact, hierarchy, geographic, agreement, status, renewal and termination data in Salesforce and other designated systems.
• Oversee lead entry and tracking, account matching, data-quality reviews, attribution clean-up and related record-management activities.
• Ensure accurate and timely preparation of recurring files, reports and data submissions for commissions, referral fees, program administration, forecasting, billing and financial operations.
• Manage commercial program administration, including fee and billing files, payout preparation, vendor or program tracking and follow-up on payment issues.
• Monitor assigned support queues, ensure timely responses to routine inquiries, and provide clear ownership and escalation paths for non-standard or high-risk issues.
• Serve as a trusted operational partner to onshore Partner Operations leaders and cross-functional stakeholders, communicating capacity, performance, dependencies, risks and improvement opportunities.
• Document and standardize processes, maintain operating procedures and training materials, and identify opportunities to simplify, automate and scale work.
• Provide operational leadership for technology, broker, services, GPO/PE and other partner programs as assigned, adapting team capabilities as business needs evolve.

What you'll need

• Twelve or more years of experience in partner operations, sales operations, commercial operations, business process support, finance operations or a related field, including at least five years of people-leadership experience.
• Demonstrated success building, leading, coaching and developing operational teams in a fast-paced, service-oriented environment.
• Experience managing service delivery, operational queues, workload planning, performance metrics, quality controls, escalations and business continuity.
• Strong knowledge of partner, customer or commercial lifecycle processes, such as intake, approval, contracting, onboarding, lead management, data governance, billing, commissions, renewals and offboarding.
• Proven ability to build trusted relationships and influence stakeholders across functions, levels, cultures and geographic locations.
• Strong analytical, problem-solving and decision-making skills, with the ability to identify risk, resolve operational issues and use data to improve performance.
• Experience with Salesforce and Microsoft applications.
• Excellent written and verbal communication skills, including the ability to communicate priorities, performance, risks and recommendations clearly.
• Strong attention to detail, sound judgment, and a consistent focus on data accuracy, process compliance and stakeholder experience.
• Ability to lead through change, manage competing priorities, and maintain team engagement and service continuity during peak periods.
• Willingness to provide leadership coverage during month-end and quarter-end periods and to travel on a limited basis, as required.

Nice to have

• Familiarity with ERP, workflow, ticketing, reporting or partner-management systems.

Details

• Location: Noida, Uttar Pradesh, India.
• Limited business travel as required.
• Leadership coverage during month-end and quarter-end periods.