Director of Payroll Customer Service

Director of Payroll Customer Service

The NYC Financial Information Services Agency-Office of Payroll Administration (FISA-OPA) seeks to hire the Director of Payroll Customer Service. The Director of Payroll Customer Service ensures compliance with City of New York and agency policies within the units of the Payroll Customer Service Division of the OPA Payroll Operations Division to deliver customer service to city employees. They direct and manage six (6) units: Check Replacement, Ordered Deductions, Transit Benefit, Check Distribution, Payroll Refund and Adjustment, and Union Services. Under minimal supervision, the Director of Payroll Customer service will be responsible to:

• Analyze, formulate, document, implement, and monitor operational procedures and systems for all Check Replacements, Ordered Deductions, Transit Benefits, Check Distributions, Payroll Refund and Adjustments and Union Services to ensure compliance with Federal, State, and City regulations;
• Manage the check replacement process to city employees, city agencies and external entities requesting replacement of damaged/lost/stolen paper checks;
• Manage deductions and payments for all court and administrative ordered deductions;
• Manage the Transit Benefit program and payments to Transit Benefit Program contractors;
• Manage the distribution of city paper pay checks, and direct deposit statements;
• Manage the process for payroll check cancellations, beneficiary services payments and payments received for recoupment of overpayments for employees;
• Manage deductions and remittances for union dues, political dues, and voluntary insurance deductions with accompanying schedules, reconciliations, and reports to the various unions and insurance providers; manage the monthly billing of administration and distribution costs to the unions and insurance providers;
• Provide administrative management and oversight to staff members assigned to the six (6) aforementioned units;
• Prepare analytical reports in regular intervals and on demand that summarize the main events of the division and statistical and demographic data of the programs and city agencies and employees impacted by the services provided within the Customer Service Division and;
• Participate in projects as assigned by Executive Management.

Preferred Skills:

• Must possess knowledge of the organizational structure of the City of New York payroll, financial, and human resources systems including but not limited to Payroll Management System (PMS), Payroll Information Administration (Pi), New York City Automated Personnel System (NYCAPS), Financial Management System (FMS), City Human Resource Management System (CHRMS), Reports Management Distribution System (RMDS) and ClearQuest.
• Ability to analyze payrolls, pay cycles, and corresponding pay calculation dates and perform inquiries and interpret data retrieved from system inquiries and reports.
• Possess a background in accounting and analysis, essential for account maintenance, payments, and reconciliations.
• In accordance with agency policy, formulate, document, implement, and monitor procedures comparable to industry best practices.
• Acts as liaison to other City agency personnel and external entities, possess excellent interpersonal, organizational, written and oral communication, and organizational skills. Ability to work efficiently in a fast-paced environment.
• Excellent skills with Microsoft 365 products (Outlook, Word, Excel, and PowerPoint).

Minimum Qualifications

1. A baccalaureate degree from an accredited college or university, including or supplemented by 24 semester credits in accounting, including one course each in advanced accounting and auditing, and four years of satisfactory full-time professional accounting or auditing experience, at least 18 months of which must have been in an administrative, managerial, or executive capacity or supervising a staff performing accounting or auditing work; or 2. A valid New York State Certified Public Accountant license and at least 18 months of satisfactory full-time professional accounting or auditing experience in an administrative, managerial or executive capacity or supervising a staff performing accounting or auditing work.

55a Program

This position is also open to qualified persons with a disability who are eligible for the 55-a Program. Please indicate at the top of your resume and cover letter that you would like to be considered for the position through the 55-a Program.

Public Service Loan Forgiveness

As a prospective employee of the City of New York, you may be eligible for federal loan forgiveness programs and state repayment assistance programs. For more information, please visit the U.S. Department of Education's website at

Residency Requirement

New York City residency is generally required within 90 days of appointment. However, City Employees in certain titles who have worked for the City for 2 continuous years may also be eligible to reside in Nassau, Suffolk, Putnam, Westchester, Rockland, or Orange County. To determine if the residency requirement applies to you, please discuss with the agency representative at the time of interview.

Additional Information

The City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy.