Payroll Delivery Manager

Role Description

The Payroll Delivery Manager is responsible for engaging and coordinating the team in all day-to-day service activities. You will ensure that the team is properly resourced, trained, and skilled to enable deliverables to be met timely and accurately and using the agreed-upon standards. You are responsible for the adherence of all applicable internal standard processes, as well as listening points to anticipate, prevent, and manage any staffing issues. You will need to perform active management, understand the levels of progress and specific needs for each individual whilst recognizing how the team fits into the larger delivery picture. As the Payroll Delivery Manager, you are expected to display decision-making skills that support all company and service policies while maintaining a professional environment for all team members.

• Support the associates and specialists enabling them to independently work from end to end, by monitoring, organizing, and coordinating the resolution of any blocking issues.
• Effectively manage and monitor ticket queues using the appropriate tools to ensure tickets are handled per the defined timelines, correct categorization, do not exceed expected thresholds, and are processed per defined quality standards.
• Coordinate training on ticket management as needed.
• Effectively monitor and track all client SLAs using the appropriate BI tools to ensure adherence to reporting calendar and standard processes; if SLAs are not being met, root cause and action plan to be collected and followed-up.
• Ability to utilize the HR suite of tools as it relates to the scope of their team.
• Undertake, support, and manage a Root Cause Analysis (RCA) when an issue occurs resulting in a client escalation ensuring that mitigating actions are implemented.
• Support the detection of deviations from the contractually defined standard scope of service and calendar ensuring the Change Request process and the Defective Input process is followed.
• Understand global standard processes as well as contractual scope of service for their team.
• Detect and solve possible inefficiencies in processes.
• Strong ability to coach, develop action plans, which maximize performance, and provide effective feedback and share business updates as appropriate.
• Support the recruitment, induction, onboarding, training, moves, contract changes, and exiting processes, ensuring these standards are followed and properly tracked.
• Manage accesses on all applicable systems for their team and support on logistical issues.
• Ensure compliant use of all systems and Company properties.
• Perform performance review for their team in collaboration with the Operation Manager.
• Manage schedule adherence, team productivity, capacity, and utilization.
• Support and adhere to all security compliance procedures while managing security incidents as per the defined process.
• Support technical issue coordination and resolution.
• Maintain a professional environment; correct behaviors and enforce the use of business etiquette.
• Work in very strict, positive, and flexible collaboration with the Operation Manager.
• Participate in other projects and activities compatible with own skills as needed and assigned.

Qualifications

• 2-3 years relevant experience administering Payroll or Health & Welfare/Benefits in an HR consulting, HR Outsourcing, or Corporate environment.
• HRIS knowledge: Workday, SAP, or PeopleSoft knowledge preferred.
• Experience managing a team.
• Strong knowledge of MS Office tools such as Excel, Word, and PowerPoint.
• Flexibility to support a global and fast-paced environment.
• Attention to detail.
• Excellent written and verbal skills.
• Self-motivated and a willingness to learn.
• Ability to collaborate and work in a team environment, as well as independently while adhering to processes and procedures.
• BA/BS in a business-related field such as accounting, Human Resources, or Business or equivalent combination of education & experience.

Benefits

• Health coverage.
• Wellbeing programs.
• Paid leave (vacation, sick, parental).
• Retirement plans.
• Learning opportunities.
• Competitive total rewards package.

Company Description

Strada is a people, payroll, and technology leader simplifying international workforce management. Operating in 180+ countries, we design and deliver people-first solutions powered by cloud-based technology – helping organizations grow and enabling workforces to perform at their best.