Payroll Delivery Manager

Payroll Delivery Manager (Remote work)

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 point 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 fit 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

Key responsibilities:

• 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 SLA 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 and followed are 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 behaviours and enforce the use of business etiquette​

• Work in very strict, positive and flexible collaboration with the Operation Manager

• Participates in other projects and activities compatible with own skills as needed and assigned

Key Criteria to monitor performance

• Adherence to all Security and Compliance procedures

• 100% on time and proper tracking of customer SLA agreements

• Adherence to quality standards

• Team retention

• Team Performance within defined standards and customer contracts

Required experience:

• 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

At Strada, our values guide everything we do:

• Anticipate Customer Needs – We stay ahead of trends so our customers can grow and succeed.

• Own the Outcome – We take responsibility for delivering excellence and ensuring things get done right.

• Challenge Ourselves to Work Smarter – We move faster than the world around us to drive change and accomplish more.

• Empower Each Other to Solve Problems – We tackle challenges head on, ask tough questions, and collaborate to find the best solutions.

• Care About Our Work and Our People – We understand that what we do impacts millions, and we have a responsibility to get it right.

We offer you a competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization.

DISCLAIMER:

Nothing in this job description restricts management's right to assign or reassign duties and responsibilities of this job to other entities; including but not limited to subsidiaries, partners, or purchasers of Strada business units.

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