Canada Payroll Specialist II

Overview

This role involves providing full end-to-end payroll processing support for managed payroll customers in Canada. The specialist will manage multiple customers with various deadlines in a fast-paced, remote work environment. Responsibilities include supporting specific managed customers as well as assisting all customers across service levels as needed. The position also requires Workday payroll configuration and year-end support.

Responsibilities

• Serve as the named specialist for managed payroll and payroll administrative customers; support other payroll, tax, and garnishment customers within the service team as needed
• Manage and respond to cases daily to meet service level agreements and maintain high client satisfaction
• Address internal escalated cases from the payroll team and other stakeholders
• Ensure timely resolution of customer issues, including handling escalations, performing root cause analysis, and implementing remedial actions
• Lead scheduled weekly, monthly, and quarterly client calls; participate in new client transitions and other service area calls such as tax
• Configure basic to medium complexity Workday pay components, deductions, and run categories to support year-end processes and special projects
• Troubleshoot quarter and year-end audit reports and provide recommendations to customers
• Meet quality and production metrics and scorecards
• Maintain payroll services support documentation
• Collaborate extensively with peers and customer teams to support customers and resolve requests

Requirements

• Associate degree or higher preferred
• Minimum 3 years of payroll experience involving end-to-end processing, research, payroll logic, and troubleshooting
• Minimum 3 years of customer experience or equivalent skills
• Advanced proficiency in Microsoft Word and Excel
• Strong understanding of payroll taxes, intermediate payroll configuration, and payroll compliance
• Experience with multi-jurisdiction tax, payroll year-end, W-2 support, and adjustments
• Strong written and verbal communication skills
• Excellent critical thinking, consultative, and problem-solving abilities
• Strong organizational skills with the ability to multitask and manage multiple customers effectively
• Detail-oriented with good time management and accuracy
• Ability to establish and maintain effective working relationships
• Strong analytical, data entry, and research skills
• Self-directed workload management with ability to meet tight deadlines and competing demands
• Exercises independent judgment and a sense of urgency

Preferred Qualifications

• Experience in an outsourcing environment related to payroll or tax
• Familiarity with Workday and Salesforce programs

Location

This is a remote position supporting customers in Canada.