Overview
The organization is seeking a Managed Payroll Specialist to provide full end-to-end payroll processing support for Managed Payroll customers. This role involves managing multiple customers with varying deadlines in a fast-paced environment. While supporting specific managed customers, the specialist will also support customers across all service levels as needed.
Workday payroll configuration and year-end support are required.
Responsibilities
- Serve as a named specialist for Managed Payroll and Payroll Administrative customers; support other payroll, tax, and garnishment customers as needed within the service team.
- Manage and respond to cases daily to ensure service level agreements and high client satisfaction.
- Respond to internal escalated cases from the payroll team and other internal stakeholders.
- Ensure timely resolution of customer issues, including handling customer escalations.
- Perform and document Root Cause Analysis and implement remedial procedures to close gaps identified.
- Lead scheduled weekly, monthly, and quarterly client calls; participate in new client transition and other service area calls as needed (e.g., tax).
- Configure basic to medium complex Workday pay components, deductions, and run categories.
- Support the year-end process and assist with special projects as needed.
- Troubleshoot quarter and year-end audit reports and make recommendations to customers.
- Meet quality and production metrics and scorecards.
- Maintain payroll services support documentation.
- Collaborate with peers and customer teams to resolve requests.
Requirements
Education/Certification
Required
- 3+ years of Payroll experience involving end-to-end processing, research, payroll logic, and troubleshooting
- 3+ years of Customer Experience, or proven skills to operate at this experience level
- Advanced proficiency with Microsoft Word and Excel
- Strong understanding of Payroll Taxes, intermediate payroll configuration, and payroll compliance
- Multi-jurisdiction tax, Payroll Year End, and W-2 support and adjustments experience
- Strong written and verbal communication skills
Competencies
- Excellent critical thinking, consultative, and problem-solving skills
- Strong communication skills with emphasis on outstanding customer service
- Strong organizational skills; ability to multi-task, support multiple customers effectively, and remain detail oriented
- Ability to establish and maintain effective working relationships
- Strong analytical, data entry, and research skills
- Self-directed management of workload with ability to meet tight deadlines and competing demand
- Excellent problem solving and mathematical skills
- Strong understanding of payroll processes and procedures
- Exercises independent judgment and a sense of urgency
Preferred Qualifications
- Experience in an outsourcing environment (payroll or tax)
- Workday and Salesforce program experience
Location
Remote position (customer team environment).