Overview
This role provides full, end-to-end payroll processing support for the organization’s Managed Payroll customers. You will manage multiple customers with varying deadlines in a fast-paced environment. The position operates within a customer team setting and, in addition to supporting specific managed customers, also supports customers across all service levels as needed by leaders and business priorities. Workday payroll configuration and year-end support are required.
Responsibilities
- Serve as a named Specialist for Managed Payroll and Payroll Administrative customers; support additional payroll, tax, and garnishment customers as needed within the service team.
- Manage and respond to cases daily to help meet service level agreements and maintain high client satisfaction.
- Respond to internal escalations from the payroll team and other internal stakeholders.
- Ensure timely resolution of customer issues, including managing escalations, performing and documenting Root Cause Analysis, and implementing remedial procedures to close identified gaps.
- Lead scheduled weekly, monthly, and quarterly client calls; participate in new client transition and other service-area calls as needed (including 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.
- Work extensively with peers and customer teams to collaboratively support customers and resolve requests.
- Contribute to continuous improvements by engaging with new ideas and procedures.
Requirements
Education / Certification
Required
- 3+ years of Payroll experience involving end-to-end processing, research, payroll logic, and troubleshooting
- 3+ years 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
Preferred
- Experience in an outsourcing environment (payroll or tax)
- Experience with Workday and Salesforce programs