Sr. Payroll Services Manager
Position Summary / Objective
The Sr. Payroll Services Manager will be responsible for supervising the team of payroll employees whose primary responsibilities include processing, settlement and fulfillment of payroll and customer facing interaction to solve and / or triage customer initiated inquiries via the OneSource ticketing system for fulfillment, payroll, managed payroll role, and final settlement activities for multiple companies in an outsourcing environment. The Payroll Manager must be a payroll expert and a client advocate with an ability to think outside the box to problem solve for the client. The Payroll Manager will have the ability to coach and train the team of payroll employees to ensure the highest level of compliance in a best of class payroll environment. The Payroll Manager reports to the Director of Managed Payroll. This is a tremendous opportunity for a skilled payroll professional who is dedicated to providing a superior customer-facing experience.
Essential Functions / Duties / Responsibilities
Monitor tickets daily to ensure service level agreements and high client satisfaction levels are being met
Manage the timely resolution of customer issues including handling customer escalations, perform and document Root Cause Analysis and implement remedial procedures to close gaps identified
Assist director in managing quarterly processes to ensure deadlines are met
Collaborate with Payroll Director to maintain and improve standard operating procedures for Managed Payroll Specialists
Oversee and document on-going training requirements for each Managed Payroll Specialists
Train new employees on the Workday system and other OneSource systems that are used in all day to day business operations
Recognize and adhere to proper segregation of duties and work with Managed Payroll Director to prepare for annual SSAE16 audit.
Initial escalation resource for Managed Payroll Specialists for questions / problems
Attend scheduled weekly, monthly and quarterly client calls and new client transition introduction meeting calls
Manage performance appraisals for employees including employee goal setting and personal growth plans
Attend scheduled weekly, monthly and quarterly client calls and new client transition introduction meeting calls
Maintain established turnaround service level agreement for resolving managed payroll issues
Meet quality and production metrics outlined for position
Contribute to a positive, collaborative work environment
Assist with special projects as needed
Competencies
Energetic and positive with good sense of urgency
Excellent critical thinking skills
Strong communication skills with emphasis on outstanding customer service
Flexible in a changing environment and takes initiative
Strong organizational skills with ability to multi-task and support multiple customers effectively
Works closely with others in a team, supporting collective goals
Detail Oriented with good time management skills
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 demands
Use tact and discretion in dealing with customer information
Excellent complex problem solving and mathematical skills
Strong understanding of payroll processes and procedures
Exercises independent judgment
Consultative mind set with a heart of a teacher
Seasoned trainer and mentor
Ability to delegate work, motivate staff, coach staff, provide constructive feedback
Supervisory Responsibility
This role does have supervisory responsibilities
Qualifications and Experience
Associates degree or higher (or experience equivalent)
Certified Payroll Professional certification required (at time of hire or within 6 months)
5 + years full service payroll experience
Manager or recent supervisory experience
Advanced Proficiency in Microsoft Word and Excel
Preferred Skills
Knowledge of payroll and payroll processing preferred
Experience in an outsourcing environment, payroll or tax preferred
Experience with Zendesk and / or Salesforce programs
Experience with Workday a plus
LI-REMOTE
You are encouraged to learn and share ideas when you join the OneSource Virtual team. We reward innovative thinking, fresh perspectives, creative collaboration, and hard work. As an organization experiencing routine strategic growth, we are always on the lookout for intelligent, talented, and forward-thinking professionals to join our team. OSV employees enjoy a values-based culture, upward mobility, and professional development with opportunities of all kinds.
Apply Now
The Sr. Payroll Services Manager will be responsible for supervising the team of payroll employees whose primary responsibilities include processing, settlement and fulfillment of payroll and customer facing interaction to solve and / or triage customer initiated inquiries via the OneSource ticketing system for fulfillment, payroll, managed payroll role, and final settlement activities for multiple companies in an outsourcing environment. The Payroll Manager must be a payroll expert and a client advocate with an ability to think outside the box to problem solve for the client. The Payroll Manager will have the ability to coach and train the team of payroll employees to ensure the highest level of compliance in a best of class payroll environment. The Payroll Manager reports to the Director of Managed Payroll. This is a tremendous opportunity for a skilled payroll professional who is dedicated to providing a superior customer-facing experience.
Essential Functions / Duties / Responsibilities
Monitor tickets daily to ensure service level agreements and high client satisfaction levels are being met
Manage the timely resolution of customer issues including handling customer escalations, perform and document Root Cause Analysis and implement remedial procedures to close gaps identified
Assist director in managing quarterly processes to ensure deadlines are met
Collaborate with Payroll Director to maintain and improve standard operating procedures for Managed Payroll Specialists
Oversee and document on-going training requirements for each Managed Payroll Specialists
Train new employees on the Workday system and other OneSource systems that are used in all day to day business operations
Recognize and adhere to proper segregation of duties and work with Managed Payroll Director to prepare for annual SSAE16 audit.
Initial escalation resource for Managed Payroll Specialists for questions / problems
Attend scheduled weekly, monthly and quarterly client calls and new client transition introduction meeting calls
Manage performance appraisals for employees including employee goal setting and personal growth plans
Attend scheduled weekly, monthly and quarterly client calls and new client transition introduction meeting calls
Maintain established turnaround service level agreement for resolving managed payroll issues
Meet quality and production metrics outlined for position
Contribute to a positive, collaborative work environment
Assist with special projects as needed
Competencies
Energetic and positive with good sense of urgency
Excellent critical thinking skills
Strong communication skills with emphasis on outstanding customer service
Flexible in a changing environment and takes initiative
Strong organizational skills with ability to multi-task and support multiple customers effectively
Works closely with others in a team, supporting collective goals
Detail Oriented with good time management skills
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 demands
Use tact and discretion in dealing with customer information
Excellent complex problem solving and mathematical skills
Strong understanding of payroll processes and procedures
Exercises independent judgment
Consultative mind set with a heart of a teacher
Seasoned trainer and mentor
Ability to delegate work, motivate staff, coach staff, provide constructive feedback
Supervisory Responsibility
This role does have supervisory responsibilities
Qualifications and Experience
Associates degree or higher (or experience equivalent)
Certified Payroll Professional certification required (at time of hire or within 6 months)
5 + years full service payroll experience
Manager or recent supervisory experience
Advanced Proficiency in Microsoft Word and Excel
Preferred Skills
Knowledge of payroll and payroll processing preferred
Experience in an outsourcing environment, payroll or tax preferred
Experience with Zendesk and / or Salesforce programs
Experience with Workday a plus
LI-REMOTE
You are encouraged to learn and share ideas when you join the OneSource Virtual team. We reward innovative thinking, fresh perspectives, creative collaboration, and hard work. As an organization experiencing routine strategic growth, we are always on the lookout for intelligent, talented, and forward-thinking professionals to join our team. OSV employees enjoy a values-based culture, upward mobility, and professional development with opportunities of all kinds.
Apply Now