JOB DESCRPTION:
Overall Objective: The Payroll Specialist is a HR expert whose mission is to provide HR outsourced services and manage requests and inquiries requiring a significant level of subject matter expertise in an efficient and effective way, in line with the statement of services and the agreed service levels.
Main Responsibilities:
- Works as the first point of contact in the delivery centre for Client HR representative.
- Work could include calls, tickets, emails or faxes from clients requesting services, support or issue resolution.
- Serves as the first escalation level for HR Consultant.
- Resolves escalated and complex issues in one or more specific process areas which include payroll, reports, processes and controls.
- Researches and processes master data changes and executes all process steps in accordance with the client’s standard operating procedures.
- Processes payroll (on and off cycle) and post payroll reconciliation and other transactions.
- Produces and supplies regular and on-demand payroll reports and statistical information according to the agreed services (SoS).
- Ensures the quality and timely delivery of payroll services (processing and controls) according to the contract and SLA
Requirements:
- Advanced HR expertise – In depth knowledge of processes, policies and regulations within the area of Payroll, Benefits Administration and employment law/legislation appropriate to the clients geography
- Good analytical skills – to be able to break down a problem, situation or process into its component parts, to separate the main issues from side-issues, to understand the nature of parts and their relationship to one another
- Gathering information and problem solving – look at existing issues and interact with others to find adequate solutions
- Knowledge of the Service Centre processes, policies and procedures (e.g. escalation procedures, service level agreements, client service standards)
- Good communicator and customer oriented – to be able to identify and understand the customer's needs
- Results oriented – to be able to achieve targets aligned with business goals
- Well-organized and planned, schedules time effectively and uses efficient work methods and tools
- Detail-oriented, thorough and focused on all aspects of the job to ensure high levels of accuracy
- Teamwork – to be able to work with colleagues to achieve targets and objectives.
- Ability to work under pressure, remains calm, is objective and controlled in responding to urgent or demanding situations. Maintains effective performance against strict deadlines
- Computer skills: MS Office, SAP HR, HR IS/IT systems and SC technology (tools for documentation/tracking, service delivery channels etc.)
