International Payroll – Team Leader
Role Expectations
• Drive the Payroll practice as per strategy and delivery expectations
• Delivery of all Payroll clients through a team of Cluster Heads and Processor/QC Teams
• Be a client’s key stakeholder / partner, empowering the best possible customer experience and high-quality service delivery of Managed Payroll Services for our clients.
• Ownership for customer focused payroll team, steering customer work, planning resourcing and availability as well as leading the customer’s service delivery of our client sites.
• Ensure that services are delivered according to SLA’s; monitor, report and analyse KPI’s regarding service excellence and customer satisfaction
• Deliver efficient change management, deployment and improvements of payroll system developed internally
• Proactively drive automation initiatives and transition activities including cost efficiency improvements.
• Build Employee Capability initiatives and ensure team members’ domain and technical competencies are up to date
• Adoption of regulatory laws & best practices.
• Ensure all programs are well executed & inter department co-ordination
• Ensure change management is adequately factored for time & necessary charge back of cost to the respective cost centres/clients
Responsibilities
• Apply process knowledge to eliminate manual processes and reduce overall processing time
• Produce analytics to improve overall efficiency
• End to end payroll processing as per SLA
• Partner with the client HR teams & other internal customers to ensure effective processes and issue resolution
• Adhere to defined service level agreements and statutory requirements, ensuring accurate payroll delivery every month
• Enable processes to complete quality checks for accuracy by establishing accuracy standards
• Review delivery performance and instil a culture of continuous improvement and outstanding customer service
• Ensure appropriate workload allocation, & sharing of knowledge
• Seek feedback from customers and respond to any compliments, concerns, complaints
• Work with the HR and Payroll Service Delivery Manager on opportunities to develop the service offer and identify/pursue additional opportunities to expand the service
• Build team competency in relevant domains
• Ensure retention and instil a culture of recognition and rewards for good work
Competencies
• Strong people management and leadership skills
• Genuine interest in contributing to people development
• Strong Business Acumen
• Sensitive and alert to customer’s needs and expectations
• Proactiveness in cooperation with other team members and management
• Excellent interpersonal, communication and negotiation skills
• Ability to prioritize, plan and structure the work towards targets
• Capability to convert issues and requirements into solutions and business opportunities
• Proficient with MS Office and extremely Tech savvy
• Metrics and outcome focused
• Exceptional Interpersonal Skills
Education & Experience
Bachelors / Master’s Degree in Human Resources or relevant field or equivalent experience of 8 or more years.
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