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Role Description
The Payroll Specialist III will be responsible for providing strategic and complex tactical solutions for Workday managed payroll administration services to our most complex customer base; and, will manage multiple projects with various deadlines in a fast-paced work environment. Will act as a senior resource supporting complex Workday payroll configuration and year-end activities.
- Named resource for large, complex Managed Payroll Premium customers
- Manage cases for the book of Managed Payroll business to ensure service level agreements and high client satisfaction levels are being met by all team members
- Coordinate the distribution of customer Managed Payroll work across the team
- Manage the timely resolution of Managed Payroll customer issues including complex customer escalations, perform and document Root Cause Analysis and lead the implementation of remedial procedures to close gaps identified
- Frequent direct Managed Payroll customer contact – initiate and maintain client relationships specifically for large, complex customers
- Lead, or attend as a senior resource scheduled weekly, monthly and quarterly client calls and new Managed Payroll client transition introduction meeting calls
- Lead the Managed Payroll Service Rehearsal including the mock payroll
- Assist with complex Workday configuration of pay components and run categories
- Act as a point of reference and escalation for team configuration activities
- Follow daily standard operating procedures and processing checklist outlining workflow
- 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
- Provide support and act as a point of escalation for the service team
- Aligns work scheduling with customer needs to support complex and high profile customers
- Support Professional Services during new customer implementations as needed
- Support the Sales process as needed
- Act in a team lead capacity by delegating work across customer teams, coach, train, and mentor team members
- Follows all security protocols to safeguard confidential, proprietary, and/or customer data
Qualifications
- Associate's degree Required
- Certified Payroll Professional (CPP) required (at time of hire) or 15+ years of Customer service and Payroll experience involving End to End processing, Research and Complex Troubleshooting
- Advanced Proficiency in Microsoft Word and Excel
- Demonstrated Logical Payroll thinking
- Experience with difficult, demanding clients
- Experience with and understanding of Payroll Taxes
- Complex Payroll configuration
- Strong understanding of Payroll Compliance
- Year-End Support and W2 Consultation experience
Requirements
- Experience in an outsourcing environment, payroll or tax
- Systems Implementation experience
- Multi-Jurisdiction tax and/or Payroll Year End Adjustments experience
- Workday Payroll experience
- Systems Implementation
- Accounting / Book Keeping / GL experience
- Experience with Salesforce programs
Benefits
- Values-based culture
- Upward mobility
- Professional development with opportunities of all kinds
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