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Lead Payroll Executive

Ebene, MU, -

SD Worx is a leading European provider of Payroll & HR services with global reach. We have offices in 10 countries in Europe and Mauritius. Our goal? We bring people solutions to life. So companies of any size can turn Human Resources into a source of value for the business and the people in it. Our people solutions span the entire employee journey, from getting people paid to attracting, rewarding, and developing talent.

Description

The Lead Payroll Executive is responsible for the POD assigned within Payroll Operations, coaching, supporting and mentoring a group of 5 – 7 colleagues to achieve a best-in-class quality service to our customers.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

  •  To ensure team’s workload and deliveries are managed daily
  •  To manage issues and escalations from customers and track progress on a monthly basis visible to the Team Manager and Service Delivery Manager
  •  To identify & eliminate single points of failures through cross training on payrolls
  •  To track and report measurable improvement in team skillset (via skill matrix)
  •  To ensure all customers has a playbook or processing manual agreed and signed off by the customer or proven with no escalations from last 3 - 6 processing in place.
  •     To also track and report progress of the documentation creation and updates through lessons learnt
  •  To ensure all customer escalations have fully documented Root Cause Analysis and these are kept in the RCA log which is shared to all colleagues in Operations and is part of a monthly lessons learnt training session with the team
  •  To chair service reviews with customers
  •  To support using best practices the expansion of Payrolls Operations team
  •  To ensure adherence to quality standards and practices, via peer reviews on accounts in hypercare for example
  •  To drive customer satisfaction (KYC, NPS, etc.) by ensuring high quality of service
  •  To proactively highlight risks and provides with a set of plans and options to mitigate
  •  To seek and respond to development feedback
  •  To report on Key KPIs – NPS, KYC, Utilisation, Productivity, Accuracy, customer escalations and terminations
  •  To call out support and training requirements
  •  To identify and lead continuous improvements and process efficiency

Supervisory Responsibilities: Supervision of other colleagues and these include:

  •  To provide work direction and guidance to team members: ensure accuracy of the work of colleagues, their ability to operate under deadlines and to work on multiple tasks/accounts
  •  To contribute in Pod’s performance reviews and provide input into their learning and development plans

Degree of Independence/Supervision required

  •  Requires minimal supervision on the job
  •  Works independently with technical/functional/ business processes and follow standard principles of Payroll Operations delivery and quality guidelines
Description

Think and Act Outside-In - Manage Business: 

Build expertise with focus on the customer. The curiosity and eagerness to be close to trends and innovation and to develop and make this expertise available for customer solutions.

Agility - Manage Change:

From Service transaction to Customer journey. The ability to assess the client’s situation, fundamental wishes and needs, also in unstructured context, and to add more value then the customer expected throughout the full customer journey and over omni channels.

Connecting - Manage People:

The ability to collaborate effectively without boundaries (across teams, countries, languages, tools,…), colleagues, customers and network with his/her expertise, confidence and style.

SD Worx offers you, besides a competitive salary and benefits package, the autonomy and flexibility to take ownership of your work.  With the possibilities of flexible working hours, homework, working from other offices,… you can organize your own work.

For us, learning and innovating are like breathing, inspiring us to always go beyond.  We offer multiple trainings, projects… where you will learn from experts or in practice. From the start you will be engaged in your team, where we share knowledge, talents and celebrate our differences.

From many places, we work as one, moving from better to best together.

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