Senior Payroll Executive

SD Worx is a leading European provider of Payroll & HR services with global reach. We have offices in Europe and an office in 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.

Job Title: Lead Payroll Executive

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:

• 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, Utilization, Productivity, Accuracy, customer escalations and terminations 
• To call out support and training requirements 
• To identify and lead continuous improvements and process efficiency Note that other duties may be assigned by Team Leader/Manager 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

KNOWLEDGE, TECHNICAL SKILLS, QUALIFICATIONS & EXPERIENCE
Essential:
• Payroll administrative experience or finance administration experience in a payroll environment.
• Demonstrable customer service skills via telephone, and other forms of communication.
• Demonstrable knowledge of PC literacy and software usage ideally including Word and Excel
• Basic knowledge of payroll legislation
 

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.