Location: The successful candidate will have the opportunity to work in a hybrid environment; working remote as well as at the closest office location
About the Opportunity
Responsible for ensuring all aspects of the payroll cycle are processed, reconciled, audited and transmitted accurately and timely.
What you’ll get to do
Responsible for ensuring all aspects of the payroll cycle are processed, reconciled, audited and transmitted accurately and timely for all assigned clients.
Ensure accurate and timely processing of payroll impacting changes, payment and payroll processing for assigned clients.
Responsible for quality control and auditing to ensure accuracy and low error or defect percentage.
Work with cross- functional internal partners to resolve client payroll matters and employee enquires. (Support and Contact Centre)
Leverages strong analytical and problem-solving skills to efficiently resolve incidents.
Provide customers with regular and timely incident updates.
Maintains the highest level of customer satisfaction.
Contributes to the support knowledgebase.
Create, update, and review standard operating procedures (SOP) and perform frequent and timely document reviews.
Have an ‘I own it’ attitude about deliverables and projects from start to finish.
Manage client and customer related task within the task management system ensuring all documentation is complete, accurate, and timely.
Think and act ahead, spot opportunities and act accordingly and proactively contribute to process improvements.
Skills and Experience we Value
Achieve delivery of tasks in accordance with agreed schedules, procedures, and standards.
Meet or exceed process KPIs.
Drive customer satisfaction by providing high quality of service.
Execute corrective and preventive action plans.
Record key delivery data for metrics purposes
Aim at becoming a Subject Matter Expert in process.
Be an effective team player
Proactively highlight risks
Ensure that complaints are proactively escalated
Seek and respond to development feedback.
Will be formally supervised by Team Lead/Manager
Promptly escalate exceptions to the Seniors/Team Lead/Manager
Accountable for individual performance
Experience in high volume payroll operation. End to end payroll experience is a plus.
Experience in the payroll outsourcing or consulting industry preferred
Requires a clear understanding of payroll, RTI and an understanding of applicable legislative requirements
Time Management and prioritization
Previous customer support experience
Demonstrable written and verbal communication skills using a variety of media dependent on the situation
Fluency in English (oral and written)
Telephone manner
Analytical and Reporting Skills
Computer Literate (MS Word, Excel, PowerPoint, Outlook)
Quality Focus
Results orientation
Capacity to adapt to Change
Initiative
People Sensitivity
Customer Orientation
Teamwork & Cooperation
Results Orientation
Information Seeking
Distribution of Knowledge
Assertiveness
Systems Orientation / Attention to detail
HSC Holder or Higher Education
CIPP certification is an advantage
Sound knowledge of GDPR
At least 2 years of work experience in a customer-facing office environment
UK working hours (11:30 am to 8:30 pm)
Ability to work overtime (Weekday/Weekend) during year end season and including Mauritius public holidays.
Ceridian
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