Manage a team of 12 associates , accountable for the day-to-day , end to end Payroll activities of a set of US & Canada Globalview Clients and achievement of established associate and client service level metrics.
Establish and communicate goals and provides regular feedback to associates, including developmental opportunities.
Continuously reviews team performance; identifies and appropriately addresses opportunities for improvement.
Achieve objectives for associate engagement and turnover.
Collaborate with other Globalview teams and internal departments to ensure service objectives are met.
Identify areas in need of process improvement and solicits feedback from associates on service improvements.
Create a high-performance team environment that supports/reinforces associate development and retention.
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Provides periodic performance feedback and conducts quarterly performance reviews.
Assist in determining the team's training requirements.
Ensure timely and effective training is delivered to enhance skills of the team.
Manage Client health, Kpi's and Tickets.
Drive regular Production meetings and reviews with the client.
SPOC and first level of escalation for issues with payrolls or Client.
Perform audits and reconciliations to ensure 100% payroll accuracy.
Should be willing to work in night shifts and flexible to stretch till payroll closures in the team.
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Graduate of Bcom/Bsc/BA/Business administration/Accounting or other related disciplines.
8-10 years customer service, benefits administration, payroll, HR or related experience.
2 -3 years SME, mentor or supervisory experience
Proven proficiency in prioritizing critical client issues and managing workflow.
Proficiency in the use of MS Office (Excel)
Effective oral and written communication skills required.
Strong interpersonal, conflict management and mentoring skills.
Effective time management skills, organization, and planning required.
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