Introduction
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Your role and responsibilities
The Payroll Subject Matter Expert (SME) of the HR Contact Center has to develop subject matter expertise in all payroll processes and a sound knowledge of end-to-end payroll delivery for their country. This person supports the inquiry resolution in the Contact Center based on designated processes. The Payroll SME performs activities within the responsibility area in a timely and accurate manner which may include the delivery of projects and the ownership of the desktop procedure documents (DTP).
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The Payroll SME performs the above activities in the required language for the designated country or countries as per management requirements.
Responsibilities:
The Payroll SME is responsible for the accurate processing of complex Payroll-related inquiries assigned by the HR Contact Center Advisor. If the inquiry cannot be resolved in the received call, chat or email, the Payroll SME is responsible for contacting the appropriate departments (eg. HR, Employee Data Management and Payroll) or forwarding the request to those departments.
He/she ensures the delivery of a high quality, proactive, customer-focused service to external clients, also supports the Team Leader in cross training the team members.
He/she is responsible for maintaining an up-to-date knowledge base and DTPs, based on client's input according to current legislation of the designated country or countries. Individuals assigned to the role, are expected to maintain the documentation governance model, as per Account requirements, supervising any updates to existing documents. The Payroll SME also implements changes to daily operation and issue resolution techniques ensuring compatibility with procedures and business controls.
He/she ensures inputs to monthly payroll execution are provided in a timely manner - this includes regular quality checks and communication with the client and other departments. Moreover, they are accountable for cascading process changes to the team, ensuring up-to-date procedures agreed with the Client are fully understood and followed by the Delivery Teams. He/she should collaborate with the leadership Team, to assess potential impact on operations related scope changes or on-going projects.
- Communicate effectively with the customers about Payroll policies, processes and tools;
- Take ownership of the resolution/investigation of payroll-related issues of the client, giving guidance and solving problems whenever possible and within the target response time. Escalate issues to designated next level experts as per process;
- Work as a member of a team to minimize customer wait times, maximize customer satisfaction and response accuracy;
- Forward inquiries as per documented procedure (DTP) in timely and accurate manner according to the Service Level Agreements (SLA);
- Comply with tracking/administrational requirements in relevant systems and repositories;
- Proactively identify trends and areas for improvement (including DTP gaps or obsolete information) and suggest resolution to management;
- Perform and document quality checks as required by management.
General responsibilities:
- Ensure teamwork and knowledge management by sharing information with colleagues and country process teams;
- Alert management regarding out of scope requests, client escalations, complaints and potential SLA misses;
- Inform your management about any relevant increase/decrease of workload;
- Proactively participate in cross departmental teaming and projects;
- Follow business controls guidelines, corporate instructions and internal processes during work.
Required education
None
Preferred education
Master's Degree
Required technical and professional expertise
Environment:
• Has broad experience in a Payroll role, preferably in an international services environment
• Ensures the delivery of a high quality, professional and proactive day to day service to clients
• Helps to ensure efficient operations within the team and with others
• Draws conclusions and gives recommendations from diverse points of view
• Delivers input on individual performance to management
• Delivers induction and on the job training
Communication/Negotiation
• Develops and maintains a proactive working relationship with clients through regular contact
• Is responsible for managing the focal point relationship with allocated customer contacts
• Works across team boundaries
• Regularly exchanges data and information with peers in HR and other functional areas
• Drives good team work through clear and proactive communication and cooperation
Problem Solving
• Ensures, according to procedures, client questions/issues/queries are identified, investigated and solved
• Recommends and implements improvements to complex cases , supporting the HR Team Leader based on his/her deep understanding of Payroll disciplines, processes and standards
• Uses own creativity and judgement to recognize problems and issues which are frequently beyond the scope of established procedures and practice
• Has strong technical skills to work with internal and Vendor systems
Contribution/Leadership
• Continually seeks ways to improve customer satisfaction
• Ensures that client queries are followed up to resolution or get escalated to management
• Actively contributes to the development of new or changed processes and procedures in HR disciplines
• Actively supports the relationship with internal and external auditors ensuring the timely compliance with audit requests for information
Impact on Business/Scope
• Can lead efforts to identify ways to improve business results of team and/or Group/department
• Ensures that relevant deadlines are achieved
• Drives a good team spirit through proactive communication and counseling in line with policies and procedures
• Continually considers improvement and simplification opportunities and signalizes these to the management
Required:
- English: Fluent
- German: Fluent
- At least 2 years of experience in Payroll Delivery
Preferred technical and professional experience
N/A
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OTHER RELEVANT JOB DETAILS
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