• Hire, develop, manage, evaluate, and direct the team coordinating the activity of staff, assigning and/or adjusting workloads, as required, to ensure work is completed in an accurate and timely manner, and in compliance with client SLAs.
• Coach, mentor and provide leadership development to team members, to optimize engagement, operational excellence and create a deeper bench of experienced talent.
• Engage key stakeholders and internal customers to ensure expectations are clearly defined and being met.
• Act as a point of escalation for US and other global geos' stakeholders & customers and facilitates timely remediation of issues; ensures resources, capabilities and capacity to meet both existing and new business demand ﾠ
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• Instil a strong focus on customer service and satisfaction.
• Build strong, trusting relationships with US, employees, and internal customers.
• Ensure adherence to process controls to help mitigate financial, customer service, reputation, and data security risks.
• Generate operational metrics to communicate and manage the performance of the production team
• Escalate potential service issues to Senior Management.
• Directs work within clear budgetary guidelines.
• Train team members on new or enhanced operation procedures and policies.
• Implement quality control measures.
• Performs interview process for new hires for roles within team.
• Other related production activities as required
• Facilitate the delivery of training as required by internal or external customers
• Provide backup to team and after-hours work, as necessary.
• Defines standards and reusable approaches within the Services operational framework.
• Is accountable for on-going management of effective client service relationship in one area of the business as the main point of contact for senior client representatives.
• Other duties may be assigned from time to time
• Drive Innovation and transformation related efforts in the group, resulting to FTE saving/Cost savings/efficiency gain
• Engage with product development teams and look for opportunities to simplify solutions for our clients and Ukrewers.
• Hands on experience in creating PPT's, conducting larger forums for the team.
QUALIFICATION
• MBA finance or bachelor's degree in finance, corporate accounting or related field
• 8+ years in a management role |5+ years of process/operational excellence experience
• Should have managed minimum span of 60+ and experience with managing the managers
• Good knowledge on designing Performance Metrics for the team
• Significant experience leading and managing service operations with US stakeholders and senior leaders
• Experience building teams during rapid growth cycles and a proven track record of building an engaging culture for employees
• Solid financial acumen, proficiency in accounting, US / other global tax, or payroll principles and budget management
Preferred Qualifications:
• In-depth experience managing US payroll processing and tax business processes
• Expert knowledge of US payroll laws, including employer and employee multi-state payroll taxation
• Certified Payroll Professionals with knowledge of payroll and tax accounting practices are preferred. Certified Payroll Professional (CPP), Certified Treasury Professional (CTP)
• Working knowledge of UltiPro is a plus
• Must be proficient in Microsoft Office (Excel, Word, and PowerPoint)
• Strong interpersonal and communication skills
• Excellent customer services skills
• Results oriented and self-motivated.
• Conflict resolution
• Ability to handle multiple tasks under tight deadlines