OneSource Virtual

Payroll

• Named resource for large, complex Managed Payroll Premium customers
• Manage cases for the book of Managed Payroll business to ensure service level agreements and high client satisfaction levels are being met by all team members
• Coordinate the distribution of customer Managed Payroll work across the team
• Manage the timely resolution of Managed Payroll customer issues including complex customer escalations
• Perform and document Root Cause Analysis and lead the implementation of remedial procedures to close gaps identified
• Frequent direct Managed Payroll customer contact
• Initiate and maintain client relationships specifically for large, complex customers
• Lead, or attend as a senior resource scheduled weekly, monthly and quarterly client calls
• Lead the Managed Payroll Service Rehearsal including the mock payroll
• Assist with complex Workday configuration of pay components and run categories
• Act as a point of reference and escalation for team configuration activities
• Follow daily standard operating procedures and processing checklist outlining workflow
• Maintain established turnaround service level agreement for resolving managed payroll issues
• Meet quality and production metrics outlined for position
• Contribute to a positive, collaborative work environment
• Assist with special projects as needed
• Provide support and act as a point of escalation for the service team
• Align work scheduling with customer needs to support complex and high profile customers
• Support Professional Services during new customer implementations as needed
• Support the Sales process as needed
• Act in a team lead capacity by delegating work across customer teams
• Coach, train, and mentor team members
• Follows all security protocols to safeguard confidential, proprietary, and/or customer data

Payroll Specialist III

Account Manager

• Lead, coach, and develop a team of skilled Tax Account Managers
• Drive team engagement and retention through effective leadership practices
• Implement talent development strategies including training programs and succession planning
• Oversee the tax account management function to ensure effective delivery of OSV tax services
• Enhance and maintain customer relationships through regular engagement and strategic roadmap planning
• Partner with Tax Program Management and Knowledge Coordinators to achieve enhanced analytics
• Create and maintain comprehensive reporting systems for team performance and customer satisfaction

Senior Manager, Tax Account Management

Account Executive

• Drive complex sales cycles to closure utilizing internal teams of Marketing, Business Development, Solution Consulting, Legal, and Executive Leadership
• Implement value-selling processes alongside a wealth of knowledge of Workday’s products and corresponding OSV BPaaS Services
• Cultivating mutually beneficial relationships with Workday sales teams in assigned territory

Account Executive – ME Net New

• Provide strategic leadership for the comprehensive customer training organization
• Oversee the development and delivery of world-class training programs for the tax compliance platform
• Build and execute comprehensive communication plans for training initiatives across teams
• Handle conversations with staff and clients regarding training effectiveness
• Clearly identify and mentor successors within the training organization
• Prepare materials for business presentations and training-focused content
• Develop measurable goals for the training organization that align with company objectives
• Negotiate and coordinate training delivery with teams to ensure support for broader initiatives
• Lead strategic development of training curriculum, methodologies, and delivery platforms
• Drive AI integration strategy for training operations
• Establish and maintain partnerships with industry organizations and certification bodies
• Oversee development of certification programs and competency frameworks
• Lead cross-functional collaboration with product development teams
• Establish training metrics and KPIs demonstrating impact

Payroll Tax Training Manager

Support Engineer

• Lead daily support activities and ensure compliance to Severity guidelines
• Oversee the use of standard processes for the Support Analyst team
• Develop an enhanced understanding of application support policies, processes, and procedures to support OSV’s enterprise applications and consumers.
• Provide technical/domain knowledge expertise to support team on system/workflow.
• Directly work support tickets with end users as needed to analyze and solve problems
• Be the focal point and assist the support team as needed with ticket escalations, project work and process guidance.
• Build and maintain effective internal relationships with Operational Leaders, DevOps and Development to help identify, report, and resolve issues quickly.
• Identify opportunities to improve automated processes and functions for the Analysts and work to ensure the fixes are completed timely.
• Responsible for delivering regular reporting metrics as defined by R&D leadership.
• Stay informed on product changes and rapidly learn information about product functionality.
• Identify emerging issue trends, communicate with the relevant teams and contribute to internal and business process improvements as necessary.

Senior Application Support Analyst

• Processes payroll settlements in client’s Workday application
• Settles on-demand payments as requested
• Maintains client-specific support documentation
• Responsible for managing daily control reports
• Performs Treasury exceptions

Payroll Specialist III

Senior Manager, Tax Account Management

Account Executive – ME Net New

Payroll Tax Training Manager

Senior Application Support Analyst

Payroll Processor