SD Worx

Payroll

• Team Management & Operational Organization
• Lead, motivate and support the team on a day-to-day basis.
• Plan activities, manage workload distribution, organize operational coverage (with the Lead Admin).
• Manage time off and facilitate team meetings.
• Performance Monitoring
• Track KPIs/SLAs, analyze results and identify areas for improvement.
• Provide feedback, coaching, evaluations and improvement plans.
• Escalation Management & Client Support
• Oversee resolution of complex requests.
• Handle client escalations and ensure quality and timeliness of responses.
• Continuous Improvement & Quality
• Identify opportunities to simplify, standardize and optimize processes, including through the use of digital solutions and AI tools.
• Ensure internal procedures are updated and applied.
• Contribute to improving service quality and client satisfaction through a proactive, innovative and results-oriented approach.
• Cross-functional Collaboration
• Serve as the primary contact for FR teams and internal departments.
• Coordinate actions to resolve cross-functional operational issues.
• Training & Skills Development
• Identify needs, develop training plans and ensure onboarding of new team members.
• Encourage and support the professional development of the team.
• Reporting & Analysis
• Prepare and present monitoring reports (performance, quality, client feedback).
• Use data to guide decisions and recommendations.
• Project Participation
• Lead or contribute to projects aimed at improving administrative operations.
• Collaborate with cross-functional teams and ensure deadlines and standards are met.
• Culture & Cohesion
• Promote a positive, inclusive culture focused on collaboration and engagement.
• Lead initiatives that foster team cohesion and dynamics.
• Personal Development & Support to the Ops Manager
• Pursue personal development goals.
• Ensure managerial continuity and support the Ops Manager in transformation and team growth initiatives.

Team Leader – Payroll