HR and Payroll Specialist
Strada
Job Level
JuniorMid-Level
About the role
- Support associates and specialists to enable independent end-to-end work by monitoring, organizing and coordinating resolution of blocking issues
- Effectively manage and monitor ticket queues using BI tools to ensure timely handling, correct categorization and quality standards
- Coordinate training on ticket management as needed
- Monitor and track client SLAs using BI tools; perform root cause analysis and follow-up action plans when SLAs are not met
- Utilize the hrX suite of tools as it relates to the team scope
- Undertake, support and manage Root Cause Analysis (RCA) for client escalations and ensure mitigating actions are implemented
- Detect deviations from contractually defined scope and ensure Change Request and Defective Input processes are followed
- Understand global standard processes and contractual scope for the team and detect/solve process inefficiencies
- Support Specialist activities for specific accounts when required
- Coach team members, develop action plans to maximize performance, provide feedback and share business updates
- Support recruitment, induction, onboarding, training, moves, contract changes and exiting processes and track standards
- Manage system accesses for the team and support logistical issues; ensure compliant use of systems and company properties
- Perform performance reviews in collaboration with the Operation Manager and support SOC compliance
- Ensure team follows Defined Work Instructions (DWIs), monitor periodic reviews and storage of DWIs
- Manage TRS and time-related processes: back-ups, shifts, holiday coverage, absences, training presence, overtime, work at home
- Manage schedule adherence, team productivity, capacity and utilization
- Recognize and handle sensitive and confidential information appropriately; support security compliance and incident management
- Coordinate and resolve technical issues; liaise with QA, Service Readiness, AS, reception and other departments
- Maintain a professional environment, correct behaviours and enforce business etiquette; participate in projects as assigned
Requirements
- Strong knowledge of MS Office tools such as Excel, Word, and PowerPoint
- Flexibility to support a global and fast paced environment
- Attention to detail
- Excellent written and verbal skills
- Self-motivated and a willingness to learn
- Ability to collaborate and work in a team environment, as well as independently while adhering to processes and procedures
- BA/BS in a business-related field such as accounting, Human Resources or Business or equivalent combination of education & experience
- 2-3 years relevant experience administering Payroll or Health & Welfare/Benefits in an HR consulting, HR Outsourcing or Corporate environment
- HRIS knowledge: Workday, SAP, or PeopleSoft knowledge preferred
- Desirable: Experience working with HR and payroll data
- Desirable: Experience managing a team
- Authorization to work in the Employing Country without the need for visa sponsorship by Strada
