Managed Payroll Specialist

The Managed Payroll Specialist will be responsible for providing full end-to-end payroll processing support for OSV’s Managed Payroll customers. Will manage multiple customers with various deadlines in a fast-paced work environment. This remote position resides in a customer team environment and, in addition to supporting specific managed customers, will also support all OSV customers across all service levels as the leaders and business deem necessary. In addition to day-to-day support, Workday payroll configuration and year-end support is required.

Responsibilities

• Act as named Specialist for Managed Payroll and Payroll Administrative customers; and support other OSV payroll, tax and garnishment customers as needed within the service team.

• Manage and respond to cases daily to ensure service level agreements and high client satisfaction levels are being met.

• Respond to internal escalated cases from payroll team and other internal stakeholders.

• Manage the timely resolution of customer issues including handling customer escalations, perform and document Root Cause Analysis and implement remedial procedures to close gaps identified.

• Lead scheduled weekly, monthly, and quarterly client calls; participate in new client transition and other service area calls as needed, such as tax.

• Configure basic to medium complex Workday pay components, deductions, run categories and support the year-end process and possible assist with special projects as needed.

• Troubleshoot quarter and year-end audit reports and make recommendations to customers.

• Meet quality and production metrics and scorecards.

• Maintains payroll services support documentation.

• Works extensively with peers and customer teams to collaboratively support customers and resolve requests.

• Experience in a team environment and a willingness to work towards improvements, open to new ideas and procedures.

Competencies

• Excellent critical thinking, consultative, and problem-solving skills

• Strong communication skills with emphasis on outstanding customer service

• Strong organizational skills with ability to multi-task, support multiple customers effectively, while being detail oriented with good time management skills and accuracy.

• Ability to establish and maintain effective working relationships.

• Strong analytical, data entry and research skills

• Self-directed management of workload with ability to meet tight deadlines and competing demand.

• Excellent problem solving and mathematical skills.

• Strong understanding of payroll processes and procedures

• Exercises independent judgment and a sense of urgency

Qualifications

Education/Certification Requirement

Associate's degree

Required

• 3+ years of Payroll experience involving end-to-end processing, research, payroll logic, and troubleshooting

• 3+ years Customer Experience, or proven skills to operate at this experience level.

• Advanced Proficiency with the Microsoft Word and Excel

• Strong understanding of Payroll Taxes, intermediate Payroll configuration and Payroll Compliance.

• Multi-Jurisdiction tax, Payroll Year End and W-2 Support and Adjustments experience.

• Strong written and verbal communication skills

Preferred

• Experience in an outsourcing environment - payroll, or tax, Workday and Salesforce programs

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