Canada Payroll Specialist II

Essential Functions/Duties/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 the payroll team and other internal stakeholders
• Manage the timely resolution of customer issues including handling customer escalations, performing and documenting Root Cause Analysis, and implementing 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 to support the year-end process and possibly assist with special projects as needed
• Troubleshoot quarter and year-end audit reports and make recommendations to customers
• Maintain payroll services support documentation
• Works extensively with peers and customer teams to collaboratively support customers and resolve requests

Competencies

• Excellent critical thinking, consultative, and problem-solving skills
• Strong communication skills with an emphasis on outstanding customer service
• Strong organizational skills with the ability to multi-task, and support multiple customers effectively while being detail-oriented with good time management skills and accuracy
• Able to establish and maintain effective working relationships
• Strong analytical, data entry, and research skills
• Self-directed management of workload with the 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 And Experience

• Associates degree or higher preferred
• 3+ years of Payroll experience involving end-to-end processing, research, payroll logic, and troubleshooting
• 3+ years of Customer Experience, or proven skills to operate at this experience level
• Advanced Proficiency with 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