Managed Payroll Specialist

About the role

OneSource Virtual (OSV) has worked exclusively with Workday customers since 2008 to deliver compliant, in-tenant technology and expert services to automate the administrative, transactional tasks of payroll, taxes, earned wage access, accounts payable, and benefits. With over 1,500 customers, 92% retention, and $225+ billion in treasury movement annually, OSV helps organizations maximize their Workday investment and operate it with confidence. This remote position resides in a customer team environment and supports both specific managed customers and all OSV customers as needed.

Responsibilities

• Act as named Specialist for Managed Payroll and Payroll Administrative customers; 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 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 identified gaps.
• 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; 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.
• Maintain payroll services support documentation.
• Work extensively with peers and customer teams to collaboratively support customers and resolve requests.
• Demonstrate experience in a team environment and a willingness to work toward improvements, open to new ideas and procedures.

Requirements

• Associate's degree required.
• 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.

Skills

• 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, support multiple customers effectively, and maintain detail orientation with good time management and accuracy.
• Ability 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 demands.
• Excellent problem-solving and mathematical skills.
• Strong understanding of payroll processes and procedures.
• Exercises independent judgment and a sense of urgency.

Preferred Qualifications

• Experience in an outsourcing environment—payroll or tax.
• Experience with Workday and Salesforce programs.

Benefits

OSV employees enjoy a values-based culture, upward mobility, and professional development with opportunities of all kinds. The organization rewards innovative thinking, fresh perspectives, creative collaboration, and hard work.