• Serve as the primary operational liaison with the third-party payroll provider, ensuring adherence to SLAs, accuracy standards, and compliance requirements.
• Monitor vendor performance metrics, error rates, cycle timelines, and service delivery quality; partner with the vendor to drive root-cause analysis and corrections.
• Coordinate year-end payroll activities, tax filings, off-cycle runs, and regulatory updates with the outsourced provider.
• Validate payroll data from the timekeeping system (e.g. Workforce Software).
• Review and approve payroll reports before final submission.

• Manage complex, high-priority payroll issues escalated by employees, HR, or leadership, ensuring timely resolution and clear communication.
• Liaise with the third-party provider and the in house centralized HR data entry team on timely resolution to integration errors between related systems.
• Oversee research and auditing of anomalies, discrepancies, or payment issues, ensuring appropriate remediation and documentation.
• Develop and maintain escalation protocols and standard operating procedures.

• Audit timecard approvals and ensure compliance with attendance policies.
• Maintain and update payroll policies, procedures, and governance documentation in alignment with legal, regulatory, and internal requirements.
• Partner with Legal, Tax, HR, and Finance to assess regulatory changes and ensure payroll policies remain compliant across all jurisdictions.
• Support internal audits, SOX controls, and risk management activities; ensure data privacy and security standards are upheld.
• Union Contract Compliance: Ensure payroll calculations, deductions, and benefits align with multiple union agreements and collective bargaining requirements.
• Stay updated on legislative changes impacting payroll and timekeeping.

• Foster a high-quality employee payroll experience through accurate information, responsive service, and clear communication.
• Develop employee-facing materials such as FAQs, knowledge articles, and communication templates for payroll changes or issues.
• Analyze employee feedback and payroll trends to recommend improvements to systems, processes, or vendor practices.

• Lead, coach, and develop a retained payroll operations team focused on quality, service, and continuous improvement.
• Allocate workload, establish team goals, and provide performance feedback.
• Promote a culture of accountability, collaboration, and process ownership.

• Identify gaps, inefficiencies, or recurring issues within outsourced payroll processes and escalate to the vendor or internal partners.
• Participate in payroll system enhancements, upgrades, and cross-functional projects.
• Develop KPIs and reporting dashboards to measure payroll accuracy, timeliness, and employee satisfaction.

• 7-10 years of payroll operations experience, including at least 3-5 years in a leadership or team-management role.
• Experience working within an outsourced or hybrid payroll operating model strongly preferred.
• Hands-on experience with payroll escalations, audit controls, and compliance in multi-state or multi-country environments.

• Strong understanding of payroll fundamentals: wage calculations, deductions, taxes, year-end processing, and compliance.
• Ability to interpret regulatory changes and translate them into policy or process updates.
• Excellent communication skills with the ability to explain complex payroll issues in a clear, employee-friendly manner.
• Vendor management experience, including SLA oversight, performance reviews, and issue escalation.
• Analytical and problem-solving skills with strong attention to detail.
• Proficiency in HRIS/payroll systems (SAP) and intermediate Excel skills.
• Ability to lead teams through change, prioritize effectively, and manage complex operational workflows.

• CPP (Certified Payroll Professional) or FPC certification.
• Experience in shared services, HR operations, or global payroll environments.
• Proficiency with Timekeeping systems.
• Background in continuous improvement methodologies (Lean, Six Sigma, etc.).

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