JOB SUMMARY

Responsible for ensuring all aspects of the payroll cycle are processed, reconciled, audited of outputs and transmitted accurately and timely.

•          Responsible for ensuring all aspects of the payroll cycle, are processed, reconciled, audited and transmitted accurately and on time

•          Ensure accurate and timely processing of payroll impacting changes, payments and payroll processing for assigned clients

•          Responsible for quality control and auditing to ensure accuracy and low error or defect percentage

•          Work with cross-functional internal partners to resolve client payroll matters and employee enquiries

•          Leverages strong analytical and problem-solving skills to efficiently resolve incidents

•          Provides customers with regular and timely incident updates

•          Maintains the highest level of customer satisfaction

•          Contributes to the support knowledge base

•          Think and act ahead, spot opportunities and act accordingly and proactively contribute to process improvements

•          Monitors scheduled import & export files

•          Processing of import files records and generates export HR files from DF to ICP

•          Process validation and investigates the files / failed imports

•          Login cases via CRM, failed import / export files / notifications

•          Updating share points status after each job

•           Work in coordination with technical support team

•          Validate trials exception error reports vs GTN

•          Keep the Global team aware of any escalations and feedback from Partners / Clients

•          To adhere with procedures / controls in place.

•          Achieve delivery of tasks in accordance with agreed schedules, procedures, and standards

•          Meet or exceed process KPIs

•          Drive customer satisfaction by providing high quality of service

•          Execute corrective and preventive action plans

•          Record key delivery data for metrics purposes

•          Aim at becoming a Subject Matter Expert in process

•          Be an effective team player

•          Proactively highlight risks

•          Ensure that complaints are proactively escalated

•          Seek and respond to development feedback

•          Reports to Associate Manager/Manager

•          Promptly escalate exceptions to Associate Manager/Manager/Director

•          Accountable for individual performance

•          Experience in high volume payroll operation. End to end payroll experience is a plus.

•          Experience in the payroll outsourcing or consulting industry preferred

•          Requires a clear understanding of payroll, RTI and an understanding of applicable legislative requirements 

•          Time Management and prioritization

•          Previous customer support experience

•          Demonstrable written and verbal communication skills using a variety of media dependent on the situation

•          Fluency in English (oral and written)

•          Telephone manner

•          Analytical and Reporting Skills

•          Computer Literate (MS Word, Excel, PowerPoint, Outlook)

•          Quality Focus

•          Results orientation

•          Capacity to adapt to Change

•          Initiative

•          People Sensitivity

•          Customer Orientation

•          Teamwork & Cooperation

•          Results Orientation

•          Information Seeking

•          Distribution of Knowledge

•          Assertiveness

•          Systems Orientation / Attention to detail

•          HSC Holder or Higher Education

•          CIPP certified / Native Payroll certified (EMEA)

•          Sound knowledge of GDPR

•          At least 2 years of work experience in a customer-facing office environment

•          EMEA working hours (11. 30 am. - 8.30 p.m.)

•          Ability to work overtime (Weekday/Weekend) during year end season and including Mauritius public holidays