Customer Service Senior Specialist

• Help design, build and continuously improve the clients online platform.
  


• Research, suggest and implement new technology solutions following best practices/standards.
  


• Take responsibility for the resiliency and availability of different products.
  


• Be a productive member of the team.
  

Requirements

• Bachelor's degree in a business-related field such as Accounting, Human Resources, Business Administration, or a comparable combination of education and relevant experience.
  


• 3–4 years of hands-on experience in payroll administration within an HR consulting, HR outsourcing, or corporate environment.
  


• In-depth knowledge of payroll processes, best practices, and applicable legislation.
  


• Strong understanding of payroll inputs/outputs, including third-party interfaces, timekeeping systems, tax compliance, and benefits integration.
  


• Support Managers in client engagement by ensuring timely and accurate delivery of information.
  


• Assist with new client implementations and go-live activities.
  


• Provide daily functional support to operational teams to ensure accurate and timely payroll processing.
  


• Maintain and update the Client Solution Workbook to reflect current operational status.
  


• Develop, update, and enforce Defined Work Instructions (DWIs) and other process documentation.
  


• Review and sign off on system maintenance and testing activities.
  


• Participate in the review of Statements of Work (SoWs) to ensure alignment with client needs and contractual agreements.
  


• Manage resolution of functional and technical issues escalated by the team; log detailed tickets with supporting evidence to Application Services and/or Product teams.
  


• Collaborate with Operations, Transformation, and Product teams to implement automation, innovation, and continuous improvement initiatives.
  


• Support Year-End activities and assist with client escalations and post-mortem analyses (lessons learned).
  


• Lead design, implementation, and continuous improvement of core HR processes (e.g., onboarding, recruitment, performance management, employee lifecycle).
  


• Collaborate with HR Business Partners (HRBPs) to align HR processes with business goals across functions and regions.
  


• Act as the subject matter expert (SME) for assigned HR processes, ensuring compliance, documentation accuracy, and effective communication.
  


• Monitor process efficiency using KPIs and feedback loops to identify and address bottlenecks.
  


• Partner with HRIS and other key stakeholders to ensure systems support efficient, user-friendly HR operations.
  


• Familiarity with HRIS platforms such as Workday, SAP, or PeopleSoft.
  


• Payroll certifications (e.g., CPP, FPC, or country-specific equivalents) are a plus.
  

Benefits

• A challenging, innovating environment. 
  


• Opportunities for learning where needed.