Payroll Delivery Manager
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With the support, resources, and opportunities we provide,you’llbuild a fulfilling future – working on meaningful projects that span industries and regions, contributing to outcomes that matter.
Strada is a people, payroll, and technology leader simplifying international workforce management. Operating in 180+ countries, we design and deliver people-first solutions powered by cloud-based technology – helping organizations grow and enabling workforces to perform at their best.
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Payroll Delivery Manager (Remote work)
The Payroll Delivery Manager is responsible for engaging and coordinating the team in all day to day service activities. You will ensure that the team is properly resourced, trained and skilled to enable deliverables to be met timely and accurately and using the agreed upon standards. You are responsible for the adherence of all applicable internal standard processes, as well as listening point to anticipate, prevent and manage any staffing issues. You will need to perform active management, understand the levels of progress and specific needs for each individual whilst recognizing how the team fit into the larger delivery picture. As the Payroll Delivery Manager you are expected to display decision-making skills that support all company and service policies while maintaining a professional environment for all team members
Key responsibilities:
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Support the associates and specialists enabling them to independently work from end to end, by monitoring, organizing and coordinating the resolution of any blocking issues
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Effectively manage and monitor ticket queues using the appropriate tools to ensure tickets are handled per the defined timelines, correct categorization, do not exceed expected thresholds and are processed per defined quality standards
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Coordinate training on ticket management as needed
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Effectively monitor and track all client SLAs using the appropriate BI tools to ensure adherence to reporting calendar and standard processes; if SLA are not being met, root cause and action plan to be collected and followed-up
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Ability to utilize the hr suite of tools as it relates to the scope of their team
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Undertake, support and manage a Root Cause Analysis (RCA) when an issue occurs resulting in a client escalation ensuring that mitigating actions are implemented
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Support the detection of deviations from the contractually defined standard scope of service and calendar ensuring the Change Request process and the Defective Input process is followed
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Understand global standard processes as well as contractual scope of service for their team
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Detect and solve possible inefficiencies in processes
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Strong ability to coach, develop action plans, which maximize performance, and provide effective feedback and share business updates as appropriate
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Support the recruitment, induction, onboarding, training, moves, contract changes and exiting processes, ensuring these standards and followed are properly tracked
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Manage accesses on all applicable systems for their team and support on logistical issues
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Ensure compliant use of all systems and Company properties
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Perform performance review for their team in collaboration with the Operation Manager
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Manage schedule adherence, team productivity, capacity and utilization
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Support and adhere to all security compliance procedures while managing security incidents as per the defined process
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Support technical issue coordination and resolution
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Maintain a professional environment; correct behaviours and enforce the use of business etiquette
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Work in very strict, positive and flexible collaboration with the Operation Manager
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Participates in other projects and activities com