Customer Service Associate Manager

Skill required: Voice - Service Desk Voice Support


Designation: Customer Service Associate Manager


Qualifications:Any Graduation


Years of Experience:10+ years in US/Canada Payroll consulting,


What would you do?
You will be aligned with our Customer Support vertical and help us in managing/ resolving customers query, handling escalations and complaints of the dissatisfied customers & giving best resolutions. You will also be responsible for closing the fault and complaints within SLA s.oGraduate in any disciplineoMinimum 10+ years of experience in US/Canada Payroll consulting, solution, and deliveryoExperience working in a Customer Service environment (payroll support experience preferred)oStrong customer engagement skills to drive transition activitiesoEnd to End knowledge of HR functionoGood analytical and problem-solving skills and ability to handle difficult client interactionsoTravel readiness and flexibility to work in different time zonesoPayroll and HR certifications highly preferred (FPC, CPP)The role is aligned to our Service Desk Voice Support team which is responsible for performing day to day operations while maintaining SLAs & solving queries related to disputes while coordinating with customers. The team reviews service requests based on the predefined scope of support, records, diagnoses, and troubleshoots customer raised incidents. They also manage unplanned interruptions to restore normal service operations as quickly as possible for voice interactions.


What are we looking for?

Active Payroll Processing

Pension Payroll Processing

Mobility Payroll Processing

Allocation of Time (Positive & Negative Payroll)

Overpayment Recovery

Remittance/Statutory Payments

Statutory Reporting

General Reporting

Garnishments

Tax Data Setup and Deductions

YE Govt Tax Reporting

Audit Management

Workers Comp Reporting

Time & Attendance

Leave Accrual Management

Time Tracking Vouchering

Leave Policy Management

Record of Employment Reporting

Excellent customer service skills

US/Canada Payroll Transformation

US/Canada Payroll Consulting

US/Canada Payroll Operations Experience

Professional Qualities

Good oral and written communication skills

Ability to identify and effectively use resources

Operational Excellence skills

Roles and Responsibilities:

Work with client to build process framework which will be a Tier 1.5 setup involved in supporting employee queries via call/chat and performing backend requests as well.

Drive conversations with client Contact Center stakeholders to understand payroll support scope and understand transition steps to move the same to Accenture.oAdvise & consult on future state Payroll organization design and target operating modeloProvide end to end process expertise input to the process team's (BI) during global design preparation & localization workshopsoParticipate in the global & localization sessions and provide leading practice input in administering local processesoDrive and compile leading practices, and process design considerations incorporating build to operate efficiency design principlesoProvide input, where needed on service delivery components needed for policy harmonizationoParticipate in global design authority discussions and provide input to any service delivery componentsoParticipate in testing end to end processes to get familiarization of various system and process scenarios for SOP creationoLead the SOP build & work with the SMEs to document process narratives and localization requirements needed for SOP creationoLead the training and service rehearsal activities & train ongoing teamoMonitor training and service rehearsal results and progress and help the transition team resolve issues and gapsoLead ongoing continuous process improvement analyses and monitoring of process-specific KPIsoProvide ongoing coaching to BPO process teamsoDesign customized Payroll solutions & lead client workshops solution presentation and solution oralsoExposure to regulatory reporting, laws, and country legislations oWork closely with transitions and Change management teams to ensure smooth transition of Payroll processes/activities to AccentureoSupport/work with diverse, multi-cultural global teams to create HRO (Payroll) solutions for clientsoLead Hypercare and other Governance meetings for respective domainsQualificationsAny Graduation