Manager Payroll Services

Job Summary:
Overall responsibility for leading and managing the production activities within the Services team. This position is responsible for managing the people, processes, and technology required to successfully complete the required production obligations timely and accurately. This position will be responsible for sponsoring technology initiatives to improve the operational performance of the team, the customers experience, and the productivity of the team. Actively participate in the resolution of day-to-day issues that arise, including problems with customers, third parties, internal teams, and our internal systems as needed.

Essential duties and responsibilities:

Should be effectively able to manage a team of 10 to 20 members, including front-line managers.
Review the impact of service issue and proposed correction and mitigation plan for the same
Must have led transformation (RPA/Automation) projects in the previous role
Should be able to drive MBRs and QBRs with stakeholders
Conduct employee performance reviews
Develop strong relationships and alignment with our internal partners.
Ensure that all daily production requirements are completed each day with sufficient documentation to enable UKG to defend its timeliness and accuracy with third parties without further contact from our customers.
Drive the establishment and refinement of the UKG Services process methodology and best practices
Performs interview process for new hires for roles within team.
Builds and maintains strong peer relationships within the team and across the organization.
Escalate potential service issues to management.
Directs work within clear budgetary guidelines.
Defines standards and reusable approaches within the services operational framework.
Identify risk opportunities and define appropriate control measures
Is accountable for on-going management of effective client service relationships in one area of the business as the main point of contact for client representatives.

Qualification:
Overall, 10-14 years of work experience, of which 5 years in US Payroll or HCM
4+ years of management experience of leading a team
Excellent understanding on US Payroll

Preferred Qualifications/Skills:
Preferably having experience of managing frontline leaders
Working knowledge of UltiPro is a plus
Must be proficient in Microsoft Office (Excel, Word, and PowerPoint)
Industry-related certifications (FPC/CPP) is desirable

Interpersonal Skills:
Excellent written and verbal communication skills
Conflict resolution
Management experience
Excellent customer service skills
Ability to handle multiple tasks under tight deadlines
Highly motivated and team-oriented
Stakeholder Management

Education/Certification/License:
A bachelor degree in Business, Accounting, Computer Science or a related field or equivalent work experience will be considered