Payroll Specialist III

• Responsible for ensuring all aspects of the payroll cycle are processed, reconciled, audited and transmitted accurately and timely for all assigned clients.
• Ensure accurate and timely processing of payroll impacting changes, payment 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 enquires. (Support and Contact Centre)
• Leverages strong analytical and problem-solving skills to efficiently resolve incidents.
• Provide customers with regular and timely incident updates.
• Maintains the highest level of customer satisfaction.
• Contributes to the support knowledgebase.
• Create, update, and review standard operating procedures (SOP) and perform frequent and timely document reviews.
• Have an ‘I own it’ attitude about deliverables and projects from start to finish.
• Manage client and customer related task within the task management system ensuring all documentation is complete, accurate, and timely.
• Think and act ahead, spot opportunities and act accordingly and proactively contribute to process improvements.

• 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 certification is an advantage
• Sound knowledge of GDPR
• At least 2 years of work experience in a customer-facing office environment
• UK working hours (11:30 am to 8:30 pm)
• Ability to work overtime (Weekday/Weekend) during year end season and including Mauritius public holidays

Ceridian