Location: The successful candidate will have the opportunity to work in a hybrid environment; working remote as well as at the closest office location

About the Opportunity:

About the Opportunity Dayforce is currently seeking a Full-Time Salaried Payroll Delivery Manager I to join our Dayforce Global Managed Services Team. The role focuses on collaborative leadership of Payroll specialists for an assigned book of clients. We service our clients by supporting the complete employee life cycle including payroll, workforce management, benefits, allowing the clients to focus on their core business.

The ideal candidate will have a strong background in effectively managing customers’ relationships and other stakeholders, support process sustainability, indirectly managing the payroll specialists and being a strong consultative partner. They will also have an in-depth working knowledge of multi-counties payroll, year- end processing, projects management, own day to day deliverables and has an “I own it” attitude with a “Be the Difference” passion to deliver exceptional results.

Position reports to senior manager or director.

What you’ll get to do: 

• Managing the end-to-end operational activities for the clients they lead to ensure daily targets are met.
• Managing a broad scope of day-to-day operations with agility and through continual change.
• Accountable and responsible for overall quality control and auditing to ensure accuracy and low error or defect percentage. Leads efforts to continually improve in these areas.
• Ensure adherence to contract and service level agreements (SLA) compliance.
• Think and act ahead, spot opportunities and act accordingly and proactively contribute to process improvements.
• Measuring, monitoring, and controlling quality using departmental metrics.
• Be a subject matter expert of client information and provide professional suggestions for improvement to the stream manager(s), other leaders and the client. Share the knowledge with other employees.
• Perform as a workflow coordinator by: 
• Tracking processes, managing tasks, and removing bottlenecks.
• Ensure that goals and objectives align with the organization's overall strategy and vision.
• Utilize resources while prioritizing and allocating them to achieve efficiency and best in class global service for our clients.
• Supports (existing and new) clients and internal teams throughout various client life cycles & parallel runs / transition
• Increase effectiveness and suggest process improvements that identify and address any inefficiencies within internal and external processes.
• Assist in directing the Specialists to the necessary tools, provide coaching and training to the team.
• Assist in establishing standards and best practices and ability to document standard operating procedures.
• Assist in evaluating and assessing the overall effectiveness of the team resource allocation.  
• Enhance, support, and promote cross-functional training and create a network of cross-functional internal partners.
• Technical skills are essential for the Payroll Delivery Manager (PDM) position as it requires specific detailed knowledge and the capabilities to accomplish assigned tasks.
• Communication skills are essential as the PDM must be able to transfer all information to others (clients, leaders, co-workers) effectively and efficiently. The PDM will need to convey information in a way so that each role understands and relates.
• Decision making skills for the PDM will include the ability to weigh the risks and rewards of all choices. Moreover, this position will also require the PDM to recognize problems and opportunities quickly and precisely. The PDM will then action appropriately to resolve the issue and/or capitalize on the opportunities.
• Leads and coordinates the end-to-end payroll process for clients.
• Provides leadership and expertise at a process level for the stream.
• Approve payrolls while adhering to compliance guidelines before commit
• Responsible for year-round compliance and control efforts
• Manage or perform the quarter and year end process among the payroll team and internal partners to execute payroll requirements on time and accurately
• Indirectly manages colleagues to support them executing their responsibilities.
• Supports (existing and new) clients and internal teams throughout various client life cycles.
• Has an “I own it” attitude about deliverables and projects from start to finish..
• Coordinate with the payroll team to improve NPS and reduce escalations
• Responsible for year-round compliance and control efforts.
• Performs frequent audits to ensure accuracy of payroll tax setup and compliance with tax agency requirements.
• Perform pay period, quarter, and year-end payroll tax audits. Think and act ahead, spot opportunities and act accordingly and proactively contribute to process improvements.
• Ability to process critical / At risk accounts.
• Proactively manage quarter, and year-end payroll auditing and processing.
• Strong working knowledge of all Multi countries, local and local tax laws.
• Leads efforts to create a network of cross-functional internal partners.
• Owns 25% of processing payrolls capacity / Or a high-volume payroll operation.
• Leadership experience managing high volume and complex processes.
• Extensive Dayforce technical knowledge, especially in Payroll and ability to process or assist the team during payrolls processing.
• Meticulously plans, organizes, and resolves operational items at a client level, including positive change management abilities.
• Must have excellent verbal and written communication skills with the ability to communicate clearly and effectively with leadership, internal partners, and customers.
• Experience and comfort with case relationship management (CRM) systems that include service level agreements (SLA) expectations, turnaround times, and deadlines with metrics.
• Easily embraces and adapts to change, motivated problem solver, highly solution driven.

Skills and Experience we Value:
 

• Require minimal supervision on the job
• Works independently with functional/ business requirements and follow principles of project management and quality guidelines when designing and implementing a solution
• People Decisions: assisting stream managers
• Promptly escalate exceptions to the Senior Manager / Director
• Accountable for individual performance

Technical Competencies:

• Demonstrable written and verbal communication skills using a variety of media dependent on the situation
• Fluency in English (oral and written)
• Telephone manner
• Presentation Skills
• Performance Management Skills
• Conflict Management Skills
• Reward & Motivation Skills
• Risk Management Skills
• Administrative Skills
• Time Management Skills
• Self-Management Skills
• Customer Complaint Managements Skills
• Analytical Skills
• Decision-making Skills
• Recruitment Interviewing Skills
• Training Skills
• Coaching Skills
• Delegation Skills
• Proven knowledge of process methodology and ability to develop and improve process
• Computer Literate (MS Word, Excel, PowerPoint, Outlook)

Behaviour Competencies:

• Results Orientation
• Capacity to adapt to Change
• Initiative
• Information Seeking
• People Sensitivity
• Customer Orientation
• Impact & Influence
• Organizational Awareness
• Networking & Relationships
• Developing Others
• Teamwork & Cooperation
• Team Leadership
• Distribution of Knowledge
• Assertiveness
• Systems Orientation / Attention to detail

Relationship management:

• Coordinating interaction between Dayforce and Customers through steering committee calls
• Stakeholder relationship maintenance and satisfaction

• Diploma / degree holder and above
• At least 4 years of experience in payroll configuration and/or processing at S4+ or P2+ level
• Ability to prepare dashboards / metrics and SLA / KPIs presentations.
• Any Global Payroll and/or Benefits certification highly desired.
• Experience with APAC payroll extremely desirable
• Flexibility in terms of working hours (e.g., should be able to cover APJ hours – normal working hours.