(MAU) Managed Operations Specialist

Responsible for providing administrative support to deliver excellent client service by effectively and accurately processing payroll related tasks.

About the opportunity

The Managed Operations Specialist is responsible for providing administrative support to deliver excellent client service by effectively and accurately processing payroll related tasks. The candidate should also be able to interface with peers and clients using critical thinking skills to resolve mild to complex problems.

What you’ll get to do

• Ensure completeness and professionalism while maintaining "Right the First Time" accuracy and schedule adherence.
• Prepare and respond to inquiries from peers and clients.
• Interface with clients and use critical thinking skills to resolve complex problems within a high-volume, fast-paced environment
• Manage assigned work in an organized, proactive manner to meet all required commitments, including KPI's (metrics) and client SLA's (service level agreements)
• Proactively highlight risks and prepare root cause analysis to ensure issues/concerns are escalated for resolution
• Support peer work audit for accuracy
• Assist with root cause analysis and logging checks
• Track and resolve errors
• Perform miscellaneous requests from team
• Work with cross-functional internal partners to resolve client payroll matters and employee inquiries
• Ensure accurate and timely processing of payroll impacting changes, tax forms, payments and payroll processing for assigned clients
• Work with cross-functional internal partners to resolve client payroll matters and employee inquiries, providing on-going daily support and subject matter expertise
• Provide HR/Payroll support services to clients according to Dayforce contract, government compliance and business needs
• Create, update and review standard operating procedures and perform quarterly document reviews
• Have an “I own it” attitude about deliverables and projects from start to finish
• Proactively manage quarter and year-end payroll auditing
• Think and act ahead, spot opportunities and act accordingly and proactively Contribute to process improvements

Skills and experience we value

• Eager to learn, grow and develop – self-study, company trainings, feedback
• Ability to make sound decisions, work independently and assist other staff members.
• Ability to maintain a positive work atmosphere facilitating the success of the department.
• Ability to maintain sensitive and highly confidential information
• Seek improvements, question processes, streamline, prioritize, and be efficient
• Be a global partner, take ownership, seek solutions even when it is not your job
• Functions well in a constantly changing environment, adaptability
• Partner cross functionally to align with Wage Administration department needs
• Ability to make sound decisions, work independently and assist other staff members.
• Excellent professional verbal and written communication skills
• Exceptional customer service abilities
• Strong attention to details and accuracy
• Self-motivated with the ability to succeed in a fast-paced/high-volume transaction-based environment.
• Comfortable with meeting firm deadlines, SLA’s/service level agreements, and metrics
• Critical thinking and problem-solving skills a must
• Time Management and Prioritization
• Analytical and Reporting Skills
• Computer Literate (MS Word, Excel, PowerPoint, Outlook)
• HSC Holder or Higher Education
• At least 1-3 years of work experience in an office environment (desirable)
• Domain Knowledge - US/CAN Payroll (desirable – else, to acquire during provided training)

STANDARD DUTIES AND RESPONSIBILITIES

• 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

• Mentor & Coach new recruits in their process

• Promptly escalate exceptions to the Seniors/Team Lead/Manager

• Accountable for individual performance

What would make you really stand out:

• Quality Focus

• Results orientation

• Capacity to adapt to Change

• Initiative

• People Sensitivity

• Customer Orientation

• Teamwork & Cooperation

Other Requirements:

• Flexibility in terms of working hour - Night Shift Role - coverage from 4.00 or 5.00 PM (8 AM EST) to 4.00 or 5.00 AM (8 PM EST) - any 9-hour shift in that range.

• Ability to work overtime (Weekday/Weekend) during year end season and including public holidays.