Payroll Supervisor (HYBRID)

The Payroll Supervisor (HYBRID) role involves:Managing Customer Service and continuous improvements: * Has a proactive and consultative role in solving payroll related issues in customer service, driving continuous improvement of customer processes and adding value to customer
* Monitors, follows up, reports and analyses operational KPI's around service excellence and customer satisfaction for own clients and takes immediate corrective actions whenever there is a risk of operational KPI's or SLA's not being met
* Proactively drives offshoring and nearshoring transition activities for own customers
* Ensures that customer documentation such as OPM and control framework is always up to date
* Approves system or process changes and different type of authorization requests to customer systems Customer Service and relationship management: * Acts as the operational single point of contact/escalation for named customers
* Has a solid understanding of payroll processes end-to-end, the agreed delivery scope and responsibilities and ensures compliance with these tasks and processes
* Prepares monthly service reports to named customers and organizes service meetings according to agreed governance model
* Has always a good overview of what is going on with the customer and addresses critical customer issues without delays. Financial management: * Monitors, follows up, reports and analyses customer specific financial KPI's such as actual client margins vs. targets and takes corrective actions together with delivery teams in case of negative margin gaps
* Has good understanding of the customer agreement, billing principles, SLA's and related service credit schemes. Ensures that all services are accurately billed on timely manner.
* Manages and follows up on change orders for own customer