Payroll Specialist (Hybrid)

Payroll Specialist (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 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