LEAD PAYROLL EXECUTIVE Professional1 month ago - Jobs - Ebène - 73 views
WE WILL BE PRESENT AT #13 CAREERHUB JOBFAIR, FRIDAY 2ND AND SATURDAY 3RD OCTOBER 2020 @LE CAUDAN WATERFRONT, PORT LOUIS. WE MEET THERE????
ABOUT THE ROLE:
The Lead Payroll Executive is responsible for the POD assigned within Payroll Operations, coaching, supporting and mentoring a group of 5 – 7 colleagues to achieve a best-in-class quality service to our customers.
ESSENTIAL DUTIES AND RESPONSIBILITIES INCLUDE THE FOLLOWING:
To ensure team’s workload and deliveries are managed daily.
To manage issues and escalations from customers and track progress on a monthly basis visible to the Team Manager and Service Delivery Manager.
To identify & eliminate single points of failures through cross training on payrolls.
To track and report measurable improvement in team skillset (via skill matrix).
To ensure all customers has a playbook or processing manual agreed and signed off by the customer or proven with no escalations from last 3 - 6 processing in place. To also track and report progress of the documentation creation and updates through lessons learnt.
To ensure all customer escalations have fully documented Root Cause Analysis and these are kept in the RCA log which is shared to all colleagues in Operations and is part of a monthly lessons learnt training session with the team.
To chair service reviews with customers.
To support using best practices the expansion of Payrolls Operations team.
To ensure adherence to quality standards and practices, via peer reviews on accounts in hypercare for example.
To drive customer satisfaction (KYC, NPS, etc.) by ensuring high quality of service.
To proactively highlight risks and provides with a set of plans and options to mitigate.
To seek and respond to development feedback.
To report on Key KPIs – NPS, KYC, Utilisation, Productivity, Accuracy, customer escalations and terminations.
To call out support and training requirements.
To identify and lead continuous improvements and process efficiency.
Supervision of other colleagues.
To provide work direction and guidance to team members: ensure accuracy of the work of colleagues, their ability to operate under deadlines and to work on multiple tasks/accounts.
To contribute in Pod’s performance reviews and provide input into their learning and development plans.
DEGREE OF INDEPENDENCE/SUPERVISION REQUIRED:
Require minimal supervision on the job.
Work independently with technical/functional/ business processes and follow standard principles of Payroll Operations delivery and quality guidelines.