Lead Payroll Associate

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Job Summary:

Lead Payroll Associate/Team Lead - International has the responsibility of managing the day-to-day activities for UKG Inc.'s customers who utilize our Payroll Managed Services product offering. Mentoring people, monitoring processes and ensuring technology is leveraged to exceed customer SLAs are required. Must actively support process and technology initiatives that will improve the operational performance of the team while delighting customers. Must have the ability to manage difficult customer communications and ability to build strong working relationships both internally and externally. This position will be under the direction of the Associate Manager.

Primary/Essential Duties and Key Responsibilities:

• Responsible for ensuring that all US End to End Payroll processes are executed appropriately and in a timely manner.
• Operates as the subject matter expert and provide functional direction in all areas for issue resolution.
• Continuously looks for improvements in operational processes and designs and is responsible for implementing those initiatives.
• Optimizes the contribution of the team through coaching and mentoring*
• Manage effective internal customer relationships.
• Assist in the workload management and prioritization of day-to-day duties and projects.
• May assist Associate Manager & Manager's in evaluating direct reports and may review the evaluations/development plans of others.
• Defines standards and reusable approaches within the Services operations.
• Assist managers in identifying training needs for new or existing associates.
• Assist managers in ensuring coverage for Service Teams in the event of unexpected or planned absences.
• Provide leadership sign-off of processing and daily activities for all Service Lines.
• Serves as the first point of escalation for all Service Line issues. Should be able to create RCA and effectively handle escalations.
• To come up with process innovation ideas for process standardization/RPA.
• Responsible for monitoring completion of requirements and accountable for compliance.
• Provide feedback/observations to US team for recurring service calls, business reviews and project debriefs for assigned customers.
• Performs other duties as assigned by manager.
• Ensure daily workload and commitments have been completed timely and accurately within established guidelines.
• Actively participate in the resolution of day-to-day issues that arise, including problems with customers, third parties, internal teams and our internal systems as needed.
• Develop strong relationships with peers and our internal partners.
• Drive the establishment and refinement of the UKG Pro or UKG Ready Managed Services methodology and best practices.
• Coordinate, deliver and participate in Team training.
• Team Lead's dominant responsibilities are project management, tracking and supporting the team in key deliverables.
Required Qualifications:

• Bachelor's or equivalent.
• You should have a minimum of 7+ years of relevant experience in US End to End Payroll processing.
• Ability to lead and influence team members and partners without direct reporting authority.
• Commitment to excellence and high standards
• Excellent written and oral communication skills - should be able to lead calls with US stakeholders fluently
• Strong organizational, problem-solving, and analytical skills
• Ability to manage priorities and workflow.
• Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm.
• Acute attention to detail
• Advanced knowledge using the Microsoft Office Suite of software to include Outlook, Word and Excel, including VLOOKUP, formulas, and data analysis.
• Experience with UKG Pro/UKG Ready
• Strong interpersonal skills
• Ability to understand and follow written and verbal instructions.
• Ability to collaborate effectively with a diversity of individuals at all organizational levels.
• Proven track record of customer stabilization and subject matter expertise over multiple customers of varying complexity
• Leads by example.
• Coordinate multiple tasks simultaneously.

Preferred Qualifications:
• Strong understanding and advanced knowledge of US and Canadian payroll laws.
• FPC Certification is preferred.
• Experience working in a fast-paced, high-growth environment

Where we're going

UKG is on the cusp of something truly special. Worldwide, we already hold the #1 market share position for workforce management and the #2 position for human capital management. Tens of millions of frontline workers start and end their days with our software, with billions of shifts managed annually through UKG solutions today. Yet it's our AI-powered product portfolio designed to support customers of all sizes, industries, and geographies that will propel us into an even brighter tomorrow!

UKG is proud to be an equal opportunity employer and is committed to promoting diversity and inclusion in the workplace, including the recruitment process.

Disability Accommodation in the Application and Interview Process

For individuals with disabilities that need additional assistance at any point in the application and interview process, please email [email protected]