OneSource Virtual (OSV) has helped more than 1,000 Workday customers take their teams from transactional to transformational with innovative technology and services for HR, payroll, and finance. Founded in 2008, OSV is the leading exclusive provider of Business-Process-as-a-Service (BPaaS) solutions for Workday, delivering services with unparalleled choice, unwavering commitment, and uncompromising support. OneSource Virtual's global headquarters is located in Dallas, Texas, with additional locations across North America and Europe. Find your company's solution at www.onesourcevirtual.com. Position Summary/Objective The Payroll Specialist III will be responsible for providing strategic and complex tactical solutions for Workday managed payroll administration services to our most complex customer base; and, will manage multiple projects with various deadlines in a fast-paced work environment. Will act as a senior resource supporting complex Workday payroll configuration and year-end activities. In addition, act as a lead within the service team supporting the team members and other customers as needed. Essential Functions/Duties/Responsibilities
- Named resource for large, complex Managed Payroll Premium customers
- Manage cases for the book of Managed Payroll business to ensure service level agreements and high client satisfaction levels are being met by all team members
- Coordinate the distribution of customer Managed Payroll work across the team
- Manage the timely resolution of Managed Payroll customer issues including complex customer escalations, perform and document Root Cause Analysis and lead the implementation of remedial procedures to close gaps identified
- Frequent direct Managed Payroll customer contact - initiate and maintain client relationships specifically for large, complex customers
- Lead, or attend as a senior resource scheduled weekly, monthly and quarterly client calls and new Managed Payroll client transition introduction meeting calls
- Lead the Managed Payroll Service Rehearsal including the mock payroll
- Assist with complex Workday configuration of pay components and run categories
- Act as a point of reference and escalation for team configuration activities
- Follow daily standard operating procedures and processing checklist outlining workflow
- Maintain established turnaround service level agreement for resolving managed payroll issues
- Meet quality and production metrics outlined for position
- Contribute to a positive, collaborative work environment
- Assist with special projects as needed
- Provide support and act as a point of escalation for the service team
- Aligns work scheduling with customer needs to support complex and high profile customers
- Support Professional Services during new customer implementations as needed
- Support the Sales process as needed
- Act in a team lead capacity by delegating work across customer teams, coach, train, and mentor team members
- Follows all security protocols to safeguard confidential, proprietary, and/or customer data
Competencies - Excellent critical thinking, consultative, and problem-solving skills
- Strong communication skills with emphasis on outstanding customer service
- Ability to interact with the customer C-level and senior executive resources
- Flexible in a changing environment and takes initiative
- Strong organizational skills with ability to multi-task and support multiple customers effectively
- Strong collaboration skills to support collective goals
- Detail Oriented with good time management skills and accuracy
- Ability to establish and maintain effective working relationships
- Strong analytical, data entry and research skills
- Self-directed management of workload with ability to meet tight deadlines and competing demand
- Use tact and discretion in dealing with customer information
- Excellent complex problem solving and mathematical skills
- Strong understanding of payroll processes, procedures and compliance
- Exercises independent judgment
- Consultative mind set with a heart of a teacher
Supervisory Responsibility This role does not have any supervisory responsibilities
Qualifications and Experience - Associates degree or higher preferred
- Certified Payroll Professional (CPP) required (at time of hire) or 15+ years of Customer service and Payroll experience involving End to End processing, Research and Complex Troubleshooting
- Advanced Proficiency in Microsoft Word and Excel
- Demonstrated Logical Payroll thinking
- Experience with difficult, demanding clients
- Experience with and understanding of Payroll Taxes
- Complex Payroll configuration
- Strong understanding of Payroll Compliance
- Year-End Support and W2 Consultation experience
Preferred Skills - Experience in an outsourcing environment, payroll or tax
- Systems Implementation experience
- Multi-Jurisdiction tax and/ or Payroll Year End Adjustments experience
- Workday Payroll experience
- Systems Implementation
- Accounting / Book Keeping / GL experience
- Experience with Salesforce programs
#LI-REMOTE You are encouraged to learn and share ideas when you join the OneSource Virtual team. We reward innovative thinking, fresh perspectives, creative collaboration, and hard work. As an organization experiencing routine strategic growth, we are always on the lookout for intelligent, talented, and forward-thinking professionals to join our team. OSV employees enjoy a values-based culture, upward mobility, and professional development with opportunities of all kinds.