Canada Payroll Specialist II

📋 Description

• • As a Canada Payroll Specialist II at OneSource Virtual (OSV), you will be instrumental in delivering comprehensive, end-to-end payroll processing support to our valued Managed Payroll customers.
• • This role is pivotal in managing a portfolio of diverse clients, each with unique payroll cycles and deadlines, within a dynamic and fast-paced operational environment.
• • You will operate remotely, functioning as a key member of a dedicated customer team, contributing not only to your assigned managed clients but also providing essential support to all OSV customers across various service levels as business needs dictate.
• • Your responsibilities extend beyond daily processing to encompass critical areas such as Workday payroll configuration and crucial year-end support, ensuring accuracy and compliance.
• • You will serve as the named Specialist for Managed Payroll and Payroll Administrative customers, demonstrating deep expertise and ownership.
• • A significant part of your role will involve actively managing and responding to customer cases daily, ensuring that all service level agreements (SLAs) are met and that exceptional client satisfaction levels are consistently maintained.
• • You will be expected to respond to and resolve internal escalated cases originating from the broader payroll team and other internal stakeholders, acting as a subject matter expert.
• • A core duty is the timely and effective resolution of customer issues, which includes adeptly handling customer escalations, meticulously performing and documenting Root Cause Analysis (RCA) for recurring problems, and implementing robust remedial procedures to address identified gaps and prevent future occurrences.
• • You will lead scheduled weekly, monthly, and quarterly client calls, providing updates, addressing concerns, and fostering strong client relationships.
• • Participation in new client transition meetings and other service area calls, such as those related to Tax, will be required, showcasing your versatility and collaborative spirit.
• • A key technical responsibility involves configuring basic to medium complexity Workday pay components and deductions, as well as run categories, to effectively support the year-end processing cycle.
• • You may also be called upon to assist with special projects, leveraging your payroll expertise to contribute to broader organizational initiatives.
• • You will be responsible for troubleshooting quarter-end and year-end audit reports, identifying discrepancies, and providing clear, actionable recommendations to customers to ensure compliance and accuracy.
• • Meeting established quality and production metrics, as defined by scorecards, is essential for success in this role.
• • You will be responsible for maintaining and updating payroll services support documentation, ensuring knowledge is captured and accessible.
• • This role requires extensive collaboration with peers and customer teams, fostering a teamwork-oriented approach to collectively support customers and efficiently resolve requests.
• • You will leverage excellent critical thinking, consultative, and problem-solving skills to navigate complex payroll scenarios.
• • Strong communication skills, with a particular emphasis on delivering outstanding customer service, are paramount.
• • You must possess strong organizational skills, demonstrating the ability to effectively multi-task, manage support for multiple customers concurrently, and maintain a high level of detail-orientation, accuracy, and time management.
• • The ability to establish and maintain effective, professional working relationships with colleagues and clients is crucial.
• • You will utilize strong analytical, data entry, and research skills to investigate and resolve payroll inquiries.
• • This position demands self-directed management of your workload, with a proven ability to meet tight deadlines and manage competing demands effectively.
• • Excellent problem-solving and mathematical skills are necessary for accurate payroll calculations and issue resolution.
• • A strong understanding of payroll processes and procedures, including Canadian payroll regulations, is fundamental.
• • You will be expected to exercise independent judgment and demonstrate a sense of urgency when addressing critical payroll matters.
• • You will contribute to a culture of learning and idea sharing, embodying OSV's commitment to innovation and fresh perspectives.
• • Your work will support OSV's mission to transform transactional HR, payroll, and finance processes into strategic advantages for Workday customers.