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 II will be responsible for providing managed payroll administration services and Workday payroll processing support to a book of clients, and will manage multiple projects with various deadlines in a fast-paced work environment.   This position resides in a customer team environment and, in addition to supporting named customers will also support all customers across all service levels as the leaders and business deem necessary. In addition to day-to-day support, Workday payroll configuration and year-end support is required.

Essential Functions/Duties/Responsibilities

Act as named Specialist for Managed Payroll and Payroll Administrative customers; and, support other OSV payroll, tax and garnishment customers as needed within the service teamProvide guidance and instruction in accordance with OneSource Virtual (OSV) Standard Operating Procedures (SOPs) to OSV customers on the Workday platformFollow daily standard operating procedures and processing checklists outlining workflowManage and respond to cases daily to ensure service level agreements and high client satisfaction levels are being metSupport customer via phone as requiredRespond to internal escalated cases from payroll team and other internal stakeholdersManage the timely resolution of customer issues including handling customer escalations, perform and document Root Cause Analysis and implement remedial procedures to close gaps identifiedConduct monthly customer check-in callsInitiate and maintain customer relationships, including having frequent direct customer contactLead scheduled weekly, monthly and quarterly client calls; participate in new client transition and other service area calls as needed, such as TaxConfigure basic to medium complex Workday pay components, deductions and run categoriesSupport the year-end processTroubleshoot quarter and year-end audit reports and make recommendations to customersMaintain established accuracy and timeliness service level agreementsMeet quality and production metrics and scorecardsGenerates on-demand payments as requestedMaintains payroll services support documentationWorks extensively with peers and customer teams to collaboratively support customers and resolve requestsContribute to a positive, collaborative work environmentFollows all security protocols to safeguard confidential, proprietary, and/or customer dataAssist with special projects as needed

Competencies

Excellent critical thinking, consultative, and problem-solving skillsStrong communication skills with emphasis on outstanding customer service Flexible in a changing environmentStrong organizational skills with ability to multi-task and support multiple customers effectivelyStrong collaboration skills to support collective goalsDetail Oriented with good  time management skills and accuracyAbility to establish and maintain effective working relationshipsStrong analytical, data entry and research skillsSelf-directed management of workload with ability to meet tight deadlines and competing demandUse tact and discretion in dealing with customer informationExcellent problem solving and mathematical skillsStrong understanding of payroll processes and proceduresExercises independent judgment and a sense of urgency

Supervisory Responsibility

This role does not have any supervisory responsibilities
 

Qualifications and Experience

Associates degree or higher preferred       Fundamental Payroll Certification (FPC) required (at time of hire or within 12 months); CPP preferred3+  years of Payroll experience involving end-to-end processing, research, payroll logic, and troubleshooting3 + years Customer Experience, or proven skills to operate at this experience levelAdvanced Proficiency with the Microsoft Office suite, including Microsoft Word and ExcelDemonstrated logical Payroll thinkingConsultative mind set with a heart of a teacherExperience with and understanding of Payroll TaxesExperience with intermediate Payroll configurationStrong understanding of Payroll ComplianceYear-End Support and W2 Consultation experienceMulti-Jurisdiction tax and/ or Payroll Year End Adjustments experienceFlexibility of hours to meet customers needsStrong written and verbal communication skills

Preferred Skills

Experience in an outsourcing environment, payroll or taxSystems Implementation experience Workday Payroll experienceAccounting / Book Keeping / GL experienceExperience 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.