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 Sr. Payroll Services Manager will be responsible for supervising the team of payroll employees whose primary responsibilities include processing, settlement and fulfillment of payroll and customer facing interaction to solve and/or triage customer initiated inquiries via the OneSource ticketing system for fulfillment, payroll, managed payroll role, and final settlement activities for multiple companies in an outsourcing environment. The Payroll Manager must be a payroll expert and a client advocate with an ability to think “outside the box” to problem solve for the client. The Payroll Manager  will have the ability to coach and train the team of payroll employees to ensure the highest level of compliance in a best of class payroll environment. The Payroll Manager  reports to the Director of Managed Payroll. This is a tremendous opportunity for a skilled payroll professional who is dedicated to providing a superior customer-facing experience.

Essential Functions/Duties/Responsibilities

Monitor tickets daily to ensure service level agreements and high client satisfaction levels are being metManage the timely resolution of customer issues including handling customer escalations, perform and document Root Cause Analysis and implement remedial procedures to close gaps identifiedAssist director in managing quarterly processes to ensure deadlines are metCollaborate with Payroll Director to maintain and improve standard operating procedures for Managed Payroll SpecialistsOversee and document on-going training requirements for each Managed Payroll SpecialistsTrain new employees on the Workday system and other OneSource systems that are used in all day to day business operationsRecognize and adhere to proper segregation of duties and work with Managed Payroll Director to prepare for annual SSAE16 audit.Initial escalation resource for Managed Payroll Specialists for questions/problems Attend scheduled weekly, monthly and quarterly client calls and new client transition introduction meeting calls Manage performance appraisals for employees including employee goal setting and personal growth plansAttend scheduled weekly, monthly and quarterly client calls and new client transition introduction meeting callsMaintain established turnaround service level agreement for resolving managed payroll issuesMeet quality and production metrics outlined for positionContribute to a positive, collaborative work environmentAssist with special projects as needed

Competencies

Energetic and positive with good sense of urgencyExcellent critical thinking skillsStrong communication skills with emphasis on outstanding customer service Flexible in a changing environment and takes initiativeStrong organizational skills with ability to multi-task and support multiple customers effectivelyWorks closely with others in a team, supporting collective goalsDetail Oriented with good  time management skillsAbility 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 demandsUse tact and discretion in dealing with customer informationExcellent complex problem solving and mathematical skillsStrong understanding of payroll processes and proceduresExercises independent judgmentConsultative mind set with a heart of a teacherSeasoned trainer and mentorAbility to delegate work, motivate staff, coach staff, provide constructive feedback

Supervisory Responsibility

This role does have supervisory responsibilities

Qualifications and Experience

Associates degree or higher (or experience equivalent)   Certified Payroll Professional certification required (at time of hire or within 6 months)5 + years full service payroll experienceManager or recent supervisory experienceAdvanced Proficiency in Microsoft Word and Excel

Preferred Skills

Knowledge of payroll and payroll processing preferredExperience in an outsourcing environment, payroll or tax preferredExperience with Zendesk and / or Salesforce programsExperience with Workday a plus

#-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.