Payroll Processor Lead

Job Title: Payroll Processor Lead Department: Payroll

Reports to: Operations Manager Effective Date: 05/20/2024

Location: Remote or Frederick, MD Salary: $61,000-$72,000

Purpose:

The Payroll Team Lead will lead a team of payroll processors for client companies using automated payroll processing software and provide comprehensive customer service support. The role involves ensuring accuracy, efficiency, and compliance in payroll processing while managing team performance and client satisfaction.

Key Responsibilities:

Team Leadership and Management:

• Direct and coordinate the activities of the payroll processing team.
• Train new employees on relevant job functions, ensuring they understand the entire implementation process from start to finish.
• Conduct weekly training sessions with the team, either independently or in conjunction with other Team Leads.
• Manage the team's daily dashboard and ensure deadlines are met.
• Act as the initial point of contact for the team's questions and escalated issues.
• Review, track, and hold team members accountable for customer reviews and referrals.
• Handle initial constructive feedback and coaching for team members regarding performance metrics, attendance, communication style, and other relevant issues.

Client and Customer Service:

• Respond to client issues and concerns via various communication methods, providing relevant guidance and solutions.
• Provide client-level training on payroll matters.
• Track and analyze data to monitor customer satisfaction and retention rates.

Payroll Processing:

• Use automated payroll software (iSolved) to accurately process payroll and changes for multiple clients.
• Review time sheets, work charts, wage computation, and other information to detect and reconcile payroll discrepancies.
• Issue and record adjustments to pay, related to previous errors or retroactive adjustments.
• Stay informed about changes in tax and deduction laws that apply to payroll processes.
• Ensure accuracy of all work to eliminate issues with client payroll and deductions.

Problem Solving and Technical Expertise:

• Troubleshoot issues within the iSolved system and provide high-level support.
• Understand and execute the void and adjustment processes, assessing associated risks.
• Take on complex and uncomfortable calls, tickets, and escalated issues.

Core Competencies:

• Customer Service: Effectively addressing client issues and providing solutions.
• Attention to Detail: Ensuring accuracy and completeness in payroll processing.
• Confidentiality: Protecting sensitive information of both clients and client employees.
• Communication: Clear and effective communication with clients and team members.
• Computer Skills: Proficiency in word processing, spreadsheets, email, and specialized payroll software (iSolved, Zoho, Google Suite). Proficiency in data analysis and Excel, including formulas such as filters, IF statements, Vlookup, etc.
• Problem Solving: Identifying and resolving complex problems using various sources of information.
• People Operations Management: Training and developing a competent team to achieve high performance levels. Ability to handle difficult conversations with team members.
• Time Management: Efficiently managing the team's time to meet deadlines.

Basic Skills:

• Active Learning: Understanding the implications of new information for problem-solving and decision-making.
• Active Listening: Attentively listening to understand points being made and asking questions as appropriate.
• Critical Thinking: Using logic and reasoning to identify the strengths and weaknesses of alternative solutions.
• Reading Comprehension: Understanding written documents related to work, including client contacts.
• Training & Development: Providing effective coaching to employees for performance improvement and leadership preparation.
• Writing & Documentation: Ability to create policies & procedures related to payroll, as well as the testing of procedures.

Social Skills:

• Instructing: Teaching clients and employees how to use payroll processing software.
• Service Orientation: Actively seeking ways to assist clients and team members.

Tools and Technology:

• iSolved
• Zoho
• Google Suite
• Excel

This role requires a dedicated leader with strong technical skills, an ability to manage and motivate a team, and a commitment to delivering exceptional service to clients.

Education and Experience:

Experience with the iSolved platform is preferred, but willing to train the right candidate.

(5 ) years in Payroll with a Payroll Bureau servicing multiple clients simultaneously.

Physical Requirements:

Prolonged periods of sitting at a desk and working on a computer.

Schedule:

This is a full time salary exempt position. Your core hours will be Monday through Thursday 8:30am to 5pm and Friday 8:30 to 2pm Eastern Time.

About PRS PeopleWorX:

PeopleWorx is an end-to-end workforce management company specializing in the employee life cycle. We focus on "People Matter" and help businesses create businesses that enhance their most valuable asset - their people. We assist in Payroll, Time & Attendance, HR, Benefits, and more while focusing on people. We serve over 20,000 employees nationwide.

PRS PeopleWorx Core Values:

PRS PeopleWorX has Personal Character and Company Core Values. Our team emulates the following character values:

• Be willing to change, be thankful, be open, be flexible, give your best, be positive, work with not for, and do what you say you will do.

Our Company Core Values are to Learn, Educate and Communicate constantly.

Learn more about us at: www.peopleworx.io