Managed Operations Specialist II

About the opportunity
The Managed Operations Specialist is responsible for providing administrative support to deliver excellent client service by effectively and accurately processing payroll related tasks. The candidate should also be able to interface with peers and clients using critical thinking skills to resolve mild to complex problems.

What you’ll get to do

Ensure completeness and professionalism while maintaining "Right the First Time" accuracy and schedule adherence.
Prepare and respond to inquiries from peers and clients.
Interface with clients and use critical thinking skills to resolve complex problems within a high-volume, fast-paced environment
Manage assigned work in an organized, proactive manner to meet all required commitments, including KPI's (metrics) and client SLA's (service level agreements)
Proactively highlight risks and prepare root cause analysis to ensure issues/concerns are escalated for resolution
Support peer work audit for accuracy
Assist with root cause analysis and logging checks
Track and resolve errors
Perform miscellaneous requests from team
Work with cross-functional internal partners to resolve client payroll matters and employee inquiries
Ensure accurate and timely processing of payroll impacting changes, tax forms, payments and payroll processing for assigned clients
Work with cross-functional internal partners to resolve client payroll matters and employee inquiries, providing on-going daily support and subject matter expertise
Provide HR/Payroll support services to clients according to Dayforce contract, government compliance and business needs
Create, update and review standard operating procedures and perform quarterly document reviews
Have an “I own it” attitude about deliverables and projects from start to finish
Proactively manage quarter and year-end payroll auditing
Think and act ahead, spot opportunities and act accordingly and proactively Contribute to process improvements

What’s in it for you

Encouragement to be the best version of yourself at and away from work:

YOUnity diversity and inclusion programs
Amazing time away from work programs

Support for your total well-being through our Live Well, Work Well programs targeting all aspects of your life
Recognition for your contributions through excellent pay, perks, and rewards
Giving where you’re living: volunteer days, Dayforce-sponsored events, and our very own charity, Dayforce Cares
Opportunities to fuel your career growth through numerous internal and external programs and events

Skills and experience we value

Attention to detail and accuracy, with the ability to process payroll-related data with a consistently high level of quality, recognizing that errors may impact employee taxes and year-end reporting, including Form W-2.
Awareness of data privacy, confidentiality, and compliance requirements, with the ability to handle payroll data and Personally Identifiable Information (PII) securely and in accordance with established policies, procedures, and access controls.
Ability to manage high-volume transactional processing, while maintaining accuracy, productivity, and adherence to established deadlines and service expectations.
Analytical and problem-solving skills, with the ability to identify missing, incomplete, inconsistent, or potentially incorrect information, seek appropriate clarification rather than make assumptions, and escalate issues when required.
Strong written and verbal communication skills, with the ability to communicate clearly and professionally with clients through the case management system and during client calls, including asking clear, relevant, and concise questions when clarification or additional information is required.
Working knowledge of payroll concepts, including earnings, deductions, taxes, pay periods, and year-to-date (YTD) amounts. Knowledge or experience with U.S. Third-Party Sick Pay (TPSP) would be an advantage.
Proficiency in Microsoft Excel, including experience working with spreadsheets, validating data, filtering and sorting information, and reviewing large datasets for accuracy and completeness.
Eager to learn, grow and develop – self-study, company trainings, feedback
Ability to make sound decisions, work independently and assist other staff members.
Ability to maintain a positive work atmosphere facilitating the success of the department.
Seek improvements, question processes, streamline, prioritize, and be efficient
Be a global partner, take ownership, seek solutions even when it is not your job
Functions well in a constantly changing environment, adaptability
Partner cross functionally to align with Wage Administration department needs
Exceptional customer service abilities
Time Management and Prioritization
Reporting Skills
Computer Literate (MS Word, PowerPoint, Outlook)
Higher Education
At least 1-3 years of work experience in an office environment (desirable)

STANDARD DUTIES AND RESPONSIBILITIES

• Achieve delivery of tasks in accordance with agreed schedules, procedures and standards - Meet or exceed process KPIs
• Drive customer satisfaction by providing high quality of service - Execute corrective and preventive action plans
• Record key delivery data for metrics purposes
• Aim at becoming a Subject Matter Expert in process
• Be an effective team player - Proactively highlight risks
• Ensure that complaints are proactively escalated -Seek and respond to development feedback
• Mentor & Coach new recruits in their process
• Promptly escalate exceptions to the Seniors/Team Lead/Manager
• Accountable for individual performance

What would make you really stand out:

• Quality Focus
• Results orientation
• Capacity to adapt to Change
• Initiative
• People Sensitivity
• Customer Orientation
• Teamwork & Cooperation

Other Requirements:

• Flexibility in terms of working hours - Night Shift Role - coverage from 8 AM EST to 8 PM EST - any 9-hour shift in that range.
• Ability to work overtime (Weekday/Weekend) during year end season and including public holidays.