(MAU) Payroll Technician Specialist I

Location: The successful candidate will have the opportunity to work in a hybrid environment; working remote as well as at the closest office location

About the Opportunity:

Responsible for ensuring all aspects of the payroll cycle are processed, reconciled, audited of outputs and transmitted accurately and timely.

What you’ll get to do:

• Responsible for ensuring all aspects of the payroll cycle, are processed, reconciled, audited and transmitted accurately and on time

• Ensure accurate and timely processing of payroll impacting changes, payments and payroll processing for assigned clients

• Responsible for quality control and auditing to ensure accuracy and low error or defect percentage

• Work with cross-functional internal partners to resolve client payroll matters and employee enquiries

• Leverages strong analytical and problem-solving skills to efficiently resolve incidents

• Provides customers with regular and timely incident updates

• Maintains the highest level of customer satisfaction

• Contributes to the support knowledge base

• Think and act ahead, spot opportunities and act accordingly and proactively contribute to process improvements

• Monitors scheduled import & export files

• Processing of import files records and generates export HR files from DF to ICP

• Process validation and investigates the files / failed imports

• Login cases via CRM, failed import / export files / notifications

• Updating share points status after each job

• Work in coordination with technical support team

• Validate trials exception error reports vs GTN

• Keep the Global team aware of any escalations and feedback from Partners / Clients

• To adhere with procedures / controls in place.
• 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

Skills and Experience we Value:

• Experience in high volume payroll operation. End to end payroll experience is a plus.

• Experience in the payroll outsourcing or consulting industry preferred

• Requires a clear understanding of payroll, RTI and an understanding of applicable legislative requirements

• Time Management and prioritization

• Previous customer support experience

• Demonstrable written and verbal communication skills using a variety of media dependent on the situation

• Fluency in English (oral and written)

• Telephone manner

• Analytical and Reporting Skills

• Computer Literate (MS Word, Excel, PowerPoint, Outlook)

• Quality Focus

• Results orientation

• Capacity to adapt to Change

• Initiative

• People Sensitivity

• Customer Orientation

• Teamwork & Cooperation

• Results Orientation

• Information Seeking

• Distribution of Knowledge

• Assertiveness

• Systems Orientation / Attention to detail

• HSC Holder or Higher Education

• CIPP certified / Native Payroll certified (EMEA)

• Sound knowledge of GDPR

• At least 2 years of work experience in a customer-facing office environment

• EMEA working hours

• Ability to work overtime (Weekday/Weekend) during year end season and including Mauritius public holidays