Skill required: Voice - Service Desk Voice Support
Designation: Customer Service Associate Manager
Qualifications:Any Graduation
Years of Experience:10+ years in US/Canada Payroll consulting,
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What would you do? You will be aligned with our Customer Support vertical and help us in managing/ resolving customers query, handling escalations and complaints of the dissatisfied customers & giving best resolutions. You will also be responsible for closing the fault and complaints within SLA s. o Graduate in any discipline o Minimum 10+ years of experience in US/Canada Payroll consulting, solution, and delivery o Experience working in a Customer Service environment (payroll support experience preferred) o Strong customer engagement skills to drive transition activities o End to End knowledge of HR function o Good analytical and problem-solving skills and ability to handle difficult client interactions o Travel readiness and flexibility to work in different time zones o Payroll and HR certifications highly preferred (FPC, CPP) The role is aligned to our Service Desk Voice Support team which is responsible for performing day to day operations while maintaining SLAs & solving queries related to disputes while coordinating with customers. The team reviews service requests based on the predefined scope of support, records, diagnoses, and troubleshoots customer raised incidents. They also manage unplanned interruptions to restore normal service operations as quickly as possible for voice interactions.
What are we looking for? • Active Payroll Processing • Pension Payroll Processing • Mobility Payroll Processing • Allocation of Time (Positive & Negative Payroll) • Overpayment Recovery • Remittance/Statutory Payments • Statutory Reporting • General Reporting • Garnishments • Tax Data Setup and Deductions • YE Govt Tax Reporting • Audit Management • Workers Comp Reporting • Time & Attendance • Leave Accrual Management • Time Tracking Vouchering • Leave Policy Management • Record of Employment Reporting • Excellent customer service skills • US/Canada Payroll Transformation • US/Canada Payroll Consulting • US/Canada Payroll Operations Experience • Professional Qualities • Good oral and written communication skills • Ability to identify and effectively use resources • Operational Excellence skills • • • • •
Roles and Responsibilities: • Work with client to build process framework which will be a Tier 1.5 setup involved in supporting employee queries via call/chat and performing backend requests as well. • Drive conversations with client Contact Center stakeholders to understand payroll support scope and understand transition steps to move the same to Accenture. o Advise & consult on future state Payroll organization design and target operating model o Provide end to end process expertise input to the process team’s (BI) during global design preparation & localization workshops o Participate in the global & localization sessions and provide leading practice input in administering local processes o Drive and compile leading practices, and process design considerations incorporating build to operate efficiency design principles o Provide input, where needed on service delivery components needed for policy harmonization o Participate in global design authority discussions and provide input to any service delivery components o Participate in testing end to end processes to get familiarization of various system and process scenarios for SOP creation o Lead the SOP build & work with the SMEs to document process narratives and localization requirements needed for SOP creation o Lead the training and service rehearsal activities & train ongoing team o Monitor training and service rehearsal results and progress and help the transition team resolve issues and gaps o Lead ongoing continuous process improvement analyses and monitoring of process-specific KPIs o Provide ongoing coaching to BPO process teams o Design customized Payroll solutions & lead client workshops – solution presentation and solution orals o Exposure to regulatory reporting, laws, and country legislations o Work closely with transitions and Change management teams to ensure smooth transition of Payroll processes/activities to Accenture o Support/work with diverse, multi-cultural global teams to create HRO (Payroll) solutions for clients o Lead Hypercare and other Governance meetings for respective domains