OverviewJoin us on a journey of endless possibilities.
At Strada, possibility isn't just a promise – it's the foundation of everything we do.
We believe in unlocking potential for every colleague, creating a journey of growth, discovery, and impact.
With the support, resources, and opportunities we provide, you'll build a fulfilling future – working on meaningful projects that span industries and regions, contributing to outcomes that matter.
Strada is a people, payroll, and technology leader simplifying international workforce management.
Operating in 180+ countries, we design and deliver people-first solutions powered by cloud-based technology – helping organizations grow and enabling workforces to perform at their best.
Learn more at Payroll Specialist is responsible for engaging and coordinating the team in all day to day service activities.
You will ensure that the team is properly resourced, trained and skilled to enable deliverables to be met timely and accurately and using the agreed upon standards.
You are responsible for the adherence of all applicable internal standard processes, as well as listening point to anticipate, prevent and manage any staffing issues.
You will need to perform active management, understand the levels of progress and specific needs for each individual whilst recognizing how the team fit into the larger delivery picture.
As the Service Manager you are expected to display decision-making skills that support all company and service policies while maintaining a professional environment for all team members.Main ResponsibilitiesSupports the associates and specialists enabling them to independently work from end to end, by monitoring, organizing and coordinating the resolution of any blocking issuesEffectively manage and monitor ticket queues using the appropriate BI tools to ensure tickets are handled per the defined timelines, correct categorization, do not exceed expected thresholds and are processed per defined quality standardsCoordinate training on ticket management as neededEffectively monitor and track all client SLAs using the appropriate BI tools to ensure adherence to reporting calendar and standard processes; if SLAs are not met, root cause analysis and action plan to be collected and followed upAbility to utilize the hrX suite of tools as it relates to the scope of their teamUndertake, support and manage a Root Cause Analysis (RCA) when an issue occurs resulting in a client escalation ensuring that mitigating actions are implementedSupport the detection of deviations from the contractually defined standard scope of service and calendar ensuring the Change Request process and the Defective Input process is followedUnderstand integral standard processes as well as contractual scope of service for their teamDetect and solve possible inefficiencies in processesTo support Specialist activities for specific accounts when the need arisesStrong ability to coach, develop action plans, which maximize performance, and provide effective feedback and share business updates as appropriateSupport the recruitment, induction, onboarding, training, moves, contract changes and exiting processes, ensuring these standards and followed are properly trackedManage accesses on all applicable systems for their team and support on logistical issuesEnsure compliant use of all systems and Company propertiesPerform performance review for their team in collaboration with the Operation ManagerSupport and manage the team to ensure SOC complianceEnsure the team understands and follows the Defined Work Instructions (DWIs) and other process documentation.
Monitor the periodic review of DWIs and ensure that DWIs are completed, stored as per standards, and up to dateManage TRS and all time-related standard processes for their team: back-ups, shifts, holiday coverage, absences, presence in trainings, overtime, work at home, etc.
Based on the standard process requirements, inform/consult with the Operation ManagerManage schedule adherence, team productivity, capacity and utilizationAbility to recognize and deal appropriately with sensitive and confidential informationSupport and adhere to all security compliance procedures while managing security incidents as per the defined processSupport technical issue coordination and resolutionMaintain a professional environment; correct behaviours and enforce the use of business etiquetteWork in very strict, positive and flexible collaboration with the Operation ManagerLiaise and collaborate with other departments as appropriate, including QA, Service Readiness, AS, receptionParticipates in other projects and activities compatible with own skills as needed and assignedRequired ExperienceProfessional /Job ExperienceStrong knowledge of MS Office tools such as Excel, Word, and PowerPointFlexibility to support a global and fast paced environmentAttention to detailExcellent written and verbal skillsSelf-motivated and a willingness to learnAbility to collaborate and work in a team environment, as well as independently while adhering to processes and proceduresEducation and TrainingEssentialBA/BS in a business-related field such as accounting, Human Resources or Business or equivalent combination of education & experience2-3 years relevant experience administering Payroll or Health & Welfare/Benefits in an HR consulting, HR Outsourcing or Corporate environment.HRIS knowledge: Workday, SAP, or PeopleSoft knowledge preferredDesirableExperience working with HR and payroll dataExperience managing a teamOur ValuesAnticipate Customer Needs – We stay ahead of trends so our customers can grow and succeed.Own the Outcome – We take responsibility for delivering excellence and ensuring things get done right.Challenge Ourselves to Work Smarter – We move faster than the world around us to drive change and accomplish more.Empower Each Other to Solve Problems – We tackle challenges head on, ask tough questions, and collaborate to find the best solutions.Care About Our Work – We understand that what we do impacts millions, and we have a responsibility to get it right.BenefitsAt Strada, we support your whole self—offering a range of benefits for your health, wellbeing, finances, and future.
These include health coverage, wellbeing programs, paid leave (vacation, sick, parental), retirement plans, learning opportunities, and more.All offers are contingent on successful completion of background checks, where permitted by law and as appropriate for the role.
These may include identity, education, employment, and in some cases, criminal history verification, checks against global watchlists, credit reports, and/or drug testing.
You'll be informed of the specific checks applicable to your role and location during the recruitment process.Equality and InclusionStrada is dedicated to fostering a diverse, equitable, and inclusive workplace where everyone feels valued and supported.
We believe that embracing differences strengthens our teams and drives innovation and success.
Strada is an Equal Opportunity Employer and prohibits discrimination based on legally protected characteristics.
We actively support the advancement of underrepresented groups and provide reasonable accommodations for disabilities and religious practices.
Applicants may request a reasonable accommodation by contacting their recruiter.Authorization to WorkTo be considered, you must have current and future work authorization in the country where you're applying, without the need for visa sponsorship by Strada.Please note: This job description does not limit Strada's right to assign or reassign responsibilities, including to subsidiaries, partners, or future business purchasers.We offer you a competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization.DisclaimerNothing in this job description restricts management's right to assign or reassign duties and responsibilities of this job to other entities; including but not limited to subsidiaries, partners, or purchasers of Strada business units.
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