Canada Payroll Specialist II

OneSource Virtual (OSV) has helped more than 1,000 Workday customers take their teams from transactional to transformational with innovative technology and services for HR, payroll, and finance. Founded in 2008, OSV is the leading exclusive provider of Business-Process-as-a-Service (BPaaS) solutions for Workday, delivering services with unparalleled choice, unwavering commitment, and uncompromising support. OneSource Virtual’s global headquarters is located in Dallas, Texas, with additional locations across North America and Europe. Find your company’s solution at www.onesourcevirtual.com.

** This position must have Canadian payroll experience.

The Payroll Specialist II is a named resource responsible for providing Workday payroll process support to a book of clients contracted for Payroll Administration services. This position resides in a customer team environment and, in addition to supporting named customers will also support all customers across all service levels as the leaders and business deem necessary. In addition to day-to-day support, Basic Workday payroll configuration and year-end support is required.

Essential Functions/Duties/Responsibilities

• Act as named Specialist for Payroll Administrative customers; and, support other OSV payroll customers as needed within the service team
• Provide guidance and instruction in accordance with OneSource Virtual (OSV) Standard Operating Procedures (SOPs) to OSV customers
• Follow daily standard operating procedures and processing checklists
• Manage and respond to cases daily to ensure service level agreements and high customer satisfaction levels are being met
• Support customer via phone as required
• Respond to internal escalated cases from payroll team and other internal stakeholders
• Manage the timely resolution of customer issues and assist in Root Cause Analysis
• Conduct monthly customer check-in calls
• Attend new customer transition introduction and go live meeting calls, as requested
• Assist with basic Workday configuration of pay components and deductions
• Support the year-end process
• Troubleshoot quarter and year-end audit reports and make recommendations to customers
• Support the OSV Managed Payroll customers with various payroll input and tasks as directed
• Maintain established accuracy and timeliness service level agreements
• Meet quality and production metrics and scorecards
• Research invoice and billing inquiries
• Generate on-demand payments as requested
• Maintain payroll services support documentation
• Work extensively with peers and customer support teams to collaboratively support customers and resolve requests
• Contribute to a positive, collaborative work environment
• Follow all security protocols to safeguard confidential, proprietary, and/or customer data.

Competencies

• Excellent critical thinking and problem-solving skills
• Strong communication skills with emphasis on outstanding customer service 
• Flexible in a changing environment
• Strong organizational skills with ability to multi-task and support multiple customers effectively
• Strong collaboration skills to support collective team goals
• Detail Oriented with good time management skills and accuracy
• Ability to establish and maintain effective working relationships
• Strong analytical, data entry and research skills
• Takes direction to support workload with ability to meet tight deadlines and competing demands
• Use tact and discretion in dealing with customer information
• Excellent problem solving and mathematical skills
• Understanding of payroll processes and procedures
• Exercises a sense of urgency
   

Supervisory Responsibility

This role does not have any supervisory responsibilities
 

Qualifications and Experience

• High School graduate, GED or equivalent; higher education preferred
• 1-3 years Payroll Processing experience with research,  troubleshooting, and payroll logic
• 2 years of Customer Experience, or proven skills to operate at this experience level
• Experience with Payroll Data Entry and basic payroll configuration
• Experience with and understanding of Payroll Taxes
• Experience with the Microsoft Office Suite and proficient in Microsoft Excel
• Strong written and verbal skills

Preferred Skills

• Experience with Workday payroll
• Payroll Configuration Experience
• CPP or FPC Certification
• Experience with Salesforce programs

#LI-REMOTE

You are encouraged to learn and share ideas when you join the OneSource Virtual team. We reward innovative thinking, fresh perspectives, creative collaboration, and hard work. As an organization experiencing routine strategic growth, we are always on the lookout for intelligent, talented, and forward-thinking professionals to join our team. OSV employees enjoy a values-based culture, upward mobility, and professional development with opportunities of all kinds.