Payroll Specialist I

Job Summary

This position is responsible for managing the entire payroll cycle, ensuring all processes, reconciliations, audits, and transmissions are accurate and completed within set timelines.

Key Responsibilities

• Oversee payroll cycles including processing, reconciliation, auditing, and timely transmission for assigned clients.
• Ensure payroll changes, payments, and relevant processing are accurately handled.
• Maintain quality control and audit procedures to minimize errors and defects.
• Collaborate with internal teams to address client payroll issues and employee questions.
• Utilize analytical and problem-solving skills to resolve incidents efficiently.
• Communicate incident updates consistently to customers.
• Maintain high standards of customer satisfaction at all times.
• Contribute to updating and enhancing the support knowledge base.
• Proactively identify and act on opportunities for process improvements.
• Monitor scheduled import and export files tied to payroll data.
• Process import file records and generate export HR files from Dayforce to ICP.
• Validate processes and investigate failed imports or related issues.
• Handle case logging through CRM for failed file imports/exports and notifications.
• Update SharePoint statuses following each job completion.
• Coordinate effectively with the technical support team.
• Validate trial exception error reports with general ledger data (GTN).
• Notify the global team of escalations and feedback from partners or clients.
• Adhere strictly to established procedures and controls throughout payroll operations.

Standard Duties

• Complete assigned tasks within agreed schedules and according to procedures and standards.
• Meet or exceed key performance indicators related to payroll processes.
• Enhance customer satisfaction through excellent service quality.
• Execute corrective and preventive actions when necessary.
• Record and report key delivery metrics accurately.
• Work towards becoming a subject matter expert in the payroll process.
• Collaborate effectively as a team member and escalate risks proactively.
• Ensure complaints are escalated and handled appropriately.
• Seek and integrate developmental feedback consistently.

Reporting and Accountability

Reports directly to Associate Manager or Manager and must escalate exceptions promptly to management or director levels. The role demands accountability for individual performance outcomes.

Required Competencies

Technical Skills

• Experience with high-volume payroll operations; end-to-end payroll expertise is advantageous.
• Preference for experience in payroll outsourcing or consulting sectors.
• Strong understanding of payroll principles, Real Time Information (RTI), and relevant legislation.
• Effective time management and ability to prioritize tasks.
• Prior experience in customer support roles.
• Strong written and verbal communication skills using diverse media channels.
• Proficient in English (spoken and written).
• Polished telephone communication skills.
• Analytical capabilities coupled with reporting proficiencies.
• Proficient with Microsoft Office suite including Word, Excel, PowerPoint, and Outlook.

Behavioral Attributes

• Focus on quality and accuracy.
• Results-driven and oriented towards achievement.
• Adaptability to change.
• Self-driven initiative.
• Empathy and people sensitivity.
• Strong customer service orientation.
• Ability to work collaboratively within teams.
• Proactive information-seeking and knowledge sharing.
• Assertiveness and attention to detail.
• Systems awareness and operational precision.

Qualifications and Experience

• High School Certificate or higher education qualification.
• Possession of CIPP or Native Payroll Certification (EMEA region preferred).
• Sound knowledge of GDPR regulations.
• Minimum of two years’ experience in a customer-facing office role.

Additional Requirements

• Availability to work during EMEA region business hours.
• Willingness and ability to work overtime, including weekdays, weekends, and Mauritius public holidays, particularly during year-end periods.