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.
Summary
The Payroll Specialist II will be responsible for providing full end-to-end payroll processing support for OSV's Managed Payroll customers. Will manage multiple customers with various deadlines in a fast-paced work environment. This remote position resides in a customer team environment and, in addition to supporting specific managed customers, will also support all OSV customers across all service levels as the leaders and business deem necessary. In addition to day-to-day support, Workday payroll configuration and year-end support is required.
Responsibilities
- Act as named Specialist for Managed Payroll and Payroll Administrative customers and support other OSV payroll, tax, and garnishment customers as needed within the service team.
- Manage and respond to cases daily to ensure service level agreements and high client satisfaction levels are being met.
- Respond to internal escalated cases from the payroll team and other internal stakeholders.
- Manage the timely resolution of customer issues, including handling customer escalations, performing and documenting Root Cause Analysis, and implementing remedial procedures to close gaps identified.
- Lead scheduled weekly, monthly, and quarterly client calls; participate in new client transition and other service area calls as needed, such as tax.
- Configure basic to medium complex Workday pay components, deductions, and run categories to support the year-end process and possibly assist with special projects as needed.
- Troubleshoot quarter and year-end audit reports and make recommendations to customers.
- Meet quality and production metrics and scorecards.
- Maintains payroll services support documentation.
- Works extensively with peers and customer teams to collaboratively support customers and resolve requests.
- Experience in a team environment and a willingness to work towards improvements, open to new ideas and procedures.
Competencies
- Excellent critical thinking, consultative, and problem-solving skills
- Strong communication skills with an emphasis on outstanding customer service
- Strong organizational skills with the ability to multi-task and support multiple customers effectively while being detail-oriented with good time management skills and accuracy.
- Ability to establish and maintain effective working relationships.
- Strong analytical, data entry, and research skills
- Self-directed management of workload with the ability to meet tight deadlines and competing demands.
- Excellent problem-solving and mathematical skills.
- Strong understanding of payroll processes and procedures
- Exercises independent judgment and a sense of urgency
Qualifications
Education/Certification Requirements
- Associate's degree
Required
- 3+ years of Payroll experience involving end-to-end processing, research, payroll logic, and troubleshooting
- 3+ years of Customer Experience or proven skills to operate at this experience level.
- Advanced Proficiency with Microsoft Word and Excel
- Strong understanding of Payroll Taxes, intermediate Payroll configuration, and Payroll Compliance.
- Multi-jurisdiction tax, Payroll Year End, and W-2 Support and Adjustments experience.
- Strong written and verbal communication skills
Preferred
- Experience in an outsourcing environment - payroll, or tax, Workday, and 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.
