Canada Payroll Specialist II

The Canada 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 are required.

Essential Functions/Duties/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, 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

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 demand

• Excellent problem-solving and mathematical skills

• Strong understanding of payroll processes and procedures

• Exercises independent judgment and a sense of urgency

Qualifications and Experience

• Associates degree or higher preferred       

• 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 Skills

• Experience in an outsourcing environment - payroll, or tax, Workday, and Salesforce programs

#LI-REMOTE