Payroll Support Advisor

As Payroll Support Advisor you will be responsible for executing business assurance activities and ensuring ongoing SOX/FCM compliance across both global and local processes.

You will be involved in the execution of local HR processes in accordance with established policies and procedures, ensuring high-quality data management in Shell People and accurate documentation, while providing ongoing support to employees and line managers.

The role works closely with Americas Payroll Operations in a collaborative team environment to meet payroll and tax processing and reporting deadlines.

Responsibilities

• Utilize Salesforce to log inquiries, provide updates, generate tickets, and ensure timely resolution and closure
• Manage work-in-progress (WIP) cases and proactively communicate status updates to customers
• Maintain end-to-end (E2E) ownership and accountability for assigned cases
• Coordinate case handoffs to other HR Operations teams as required to ensure effective resolution
• Build and maintain strong relationships with third-party service providers
• Ensure adherence to established KPIs and SLAs
• Foster effective partnerships with internal U.S. business stakeholders and external parties, escalating complex issues to Senior Payroll Analysts or Tier 3 teams when necessary
• Liaise with HR Advice, employees, and line managers to resolve inquiries and cases efficiently
• Ensure strict compliance with financial controls and data privacy requirements to mitigate business risk in a high-value payroll environment
• Contribute to the overall strategy, direction, and continuous improvement of HR Operations
• Demonstrate strong problem-solving, change management, and communication capabilities
• Effectively manage multiple priorities and competing demands
• Promote a culture of innovation, Enterprise First behaviours, and continuous improvement
• Share best practices, support service improvement initiatives, and enhance service delivery
• Operate effectively in a global, virtual environment, engaging key stakeholders
• Conduct audits, review audit reports, and escalate risks or concerns as appropriate

Requirements

• Relevant experience in HR Payroll operations
• Willing to work under a fixed-term contract arrangement
• Strong English communication skills, both written and verbal
• Prior experience in a Shared Services, Business Operations, or HR Payroll Services environment, preferably within a multinational organization, is an advantage
• Proficient in MS Excel, Access, Word, and Outlook, with strong working knowledge of SAP
• Experience in Payroll Accounting with a solid understanding of applicable tax laws and regulations
• Strong analytical, organizational, and time management skills
• Ability to influence stakeholders through effective communication and provide constructive challenge when appropriate
• Capable of handling complex and confidential cases independently, exercising sound judgment with minimal supervision
• Demonstrates an operational excellence mindset, including KPI monitoring and continuous improvement initiatives
• Ability to evaluate, recommend, and implement new or existing processes and controls
• Proven capability to manage multiple international stakeholders and navigate sensitive or challenging discussions
• Able to perform effectively under pressure, prioritize tasks, and deliver high-quality outputs within deadlines
• Comfortable working in a fast-paced environment with a diverse range of stakeholders in terms of seniority, location, and function
• Willing to work night shifts aligned to U.S. Payroll operations

Benefits

• Progress as a person as we work on the energy transition together
• Continuously grow the transferable skills you need to get ahead
• Work at the forefront of technology, trends, and practices
• Collaborate with experienced colleagues with unique expertise
• Achieve your balance in a value-led culture that encourages you to be the best version of yourself
• Take advantage of a hybrid work environment, allowing you to balance remote work and in-office collaboration
• Perform at your best with a competitive starting salary and annual performance-related salary increase
• Take advantage of paid parental leave, including for non-birthing parents
• Join an organization to become one of the most diverse and inclusive in the world