Manager, Payroll/HR Service Center

U.S. Payroll Team is seeking a detail-oriented and customer-focused Payroll Services Manager to lead a team who will serve as the primary point of contact for all employee inquiries and issues related to payroll and timekeeping.

This role is crucial for ensuring positive employee experience by providing timely, accurate, and confidential support while ensuring compliance with all applicable federal, state, and local wage laws and company policies.

Key Responsibilities:

• Lead a team that will serve as the first point of contact for employees regarding payroll matters, including inquiries related to: Pay and/or pay slips, direct deposit, leaves, timekeeping, deductions, overtime and shift premium, W2s, and taxes.
• Able to deep dive and provide analysis when needed for inquiries; all while providing complete resolution.
• Whenever required, and as necessary to reach a solution, coordinate with other functional/operating teams, to investigate and resolve escalated payroll issues.
• Identify process improvement opportunities – both from process & system perspective and work with the people leader in order to implement.
• Maintain detailed records of all inquiries and resolutions in the ticketing system. Assist in creating and updating documentation and conducting training for others within the team.

Core Responsibilities:

• Team Leadership: Hire, onboard, and train support representatives on payroll systems, company policies, and federal/state/local tax regulations.
• Operational Oversight: Manage daily call center operations, ensuring the team meets Service Level Agreements (SLAs) such as response times and resolution rates.
• Escalation Management: Act as a senior resource for complex payroll discrepancies, resolving high-level disputes and technical system issues.
• Performance Monitoring: Analyze call data and support metrics to evaluate staff effectiveness and identify areas for process improvement.
• Compliance Control: Ensure all interactions and data entries maintain strict confidentiality and adhere to labor laws (e.g., FLSA) and data privacy standards.
• Stakeholder Liaison: Coordinate with HR, Finance, and IT departments to align pay cycles with accounting and ensure system integrations run smoothly.