About This Role
<h2>Job Description Summary</h2><p>Lead Specialist independently resolves complex payroll exceptions, provides day-to-day guidance to Specialists, and supports cross-coverage across payroll processes. The role drives issue resolution through advanced troubleshooting and contributes to documentation and process improvements.</p><h2>Primary Function</h2><p>Responsible for executing and coordinating assigned payroll activities with 100% accuracy and timeliness. Acts as the first-level escalation point, coaches L2 Specialists, and partners with SMEs/onshore teams to resolve issues and maintain documentation.</p><h2>Principal Duties and Responsibilities</h2><ul><li><p>Process payroll and/or final pay checks accurately and ensure pay is delivered on time, following documented procedures and checklists.</p></li><li><p>Work pay run audit reports; research and resolve errors/issues before checks are printed or files are transmitted; escalate exceptions as required.</p></li><li><p>Monitor payroll mailboxes and ticket queues; respond to requests/forms within the 24-hour SLA; document actions clearly and professionally.</p></li><li><p>Apply US payroll policies, internal controls, and compliance requirements (confidentiality, approvals, audit trail) during daily execution.</p></li><li><p>Support ad-hoc activities and year-end deliverables as assigned; adapt to peak volumes and critical timelines.</p></li><li><p>Maintain current understanding of payroll calendar updates and process changes; complete required trainings on time.</p></li></ul><p><b>Additional responsibilities for this level:</b></p><ul><li><p>Serve as first-level escalation point for complex cases and aging tickets; coordinate resolution with partner teams as needed.</p></li><li><p>Coach and mentor L2 Specialists on process execution, quality, and communication; provide onboarding and training support.</p></li><li><p>Contribute to SOPs, checklists, and templates with version control; communicate changes to the team.</p></li><li><p>Identify trends from audits and case data; recommend corrective actions and participate in small improvement initiatives.</p></li><li><p>Support coverage planning within the sub-team during peaks, downtime, and year-end timelines.</p></li></ul><h3>Tax</h3><ul><li><p>Support employee tax setup changes and validations per workflow; ensure changes align to source documentation.</p></li><li><p>Assist with tax-related inquiries and ticket triage; resolve routine items and route complex items to SMEs/partners.</p></li><li><p>Support year-end activities such as W-2 validations, corrections workflows, and reprint requests per process.</p></li></ul><h3>Banking</h3><ul><li><p>Support direct deposit maintenance and reject/return handling per workflow; ensure corrections are completed within required timelines.</p></li><li><p>Assist with payroll funding/file checks and basic reconciliations per checklist; escalate discrepancies promptly.</p></li><li><p>Log and track ACH rejects, reversals, and high-risk exceptions to closure.</p></li></ul><h3>Garnishment</h3><ul><li><p>Set up and maintain garnishment/levy deductions based on received orders and established decision trees.</p></li><li><p>Process routine agency communications and documentation within SLA; maintain required records.</p></li><li><p>Support remittance processing and exception handling per controls; escalate complex scenarios.</p></li></ul><h3>Processing</h3><ul><li><p>Execute standard payroll processing steps (data entry, validations, adjustments) according to the payroll calendar.</p></li><li><p>Run and review assigned audits; correct basic errors and coordinate dependencies with upstream partners.</p></li><li><p>Support off-cycle processing requests as directed; ensure documentation and approvals are complete.</p></li></ul><h3>Final Pay</h3><ul><li><p>Process final pay checks including PTO/other payouts per state requirements and documented guidance; escalate exceptions promptly.</p></li><li><p>Support manual check requests, reissues, and reversals; ensure approvals and audit trail are complete.</p></li><li><p>Respond to final pay inquiries from HR/field teams using templates and policy references.</p></li></ul><h2>Reporting</h2><p>Reports to: Manager, Payroll Operations.</p><h2></h2><h2>Job Requirements</h2><p>Minimum / Desired Requirements:</p><ul><li><p>Bachelor’s degree in Accounting/Business/Human Resources (or equivalent experience).</p></li><li><p>2+ years of payroll operations experience with strong understanding of federal and state payroll requirements.</p></li><li><p>Proficient in Excel, Word, and PowerPoint; able to analyze reports and identify trends.</p></li><li><p>Strong attention to detail; professional communicator able to handle escalations and stakeholder interactions.</p></li><li><p>Demonstrated integrity and confidentiality; commitment to coaching and knowledge sharing.</p></li><li><p>Flexibility to work extended hours during critical business timelines.</p></li><li><p>FPC/CPP is an advantage; Workday/MyTime knowledge is preferred.</p></li></ul><h3></h3><p></p><p></p><p></p>