PwC
Website:
pwc.com
Job details:
At PwC, our people in managed services focus on a variety of outsourced solutions and support clients across numerous functions. These individuals help organisations streamline their operations, reduce costs, and improve efficiency by managing key processes and functions on their behalf. They are skilled in project management, technology, and process optimization to deliver high-quality services to clients. Those in managed service management and strategy at PwC will focus on transitioning and running services, along with managing delivery teams, programmes, commercials, performance and delivery risk. Your work will involve the process of continuous improvement and optimising of the managed services process, tools and services.
Focused on relationships, you are building meaningful client connections, and learning how to manage and inspire others. Navigating increasingly complex situations, you are growing your personal brand, deepening technical expertise and awareness of your strengths. You are expected to anticipate the needs of your teams and clients, and to deliver quality. Embracing increased ambiguity, you are comfortable when the path forward isn’t clear, you ask questions, and you use these moments as opportunities to grow.
Skills
Examples of the skills, knowledge, and experiences you need to lead and deliver value at this level include but are not limited to:
- Respond effectively to the diverse perspectives, needs, and feelings of others.
- Use a broad range of tools, methodologies and techniques to generate new ideas and solve problems.
- Use critical thinking to break down complex concepts.
- Understand the broader objectives of your project or role and how your work fits into the overall strategy.
- Develop a deeper understanding of the business context and how it is changing.
- Use reflection to develop self awareness, enhance strengths and address development areas.
- Interpret data to inform insights and recommendations.
- Uphold and reinforce professional and technical standards (e.g. refer to specific PwC tax and audit guidance), the Firm's code of conduct, and independence requirements.
Job Title: Senior Associate – HCM & Payroll Analyst (UKG Pro)
Line of Service: Managed Services
Industry/Sector: Healthcare
Specialism: HR Technology – HCM & Payroll Operations
Management Level
Senior Associate
Job Description & Summary
A career within PwC Managed Services will provide you with the opportunity to support clients in running and optimizing HR and Payroll operations at scale, enabling accurate employee lifecycle management, timely and compliant payroll processing, and strong operational controls.
As a Senior Associate, you will support
UKG Pro (Release 9) across both
HCM (Core HR, Benefits, Compensation, Employee Lifecycle) and
Payroll (payroll processing, tax configuration, earnings/deductions, reconciliations) modules for
Bassett Health, a US-based healthcare system. This is a
Managed Services engagement focused on steady-state operations, SLA-driven support, system stability, and continuous improvement—not implementation or consulting.
You will work from
PwC's India Acceleration Center (India AC), supporting US business hours/shifts as required, and will collaborate with onshore and client teams across HR, Payroll, Finance, and IT. You will also contribute to transition and knowledge transfer activities from the incumbent vendor, ensuring a smooth handover and operational readiness.
Responsibilities
As a Senior Associate, you'll work as part of a team of problem solvers helping clients run complex HR and Payroll operations. Specific responsibilities include:
UKG Pro HCM Support
- Provide L2/L3 support for UKG Pro (R9), earlier UltiPro, HCM modules including Core HR, Benefits Administration, Compensation, and Employee Lifecycle events (hires, terminations, transfers, job changes, leaves)
- Perform system configuration and maintenance—org structures, job/position setup, benefit plan rules, eligibility configurations, compensation structures, and security/role assignments
- Support benefits enrollment cycles (open enrollment, life events, new hire enrollment), ensuring accuracy of eligibility, deductions, and carrier feed outputs
- Execute and validate employee data changes, mass updates, and data corrections with appropriate controls and audit trails
UKG Pro Payroll Support
- Support end-to-end payroll processing cycles (regular, off-cycle, supplemental) including pre-payroll validation, earnings/deduction review, gross-to-net analysis, and post-payroll reconciliations
- Troubleshoot and resolve payroll processing errors—tax withholding discrepancies, deduction mismatches, retro-pay calculations, direct deposit issues, and garnishment processing
- Assist with payroll tax configuration, W-2 support, quarter-end/year-end activities, and statutory compliance requirements (federal, state, local)
- Validate payroll outputs and reconcile against HRIS source data to ensure accuracy before downstream posting
Integration & Cross-Functional Support
- Monitor and troubleshoot integration touchpoints between UKG Pro and downstream systems (e.g., ERP/Finance such as Infor CSF), including GL payroll posting files, benefits carrier feeds, and third-party vendor interfaces
- Collaborate with HR, Payroll, Finance, and IT teams to resolve cross-functional data and process issues
Operations, Compliance & Governance
- Manage and resolve incidents, service requests, and minor enhancements within defined SLAs using ticketing tools (e.g., ServiceNow/JSM)
- Ensure data accuracy, audit readiness, and compliance with client controls, including sensitive data handling (PII/PHI) aligned to healthcare regulatory requirements
- Support compliance with labor policies, union rules (if applicable), and organizational HR/payroll policies specific to a 24x7 healthcare staffing environment
- Maintain operational documentation—runbooks, SOPs, configuration guides, and known-issue logs
Transition & Continuous Improvement
- Participate in transition and knowledge transfer from incumbent vendor, including process walkthroughs, documentation uplift, shadow support, and stabilization/hypercare activities
- Identify and propose opportunities for automation, standardization, and operational efficiency improvements to reduce recurring issues and manual effort
- Support reporting, data validation, and operational analytics to track service health and improvement outcomes
Skills And Experience
- 4–8+ years of experience in HRIS, HCM, and/or Payroll operations support
- Hands-on experience with UKG Pro (Release 9) across HCM and Payroll modules (strongly preferred); candidates with deep experience on UKG Pro Workforce Management or similar UKG platforms will also be considered
- Strong functional understanding of:
- Core HR processes: hire-to-retire employee lifecycle, position management, org structures
- Benefits administration: eligibility rules, enrollment processing, carrier connections, COBRA/QMCSO (awareness)
- Compensation: pay structures, salary changes, compensation events
- Payroll processing: end-to-end payroll cycles, earnings/deductions, tax withholding (federal/state/local), reconciliations, off-cycle/void/reversal processing, W-2/year-end
- Experience working in SLA-driven managed services or shared services environments with structured incident/service request management
- Familiarity with HR–Payroll–Finance integrations and data flow concepts (e.g., payroll GL posting, file-based interfaces, API-based feeds)
- Knowledge of data privacy, security, and compliance requirements, particularly PII/PHI handling in healthcare or regulated industries
- Experience with ticketing/ITSM tools (ServiceNow, Jira Service Management, or similar)
- Strong analytical, troubleshooting, and problem-solving skills
- Ability to work in US shift hours from India AC as required by the engagement
Preferred Knowledge/Skills
- Experience supporting US healthcare organizations or other regulated industries with complex workforce structures (24x7 staffing, multiple pay groups, union environments)
- Exposure to UKG Pro tax configuration, quarter-end/year-end processing, and statutory reporting
- Understanding of benefits carrier feed management and third-party vendor integrations (401k, FSA/HSA, insurance carriers)
- Familiarity with Infor CloudSuite Financials (CSF) or similar ERP systems from a payroll integration/GL posting perspective
- Experience participating in managed services transitions, knowledge transfer, and documentation uplift from incumbent vendors
- Exposure to UKG Pro reporting tools (BI reporting, Cognos, or UKG Pro native reports)
- Understanding of multi-entity payroll and shared services delivery models
PwC Professional Skills And Responsibilities
PwC Professional skills and responsibilities for this management level include but are not limited to:
- Apply a critical thinking and problem-solving mindset to HR and Payroll operations, proactively identifying risks and resolution paths
- Use feedback and reflection to continuously develop technical depth in UKG Pro and functional expertise in HCM/Payroll processes
- Handle, validate, and analyze sensitive HR and payroll data with integrity, accuracy, and strict confidentiality (PII/PHI compliance)
- Communicate effectively and professionally with onshore teams, client stakeholders, and cross-functional partners across HR, Payroll, Finance, and IT
- Demonstrate ownership and accountability in an offshore delivery model, maintaining responsiveness and quality aligned to US client expectations
- Uphold PwC's code of ethics and business conduct, ensuring strong governance and compliance in all operational and data-handling activities
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