- Location
- Gurugram, Haryana, India
- Job type
- Full-time
Required skills
- change management
- customer service
- employee engagement
- interpersonal skills
- people management
- service delivery
- Service Level Agreements
About the role
Anlight Consulting Services Private Limited
Website:
anlightconsulting.com
Job details:
Job Description
- Responsible for delivery of assigned Philippiness Payroll clients through a team of Managers, Team Leads and Processor/QC Teams.
- Be a client’s key stakeholder / partner, empowering the best possible customer experience and high-quality service delivery for assigned clients.
- Ownership for a customer focused payroll delivery team, overseeing customer deliverables, planning and hiring resourcing needs and leading the customer’s service delivery of assigned clients.
- Ensure that services are delivered according to SLA’s; monitor, report and analyse KPI’s regarding service excellence and customer satisfaction.
- Deliver efficient change management, deployment and improvements of payroll technology platform developed internally.
- Build Employee Capability initiatives and ensure team members’ domain and technical competencies are up to date.
- Ensure Employee engagement and retention management of the team members.
- Ensure team is trained in latest regulatory laws & best practices in payroll delivery.
- Ensure change management is adequately factored for time & necessary charge back of cost to the respective cost centres/clients.
Responsibilities
- Apply process knowledge to eliminate manual processes and reduce overall processing time.
- Produce analytics to improve overall efficiency.
- Ensure End to end payroll processing as per SLA agreed with customers.
- Partner with the client payroll teams & other internal customers to ensure effective processes and issue resolution.
- Adhere to defined service level agreements and statutory requirements, ensuring accurate payroll delivery every month.
- Enable and monitor processes to complete quality checks for accuracy by establishing accuracy standards and ensuring zero errors.
- Review delivery performance and instil a culture of continuous improvement and outstanding customer service.
- Ensure appropriate workload allocation, & sharing of knowledge.
- Seek feedback from customers and respond to any compliments, concerns, complaints.
- Work with the HR and Payroll Service Delivery Manager on opportunities to develop the service offer and identify/pursue additional opportunities to expand the service.
- Build team competency in relevant domains.
- Ensure retention and instil a culture of recognition and rewards for good work.
Competencies
- Strong people management and leadership skills.
- Genuine interest in contributing to people development.
- Strong Business Acumen.
- Sensitive and alert to customer’s needs and expectations.
- Proactiveness in cooperation with other team members and management.
- Excellent interpersonal, communication and negotiation skills.
- Ability to prioritize, plan and structure the work towards targets.
- Capability to convert issues and requirements into solutions and business opportunities.
- Proficient with MS Office and extremely Tech savvy.
- Thorough knowledge of Payroll process and statutory obligations of Philippines.
- Metrics and outcome focused.
- Exceptional Interpersonal Skills.
- Exceptional Project and program management skills.
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