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