Payroll Services Director

OneSource Virtual (OSV) has helped more than 1,000 Workday customers take their teams from transactional to transformational with innovative technology and services for HR, payroll, and finance. Founded in 2008, OSV is the leading exclusive provider of Business-Process-as-a-Service (BPaaS) solutions for Workday, delivering services with unparalleled choice, unwavering commitment, and uncompromising support. OneSource Virtual’s global headquarters is located in Dallas, Texas, with additional locations across North America and Europe. Find your company’s solution at www.onesourcevirtual.com.

Responsibilities

• Support the Payroll Services business leader in driving business strategy to scale and meet the projected financial growth requirements.
• Responsible for overseeing a subset of the payroll pods in support of the day-to-day service delivery.
• Act as an escalated point of contact for the supported customer teams, and ensure the timely handling and resolution of customer issues.
• Ability to rapidly, confidently, and competently understand root causes of customer issues. This includes empathetically defusing escalated issues and being directly involved with the effective orchestration and timely completion of proposed resolutions.
• Ability to analyze business needs and requirements through day-to-day assessments of the procedures, incidents, and feedback received from customers.
• Work across and in conjunction with the Payroll Director peers to drive global strategy and standards (US, UK & Canada).
• Identify the need for gaps in processes and procedures relating to daily, quarterly, and annual payroll processing and garnishment processing.
• Oversee the execution of improvement opportunities for the accountable teams associated with audit results and root cause analysis.
• Act as an operational and Workday expert to pod leadership. Provide training and mentoring focused on the pod leadership competencies.
• Provide business continuity to lead the pod as necessary.
• Work with the Customer Success Team to help resolve complex customer issues as they arise. This requires knowing where and how the hand-offs occur between various OSV teams like US and Canadian payroll, tax, garnishments, treasury, accounting, and others.
• Maintain and strengthen the relationship with key customers and work with Service Delivery Managers to create action plans to improve customer health and experience.
• Collaborate with the Sales team to support pricing models for Managed Payroll customers, and prospect visits requiring operational presence.
• This role Directs multiple customer team leaders comprised of managers, supervisors, and individual contributors. Direct supervisory responsibility is the pod leader.

Competencies

• Creates team identity and fosters team spirit
• Excellent customer service skills
• Excellent verbal and written communication skills
• Able to interface with C-Suite and senior leaders
• Effectively leads multiple projects and initiatives
• Strong analytical and research skills
• Strong payroll processing and compliance knowledge
• Knowledge of Federal, State, and Local tax rules and requirements
• Must have the heart of a teacher
• Flexible in a changing environment

Required

• 8+ years’ experience in payroll operations in a multi-company and/or multi-state organization, preferably in an outsourcing environment.
• 3+ years managing payroll operations, preferably in an outsourcing environment.
• Certified Payroll Professional (CPP) certification required.
• Must be organized, detail-oriented, and have strong written and verbal communication skills.
• Previous experience working with ERP HR/Payroll systems.
• Strong passion for customer service.

Preferred

• Bachelor’s degree in Business, Accounting, Finance or MIS preferred.

#LI-REMOTE

You are encouraged to learn and share ideas when you join the OneSource Virtual team. We reward innovative thinking, fresh perspectives, creative collaboration, and hard work. As an organization experiencing routine strategic growth, we are always on the lookout for intelligent, talented, and forward-thinking professionals to join our team. OSV employees enjoy a values-based culture, upward mobility, and professional development with opportunities of all kinds.