Analyst, GBS

All Posting Locations: Ciudad de México, Distrito Federal, MX

Job Functions: Global Business Services

Date Published: December 18, 2025

Ref#: R-98891

Remote, Hybrid or Onsite: Hybrid

ABOUT THE ROLE

Job Description

Position Summary:

As the Country X Payroll SME, you will serve as a specialist in payroll operations, supporting the Payroll Lead in ensuring the accuracy, efficiency, and compliance of payroll processing. In this role, you will handle critical ticket assignments, oversee the resolution of escalated payroll issues, and ensure adherence to established processes. You will also support ongoing process improvement initiatives, provide specialized training to team members, and contribute to compliance by conducting audits and maintaining process documentation. You will collaborate closely with cross-functional teams, manage process trackers, and support the Payroll Lead in meeting service-level agreements (SLAs) and maintaining operational standards.

Primary Responsibilities:

• Payroll Processing Cycle Ownership: Play a key role in the payroll processing cycle, ensuring compliance with policies, accuracy in payroll calculations, and efficiency in execution. Oversee all phases of payroll processing to ensure timely and accurate payroll delivery.
• Ticket Assignment & Processing: Oversee the assignment and processing of payroll tickets, ensuring timely and accurate responses. Handle critical tickets directly and provide guidance on resolving complex issues.
• Escalation Management & Follow-up: Manage escalations and follow up on issues requiring additional attention. Work with the Payroll Lead to conduct root cause analysis (RCA) and implement action plans to prevent recurrence.
• Process Training & Knowledge Sharing: Conduct training sessions for payroll team members on processes and system use, ensuring that best practices and protocols are followed. Update and maintain training materials to reflect current procedures.
• Audit & Compliance: Conduct regular audits on payroll processes to ensure compliance with internal and external standards. Support ad hoc audit requests and validate payroll control data to maintain data accuracy and integrity.
• Update Documentation & Trackers: Maintain and update detailed process documentation, including DTPs (Desktop Procedures), and ensure all process trackers are current. Support the Payroll Lead in preparing reports for governance and performance management.
• Continuous Improvement & Process Optimization: Identify opportunities for process improvement, focusing on enhancing control measures, automating tasks, and improving response times. Collaborate with the Payroll Lead to implement changes that optimize payroll operations.
• Service Level Agreement (SLA) Compliance: Validate SLA workbooks and ensure that payroll processing adheres to the expected standards. Assist the Payroll Lead in monitoring performance metrics and addressing any gaps promptly.
• Collaboration & Communication: Collaborate closely with HR, finance, and IT teams to ensure seamless integration and data flow across functions. Participate in governance calls (daily, weekly, monthly) and provide insights to drive improvement.
• Customer Centricity: Ensure best in class customer satisfaction through regular feedback analysis and implementation of improvement action plans.
• KHMS: Follow Kraft Heinz Management System program for Payroll operations team, ensuring standards and processes are aligned with KHMS playbook.

Education:

• Bachelor's degree in Human Resources, Finance, Accounting, or a related field required.
• HR certification is mandatory.
• Payroll certification (e.g., Certified Payroll Professional) is mandatory.
• Continuous improvement certification is a plus.

Experience:

• 5-7 years of experience in payroll operations, with a strong understanding of country-specific payroll regulations and compliance requirements.
• Proven experience in managing escalations, audits, and process improvement initiatives within payroll.
• Familiarity with payroll software and HRIS platforms (Workday experience is advantageous).

Skills:

• Fluency in English, with excellent written and verbal communication skills, essential for interacting with HR stakeholders, employees, and third-party vendors.
• Strong organizational and prioritization skills, with high attention to detail and accuracy in payroll processing.
• Excellent analytical skills, with the ability to audit, evaluate, and enhance payroll processes.
• Proficient in process documentation and maintaining trackers to support operational consistency.
• Effective communication and interpersonal skills, with the ability to work collaboratively across teams and resolve escalated issues.
• Commitment to continuous improvement, with a proactive approach to identifying and implementing process optimizations.
• Customer centric approach – always focused on the needs and experiences of customers.
• Analytical mindset – ability to approach problems using logical and systematic perspective.

Location(s)

Mexico City – Antara Tower A – 5th Floor – Local Office

Kraft Heinz is an Equal Opportunity Employer – Underrepresented Ethnic Minority Groups/Women/Veterans/Individuals with Disabilities/Sexual Orientation/Gender Identity and other protected classes.