Americas Payroll Customer Agent

hace 3 días

Tlaquepaque, México Hewlett Packard A tiempo completo

Responsible for providing outstanding support to employees, managers, and stakeholders regarding payroll-related inquiries. You will act as a trusted resource, ensuring timely and accurate resolution of cases while adhering to company policies, compliance standards, and payroll regulations.

This position requires great communication skills, a customer-focused approach, and ability to handle complex issues.

**_ Responsibilities:_**
- Respond to payroll-related inquiries from employees and managers, providing clear, timely, and accurate information.
- Handle Tier 1 cases, which may include complex payroll cases such as tax discrepancies and compliance concerns.
- Collaborate with payroll processing teams to troubleshoot and resolve payroll discrepancies.
- Support off-cycle payment processing and ensure payroll adjustments are processed accurately.
- Maintain a thorough understanding of payroll systems, procedures, and regulatory requirements.
- Document case resolutions and maintain accurate records in the Payroll ticketing system.
- Contributes to projects that impact payroll at the country level in coordination with key stakeholders such as HR, Controllership & IT teams, and may lead projects of low to moderate complexity.
- Identify opportunities for process improvement and policy development (within and out of payroll), engaging in the design and implementation.
- Share knowledge in a natural way with other team members and contribute to a knowledge management culture by maintaining clear process documentation.
- Develops a deeper understanding of HP's payroll and working knowledge of the business.

**_
Knowledge and Skills:_**
- Good Business Application skills (e.g., Microsoft Excel).
- Good written and verbal communication skills; mastery in English and local language.
- Good interpersonal skills with a focus on empathy and problem-solving.
- Ability to manage multiple priorities in a fast-paced environment.
- Strong analytical and detail-oriented mindset.

**_
Impact and Scope:_**
- Directly impacts timeliness and accuracy of payroll for the country supported.
- Supports payroll operation management and project team.
- Advises various internal partners and employees on the needs and requirements of target markets.

**_
Complexity:_**
- Low to moderate: Frequent cross-functional/cross-organizational interaction on the execution of tactics. This position bridges the gap between technical payroll experience and customer satisfaction.
- Exercises independent judgment within generally defined policies and practices to identify and select a solution.

**_ Education and Experience:_**
- Bachelor’s degree in business administration, Finance, Accounting, or a related field (preferred) or demonstrated competence.
- 2-4 years of experience in payroll processing or customer support with a focus on payroll operations.

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