Associate Director, US Payroll Support and Global Payroll Supplier Manager (Hybrid - Rahway, NJ)

Merck•Rahway, NJ

11d•$129,000 - $203,100•Hybrid

About The Position

The Associate Director, US Payroll Support and Global Payroll Supplier Manager oversees the U.S. payroll support function and payroll inquiry process. The role defines and manages service level agreements (SLAs), standard guidelines, and processes for selecting, evaluating, and supporting global payroll vendors. It is accountable for high-quality payroll services and strong vendor performance across regions. Based in Rahway, New Jersey, the position reports to the Director, US Payroll and Global Payroll Strategy within HR Operations. The role oversees support channels and teams, improves payroll operations and employee support through reporting, AI, automation, and analytics, and manages global payroll supplier relationships and performance. The position is hybrid and includes 10% travel.

Requirements

Bachelor’s degree, current pursuit of degree completion, or equivalent relevant work experience.
At least 10 years of experience in global payroll and vendor management with a proven track record of driving performance outcomes; at least 8 years is required with a master’s degree.
Proficiency with payroll systems, particularly ADP, and familiarity with other global payroll platforms.
Strong understanding of payroll software, data analytics, and automation tools.
Demonstrated transformational mindset and extensive experience in process improvement and service delivery optimization.
Strong focus on service innovation and continuous improvement, with intellectual curiosity.
Experience leading and supporting change management initiatives.
Proven experience building and managing relationships with strategic vendors and business partners.
Excellent communication and interpersonal skills, with the ability to collaborate effectively with stakeholders at all organizational levels.
Strong analytical and problem-solving skills, including the ability to interpret data and make informed business decisions.
Ability to thrive in a fast-paced, dynamic environment while managing multiple priorities.
Experience using AI, machine learning, predictive analytics, and workflow automation tools to streamline processes, reduce manual effort, enhance service delivery, and generate actionable business insights.

Responsibilities

Oversee the U.S. payroll support function, including the ADP call center and ServiceNow payroll ticket management process, ensuring timely and accurate resolution of U.S. employee inquiries and issues.
Collaborate with internal teams and external vendors to manage and resolve payroll inquiries and related issues.
Evaluate and improve payroll support processes to enhance efficiency, accuracy, and the employee experience.
Lead payroll support teams and maintain the payroll knowledge base.
Partner with the ADP Service Center to establish and manage a centralized employee payroll support process.
Develop reporting frameworks that provide actionable insights into payroll operations and support informed decision-making.
Use AI, automation, and advanced analytics to streamline payroll operations, improve employee support and service delivery, and drive continuous process improvement.
Partner with ADP and regional payroll providers to ensure high-quality service delivery and compliance with contractual agreements.
Establish and implement standard guidelines and processes for selecting global payroll vendors, aligned with organizational objectives and cost-efficiency goals.
Implement global payroll standards and SLAs defining expectations for performance, quality, and service delivery.
Monitor and analyze KPIs to evaluate vendor performance and ensure compliance with established SLAs.
Address vendor performance issues, facilitate effective communication, and drive timely resolution.
Collaborate with regional teams to understand vendor performance, business requirements, and country-specific priorities and needs.
Execute strategies to consolidate payroll providers across global markets to improve efficiency, reduce costs, and enhance service delivery.