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

MSD•Rahway, NJ

1d•$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, and defines and manages service level agreements, standard guidelines, and processes for selecting, evaluating, and supporting global payroll vendors. The role 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.

Requirements

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.
Bachelor’s degree, current pursuit of degree completion, or equivalent relevant work experience.
Proficiency with payroll systems, particularly ADP, and familiarity with other global payroll platforms.
Strong understanding of payroll software, data analytics, and automation tools.
Extensive experience in process improvement and service delivery optimization, with a transformational mindset.
Focus on service innovation and continuous improvement, combined 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 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 leveraging 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, ensuring timely and accurate resolution of payroll inquiries and issues.
Collaborate with internal teams and external vendors to manage and resolve payroll inquiries and related issues.
Continuously evaluate and improve payroll support processes to enhance efficiency, accuracy, and employee experience.
Lead payroll support teams and maintain the payroll knowledge base to support high-quality service delivery.
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 artificial intelligence, automation, and advanced analytics to streamline payroll operations, enhance employee support, improve 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, aligning selection with organizational objectives and cost-efficiency goals.
Implement global payroll standards and service level agreements that establish expectations for performance, quality, and service delivery.
Monitor and analyze key performance indicators to evaluate vendor performance and ensure compliance with established service level agreements.
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.