Payroll Service Delivery Manager

University of Wisconsin Stout•Madison, WI

1d•Hybrid

About The Position

The Payroll Service Delivery Team provides a variety of time reporting, absence and payroll services for the Universities of Wisconsin. Services range from routine to on-demand assistance for employees and university administrators. The Payroll Service Delivery Manager is responsible for developing and directing protocols to ensure accurate and timely employee payroll processing. This position will work closely with the UW-Shared Services Customer Success Team, all UW-Shared Services Service Delivery Teams, UW’s Workday Enterprise Support Team, and all the UW Universities to support current operations as well as the effort to build and enhance new work streams geared toward operational efficiency and automation of administrative services.

Requirements

At least four years of leadership experience developing and supporting HR related operational processes (Payroll, HR or Benefits).
Demonstrated experience in developing and monitoring operational metrics and service level agreements.
Experience supporting customers in a large complex organization.

Nice To Haves

Bachelor’s degree or equivalent experience.
Experience handling operational processes and customer support within a shared service or centralized processing unit.
Experience in higher education or large complex organization.

Responsibilities

Manages, and performs as may be needed, the daily operations of the Payroll Service Delivery Team, and ensures the necessary resources and tools are available for quality customer service including: Monitor and as needed correct time sheets and absence reporting, Assist employees and supervisors with time and absence reporting, Garnishment processing, Monitor and validate special payroll situations (terminating employees, military leave, catastrophic leave, etc)
Defines and communicates customer service levels and standards and oversees the attainment and maintenance of those expectations
Manages resolution of customer inquiries escalated from the customer success team
Manages departmental improvements and efficiencies and monitor key process improvement measurements
Ensures an efficient training program is in place, which includes written documentation of processes necessary to be successful on the job
Reviews and monitors services to identify trends and problem areas, reporting on risks, key performance indicators and proposed corrective action or new approaches
Exercises supervisory authority, including hiring, transferring, suspending, promoting, managing conduct and performance, discharging, assigning, rewarding, disciplining, and/or approving hours worked of at least 2.0 full-time equivalent (FTE) employees