Production Specialist - L3

Job Description

Role Purpose

The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs.
 

͏

Process Consultant would partner extensively with aligned manager and would work as subject matter expert, support ongoing delivery to clients through issue resolution, and standardized processes that contribute to achievement of Service Levels (SLAs or RSLs) and Key Performance Indicators (KPIs). He/she would be first point of contact and would interact with Onshore counterparts for any process or domain related work /escalations in the process. He/she would be responsible for reporting key process related metrics.

Responsibilities:

Domain Expertise :

 

• Oversee end-to-end SAP payroll processing for US and Canada
• Drive year-end payroll processes, W-2 corrections (W2C), T4 amendments, Form 1099 and cross-year payroll adjustments.
• Implement data validation checks and proactive payroll alerts to prevent payroll discrepancies.
• Should possess domain expertise and would be responsible for processing highly complex transactions / processes in a timely and accurate manner to ensure service delivery as per client contractual commitments, assigned targets and ensure process controls are in place.
• Responsible for continuous improvement for Timeliness and Accuracy by adopting best practices and deploying for processes in scope.

͏

Operations Management :

• Lead SAP and Payroll Control Center (PCC) automation projects to reduce manual intervention.
• Collaborate with SAP IT teams to resolve any technical issues related to payroll calculation or processing.
• Responsible for publishing accurate reports and analysis on agreed SLA’s  in a timely manner to internal & external clients.
• Responsible for data accuracy used for EOT / RPA input and publishing UAT results & analysis.
• Responsible for timely execution of projects, highlight any risks & deviations to relevant stakeholders.
• Responsible to build, review and maintain SOPs for transitioned / new projects/processes and process map inventory.
• Create JFC, FMEA, Job aid and periodically review and update

͏

Risk & Compliance

• Responsible to have working knowledge of SOX/ SOC requirements for client. Should be able to create and review SOC related artifacts and do walkthrough with vendor
• Responsible for maintaining accurate records as per audit requirements.
• Partner with manager during BCP situations & to work on critical & SLA impacting production tasks.
• Responsible to mitigate any escalation in partnership with manager, North America team and any relevant stakeholders.
• Accountable for driving resolution of customer/client issues by conducting research, analyzing trends, preparing RCA (Root Cause Analysis) for payroll failures using SAP error logs implementing action plan and effectively communicate the same to the stakeholders.

͏