Overall Objective of the Role

The primary responsibility will be to take care of daytoday work allocation to the Payroll Administrator, interacting with the client, attending client calls, passing on process updates to the team members, maintaining weekly and daily reports, and interacting with the Process Manager and the team to improve the process.

To provide an effective and effective payroll service to customers, ensuring the accurate and timely payment of their employees’ salaries
Respond to requests, queries, and complaints from external customers in a friendly and efficient manner to enhance customer loyalty
Responsible for efficient resource and time utilization to achieve process deliverables as per the set SLAs
Would report into the Process Manager and support in process supervision

Main ResponsibilitiesStrategic

Coordinating with the Transition team during the testing phase

Client Handling, Support & Communication

Communicating with the Onshore team as per requirement
Handling conference calls on a Monthly / Quarterly basis

Reports

Report progress at a team level – keep PM updated
Responsible for ensuring quality documentation is up to date

Resource Management

Engaging in periodic resource estimation / planning
Analyzing and forecasting attrition (team level) – inform PM as required
Controlling attrition / absenteeism / resource utilization
Responsible for maintaining and updating the team skills matrix & other process documents

Performance Management

Conducting daily/weekly production feedback sessions – providing feedback on quality and SLA issues and team targets
Analyzing team performance and identifying training needs / conducting onetoone meetings with subordinates
Ensuring process / refresher training is conducted as required
L&D; & HR interface – training nominations,



RnR nominations – providing inputs to PM
Appraisals – Midterm/Annual – provide feedback and inputs on team members to PM
Appraisals – providing feedback to PM

Employee Life Cycle

Coordinating joining and exit formalities – ID/Login creation, etc., for new team members; resignation formalities – keep PM updated
Tracking attendance / absenteeism of the team – inform PM
Payroll interface – collecting and distributing salary slips/cheques of team
Ensuring grievances are handled effectively and escalating as required
Responsible for leave planning
Conducting oneonone sessions with the team

Production

Ensuring production through optimal work allocation and monitoring
Resolving daily queries and problems of team members
Creating, allocating, and tracking work/jobs using appropriate software as specified – inform PM as required
Responsible for shift monitoring and control
Responsible for daily reporting – MOM, etc.
Collecting team metrics
Analysis of errors/issues and creation of root cause analysis documents
Responsible for timely escalation of issues/problems that require PM or client attention
Ensuring issue resolution
Providing feedback on quality issues
Ensuring continuous improvement of team metrics
Raising calls and coordinating with IT systems to ensure process compliance
Ensuring quality compliance for all processes handled – checklists, standards, etc.
Ensuring all process SLAs are met
Ensuring ISMS compliance for all processes handled
Adhering to company policies, rules & regulations, work timings, and leave schedules

Requirements

Graduate from any stream / Diploma holder
PC literacy – Word and Excel (basic level)
Good technical knowledge of payroll and payroll systems
5 Plus years experience in US/North America Payroll Exp
Supervisory / teamhandling experience is mandatory

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📌 Team Leader- US Payroll (Kochi)
🏢 Strada
📍 Kochi