Service Manager, Managed Payroll

Leads and advises Junior Consultants and Consultants in the provision of support services of the SuccessFactors product to customers. Manages the team in support of practice leadership. Participates as a Senior Consultant and as an escalation point for managed services clients.

Essential Functions

• Proactively manages the new ticket queue for assignment of tickets and for equal distribution across the team to ensure timely support to the customer either directly or via management, and quality assurance of team members performing this role.
• Proactively monitors Consultant performance for quality and ensures SLAs are met.
• Provides coaching, training, and functional expertise support to consultants; leads team meetings.
• Performs a Sr Consultant role supporting customer tickets or as a client engagement manager (50% utilization).
• Addresses customer escalations in a timely manner, identifying root causes and remediation plans.
• Monitors team member support to ensure adherence to defined customer support processes.
• Maintains knowledge of product updates and functionality changes; educates customers on changes.
• Provides SAP release review resource assignments and participates in the planning process and post-release lessons learned.
• Provides pre-sales support as requested.
• Participates in and contributes to the COE discussions.
• Monitors team utilization in order to maintain correct staffing levels to ensure service quality.
• Mentors team members and participates in career path discussions.

Essential Functions (Continued)

• Interviews and onboards new team members.
• Participates in Managed Services process reviews and contributes to the enhancement of team processes.
• Manages associate consultants in support of practice leadership.
• Maintains knowledge of product updates and functionality changes; educates users on changes.
• Plans and executes in-house training as needed.
• Mentors employees and participates in interviewing and career path discussions.
• Performs other duties as assigned.

Required Qualifications

• Bachelor's Degree in Business, Information Technology, or another related field.
• Minimum 5 years in a Human Resources and/or Business role with experience in key HR functions.
• Minimum 2 years of mentoring and/or leadership.
• Must have experience in PH payroll processing.

Knowledge, Skills, and Abilities (KSAs)

• Has deep understanding of PH Payroll processing.
• Has experience in statutory handling and Year End processing (Alphalist, Validation Etc).
• Has handled APAC Payroll Processing.
• Advanced presentation and public speaking skills.
• Advanced mentoring and team leadership skills.
• Ability to solve complex problems and focus on details.
• Ability to communicate and listen effectively.
• Ability to organize and manage time.
• Ability to work independently and manage multiple tasks and deliverables.
• Ability to display our core values: Integrity, Respect, Courage, Collaboration, and Excellence.

Work Environment and Special Consideration

Works within a professional office and/or remote environment. Routinely uses standard office equipment such as computers, keyboards, printers/scanners, and telephone applications.

Competencies

• Collaboration
• Courage
• Excellence
• Integrity
• Respect