Analyst, GBS - PBS - Payroll

Job description

Payroll Processing Cycle Support

Participate actively in the payroll processing cycle, ensuring compliance with policies, accuracy in data handling, and efficiency in execution. Support all phases of payroll processing to maintain timely and precise payroll delivery.

Ticket Processing & Queue Management

Process payroll tickets and manage the ticket queue, ensuring timely and accurate responses. Address standard payroll requests and escalate complex issues as needed.

Pending/Ageing Tickets Follow-up

Monitor and follow up on ageing tickets, ensuring resolution within defined timelines. Collaborate with team members to prioritize critical requests and reduce backlog.

Escalation Tickets & Issue Resolution

Handle escalated tickets, working closely with the Payroll SME and Payroll Lead to resolve issues and provide solutions to complex queries.

Respond to Queries

Serve as a point of contact for employee payroll queries, providing accurate and prompt responses. Maintain a high level of customer service and professionalism in all interactions.

Daily Huddles & Team Coordination

Participate in daily team huddles to discuss priorities, ticket status, and any pressing issues. Collaborate with team members to ensure efficient workflow and consistent service delivery.

Weekly HRBP Connects

Contribute to weekly connects with HR business partners (HRBPs) by providing updates on ticket status, common queries, and areas for improvement in payroll processes.

Reporting & Documentation

Assist in preparing weekly and monthly reports on ticket volume, resolution times, and key metrics. Maintain records of resolved issues and provide input for process documentation updates.

Process Compliance & Audit Support

Assist in maintaining process compliance by adhering to established procedures and supporting ad hoc audit requests as required. Contribute to maintaining process trackers to ensure transparency and compliance.

Customer Centricity

Ensure best in class customer satisfaction through regular feedback analysis and implementation of improvement action plans.

KHMS

Follow Kraft Heinz Management System program for Payroll operations team, ensuring standards and processes are aligned with KHMS playbook. Bachelor's degree in Human Resources, Business Administration, or a related field preferred. Continuous improvement certification is a plus. 2-4 years of experience in payroll operations, with a foundational understanding of payroll processes and ticket management. Experience with payroll software and HRIS platforms (Workday experience is advantageous).

Familiarity with standard payroll regulations and compliance requirements in the specified country.