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Hr Services/Payroll Customer Service, Time And Attendance Manager
Company | Merck |
Address | West Point, PA, United States |
Employment type | FULL_TIME |
Salary | |
Category | Pharmaceutical Manufacturing |
Expires | 2023-08-01 |
Posted at | 9 months ago |
- Manage all Union and Payroll related escalations
- Manage eTime Systems, configurations, entries and processes within the eTime systems scope
- Manage Payroll Overpayments functions, stop payment and stale checks processes
- Manage supplier support center performance, case volumes and trends.
- Track and Monitor supplier performance against Service Level Agreements
- Responsible for support team that provides solutions on Payroll Union and Non-Union cases that span multiple areas and systems (Tier 2 & 3)
- Ensure proper testing and frequent audits of time system configuration is conducted
- Responsible for all cases in Ticketing Systems (Service Now and KBISS) to ensure appropriate level of support is provided daily by department
- Manage Union contractual adjustments and required payments
- Year End Project Management support for US and Puerto Rico
- Assists with Data Analytics support for Time, Tax and Payroll
- Supports Payroll in M&A projects and system upgrades
- Other Projects as assigned
- Assist with Internal and External collection of data for facilitating audits.
- Managing responsibilities of all direct reports as assigned.
- Provide exemplary Customer Support for every case received within our documented SLA’s.
- Provides backup support as needed for Payroll Manager and peers in Payroll Department
- Point person to work with Organizational Readiness team when escalations require communications.
- Responsible for updating all SOP’s and Work instructions for area
- Constantly seeking opportunities streamline, automate for process improvements
- Update Internal Controls and documentation as needed
- Handling all escalations and ensuring they are managed timely and appropriately.
- Stay abreast of Federal, State and Local legislation relating to Time and Attendance Department of Labor laws
- Assisting and managing related automation projects
- Monitor all case volumes and report up on the details, trends and action plans.
- Create and track all department Purchase Orders and vendor invoices
- Support the Associate Director – US Payroll in managing ADP performance, Reporting details
- Ensure cross training throughout all responsible functions
- Experience managing eTime or similar systems configuration
- Case system management and resolution (Service Now, ADP KBISS)
- Experience managing a high-performing team (3-5 team members)
- CBA interpretation
- Strong understanding of Time and Labor Laws, systems and compliance
- CPP required or in-progress
- Minimum of 6 years’ experience in T&A, Call Center, Customer Service, QA or HR Union Labor Relations function
- Experience with ADP eTime and Workday preferred
- Experience with reporting and query writing
- Experience working in or with a Support Center environment.
- Bilingual: English/Spanish preferred.
- Must be high energy, results oriented, customer focused and service driven
- Must have excellent written and oral communication and interpersonal skills along with high personal integrity, credibility, and energy preferred
- Knowledge of HR business processes through experience working with interdependent groups (i.e. Call Center, Customer Service, Human Resources, Data Analytics, Payroll & Benefits)
- Supplier Relationship Management
- Minimum of a Bachelor's degree in Human Resources, Business or related discipline, or currently in pursuit of degree completion, or equivalent relevant work experience
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