Payroll Time And Attendance And Customer Service Manager (Hybrid)

Our company is a global health care leader. With a diversified portfolio of prescription medicines, vaccines, and animal health products. Today, we are building a new kind of healthcare company – one that is ready to help create a healthier future for all of us.

Our ability to excel depends on the integrity, knowledge, imagination, skill, diversity, and teamwork of an individual like you.

To this end, we strive to create an environment of mutual respect, encouragement, and teamwork. As part of our global team, you'll have the opportunity to collaborate with talented and dedicated colleagues while developing and expanding your career.

The Payroll Customer Service & Time System Manager reports to the Associate Director of HR Services Payroll Operations and is responsible for leading a team focused on Customer Support/Service and Escalations as well as Reporting and Time Administration. In addition, the Sr. Specialist serves as the Supplier Relationship Manager with our company's Payroll supplier for those same areas, holding them accountable for accuracy and quality of call center support as well as accurate time reporting processing.

Responsibilities include but are not limited to the following key areas:

• Customer Service (CS)/Support & Escalations & Time and Attendance (T&A) Administration US and Puerto Rico
• Responsible for all cases in Ticketing Systems (Service Now and KBISS) to ensure appropriate level of support is provided daily by department
• Update Call Center with real time business issues or concerns
• Track and Monitor supplier performance against Service Level Agreements
• Manage supplier support center performance, case volumes and trends.
• Responsible for updating Knowledgebase and frequently reviewing articles for enhancements or additional support for the call center.
• Responsible for support team that provides solutions on Payroll Union and Non-Union cases that span multiple areas and systems (Tier 2 & 3)

• Manage Payroll Overpayments functions, stop payment and stale checks processes

• Manage all Union and Payroll related escalations with site staff, Labor Relations and Union representation.

• Manage eTime Systems, configurations, entries and processes within the eTime systems scope

• Ensure proper testing and frequent audits of time system configuration is conducted

Projects

• Manage Union contractual adjustments and required payments
• Assists with Data Analytics support for Time, Tax and Payroll
• Year End Project Management support for US and Puerto Rico
• Other Projects as assigned
• Assist with Internal and External collection of data for facilitating audits.
• Supports Payroll in M&A projects and system upgrades

Other Responsibilities

• Ensure cross training throughout all responsible functions
• Point person to work with Organizational Readiness team when escalations require communications.
• Support the Associate Director – US Payroll in managing ADP performance, Reporting details
• Handling all escalations and ensuring they are managed timely and appropriately.
• Provide exemplary Customer Support for every case received within our documented SLA’s.
• Create and track all department Purchase Orders and vendor invoices
• Assisting and managing related automation projects
• Stay abreast of Federal, State and Local legislation relating to Time and Attendance Department of Labor laws
• Responsible for updating all SOP’s and Work instructions for area
• Update Internal Controls and documentation as needed
• Provides backup support as needed for Payroll Manager and peers in Payroll Department
• Monitor all case volumes and report up on the details, trends and action plans.
• Constantly seeking opportunities streamline, automate for process improvements
• Managing responsibilities of all direct reports as assigned.

Experience Required:

• Familiar with Collective Bargaining Agreement (CBA) interpretation and converting into time systems configuration
• Experience managing ADP eTime or similar systems and configuration
• Minimum of 5 years’ experience in Time and Attendance, Call Center, Customer Service, Call Center QA or HR Union Labor Relations function
• Experience with WorkDay and ADP reporting function
• Comfortable user of Powerpoint and reporting tools
• Strong understanding of Time and Labor Laws for all 50 states including Puerto Rico, Payroll laws, Time systems and compliance for configuration
• CPP Certification via American Payroll Association (APA) (current certification, certification in process, or willingness to obtain)
• Experience managing a high volume and high-performing team (3-5 team members)
• Case system management and resolution (Service Now, ADP KBISS)
• Advanced Microsoft Excel User

Experience Preferred:

• Must have excellent written, oral communication and interpersonal skills along with high personal integrity, credibility, and energy preferred
• Experience working in or with a Support Center environment.
• 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
• Must be high energy, results oriented, customer focused and service driven

Bilingual:

• English/Spanish preferred

Education:

• Bachelor degree with a minimum of 6 years' experience in Payroll or HR related discipline required (with masters' degree, minimum of 4 years of experience). Years of Service beyond required in lieu of degree is acceptable.

Our employees are the key to our company's success. We demonstrate our commitment to our employees by offering a competitive and valuable rewards program. Our Company’s benefits are designed to support the wide range of goals, needs and lifestyles of our employees, and many of the people that matter the most in their lives.

NOTICE FOR INTERNAL APPLICANTS

In accordance with Managers' Policy - Job Posting and Employee Placement, all employees subject to this policy are required to have a minimum of twelve (12) months of service in current position prior to applying for open positions.

If you have been offered a separation benefits package, but have not yet reached your separation date and are offered a position within the salary and geographical parameters as set forth in the Summary Plan Description (SPD) of your separation package, then you are no longer eligible for your separation benefits package. To discuss in more detail, please contact your HRBP or Talent Acquisition Advisor.

Employees working in roles that the Company determines require routine collaboration with external stakeholders, such as customer-facing commercial, or research-based roles, will be expected to comply not only with Company policy but also with policies established by such external stakeholders (for example, a requirement to be vaccinated against COVID-19 in order to access a facility or meet with stakeholders). Please understand that, as permitted by applicable law, if you have not been vaccinated against COVID-19 and an essential function of your job is to call on external stakeholders who require vaccination to enter their premises or engage in face-to-face meetings, then your employment may pose an undue burden to business operations, in which case you may not be offered employment, or your employment could be terminated. Please also note that, where permitted by applicable law, the Company reserves the right to require COVID-19 vaccinations for positions, such as in Global Employee Health, where the Company determines in its discretion that the nature of the role presents an increased risk of disease transmission.

Current Employees apply HERE

Current Contingent Workers apply HERE

US and Puerto Rico Residents Only:

Our company is committed to inclusion, ensuring that candidates can engage in a hiring process that exhibits their true capabilities. Please click here if you need an accommodation during the application or hiring process.

For more information about personal rights under Equal Employment Opportunity, visit:

EEOC Know Your Rights

EEOC GINA Supplement

Pay Transparency Nondiscrimination

We are proud to be a company that embraces the value of bringing diverse, talented, and committed people together. The fastest way to breakthrough innovation is when diverse ideas come together in an inclusive environment. We encourage our colleagues to respectfully challenge one another’s thinking and approach problems collectively. We are an equal opportunity employer, committed to fostering an inclusive and diverse workplace.

U.S. Hybrid Work Model

Effective September 5,2023 our U.S. Hybrid work model will be as follows: 1. Three total days on site per week: Tuesday and Wednesday – plus one additional day of choice based on what works best for organizations and/or teams. 2. Fridays will formally be a remote-working day unless business critical tasks require onsite presence.

Learn more about your rights, including under California, Colorado and other US State Acts

Search Firm Representatives Please Read Carefully
Merck & Co., Inc., Rahway, NJ, USA, also known as Merck Sharp & Dohme LLC, Rahway, NJ, USA, does not accept unsolicited assistance from search firms for employment opportunities. All CVs / resumes submitted by search firms to any employee at our company without a valid written search agreement in place for this position will be deemed the sole property of our company. No fee will be paid in the event a candidate is hired by our company as a result of an agency referral where no pre-existing agreement is in place. Where agency agreements are in place, introductions are position specific. Please, no phone calls or emails.

Employee Status:

Regular

Relocation:

VISA Sponsorship:

Travel Requirements:

Flexible Work Arrangements:

Shift:

Valid Driving License:

Hazardous Material(s):

Requisition ID:R252452