Payroll Assistant Manager

Description

This position is a member of the North America Pay Services organization and is responsible for overseeing the day-to-day delivery of outsourced pre-payroll services performed by Accenture Managed Services.
The role serves as the primary operational contact for vendor-delivered payroll support activities, ensuring that services are executed in accordance with established Desktop Procedures (DTPs), service level agreements (SLAs), quality standards, and operational controls.
Working closely with Payroll, HRIS, IT, and vendor leadership teams, the Supervisor monitors service performance, manages escalations, supports issue resolution, and drives continuous improvement initiatives. The role is accountable for ensuring outsourced pre-payroll services are delivered effectively to support accurate and timely payroll processing by the internal Payroll team.

1.  Vendor Service Delivery Oversight (40%)
•    Oversee day-to-day delivery of outsourced pre-payroll services performed by Accenture Managed Services.
•    Monitor adherence to established service level agreements (SLAs), key performance indicators (KPIs), and quality standards.
•    Review service performance, workload volumes, backlog management, and operational effectiveness.
•    Conduct regular operational reviews with vendor leadership to ensure service commitments are met.
•    Escalate service delivery risks and performance concerns as appropriate.

2.  Operational Governance & Escalation Management (25%)
•    Serve as the primary escalation point for complex operational issues impacting vendor-delivered services.
•    Partner with Payroll, HRIS, IT, and vendor teams to investigate and resolve operational challenges.
•    Ensure timely resolution of critical issues affecting payroll readiness.
•    Track recurring issues and coordinate corrective actions to improve service outcomes.
•    Support implementation of operational controls and governance standards.

3.  Process Compliance & Quality Management (20%)
•    Ensure vendor activities are performed in accordance with approved Desktop Procedures (DTPs), internal controls, and compliance requirements.
•    Review transaction quality, service accuracy, and vendor performance trends.
•    Identify risks, process gaps, and opportunities for operational improvement.
•    Support internal and external audit activities as required.
•    Promote consistent execution of established payroll support processes.

4.  Stakeholder Partnership & Continuous Improvement (15%)
•    Maintain strong working relationships with Payroll, HRIS, HR Operations, IT, and vendor teams.
•    Participate in process improvement initiatives that enhance service quality and operational efficiency.
•    Support knowledge sharing and process training activities.
•    Provide functional guidance related to HRConnect (Oracle EBS), ADP GlobalView, ServiceNow, and associated payroll support processes.
•    Drive initiatives that improve the employee and manager experience.

Qualifications

Required Experience
•    Experience in Payroll Operations, HR Shared Services, HR Operations, or Business Process Outsourcing (BPO) environments.
•    Experience overseeing outsourced service delivery and vendor-managed operations.
•    Experience monitoring service levels, operational metrics, and quality standards.
•    Experience managing escalations and coordinating issue resolution across multiple stakeholder groups.
•    Experience working within structured operational environments with defined procedures and controls.

Functional Knowledge
•    Working knowledge of payroll and employee lifecycle processes.
•    Understanding of payroll support operations and pre-payroll transaction processing.
•    Familiarity with HR and payroll systems such as Oracle E-Business Suite, ADP GlobalView, ServiceNow, UKG Pro, BlueYonder, or similar platforms.
•    Understanding of case management, workflow management, and service delivery concepts.

Skills & Competencies
•    Strong vendor relationship management skills.
•    Strong analytical and problem-solving abilities.
•    Ability to interpret operational metrics and identify performance trends.
•    Excellent stakeholder management and communication skills.
•    Ability to influence outcomes without direct authority.
•    Strong organizational and prioritization skills.
•    Ability to work effectively in a fast-paced, service-oriented environment.
•    Continuous improvement mindset with a focus on operational excellence and customer experience.