Lead Specialist Payroll

Lead Specialist independently resolves complex payroll exceptions, provides day-to-day guidance to Specialists, and supports cross-coverage across payroll processes. The role drives issue resolution through advanced troubleshooting and contributes to documentation and process improvements.

Responsible for executing and coordinating assigned payroll activities with 100% accuracy and timeliness. Acts as the first-level escalation point, coaches L2 Specialists, and partners with SMEs/onshore teams to resolve issues and maintain documentation.

• Process payroll and/or final pay checks accurately and ensure pay is delivered on time, following documented procedures and checklists.
• Work pay run audit reports; research and resolve errors/issues before checks are printed or files are transmitted; escalate exceptions as required.
• Monitor payroll mailboxes and ticket queues; respond to requests/forms within the 24-hour SLA; document actions clearly and professionally.
• Apply US payroll policies, internal controls, and compliance requirements (confidentiality, approvals, audit trail) during daily execution.
• Support ad-hoc activities and year-end deliverables as assigned; adapt to peak volumes and critical timelines.
• Maintain current understanding of payroll calendar updates and process changes; complete required trainings on time.

Additional responsibilities for this level:

• Serve as first-level escalation point for complex cases and aging tickets; coordinate resolution with partner teams as needed.
• Coach and mentor L2 Specialists on process execution, quality, and communication; provide onboarding and training support.
• Contribute to SOPs, checklists, and templates with version control; communicate changes to the team.
• Identify trends from audits and case data; recommend corrective actions and participate in small improvement initiatives.
• Support coverage planning within the sub-team during peaks, downtime, and year-end timelines.

• Support employee tax setup changes and validations per workflow; ensure changes align to source documentation.
• Assist with tax-related inquiries and ticket triage; resolve routine items and route complex items to SMEs/partners.
• Support year-end activities such as W-2 validations, corrections workflows, and reprint requests per process.

• Support direct deposit maintenance and reject/return handling per workflow; ensure corrections are completed within required timelines.
• Assist with payroll funding/file checks and basic reconciliations per checklist; escalate discrepancies promptly.
• Log and track ACH rejects, reversals, and high-risk exceptions to closure.

• Set up and maintain garnishment/levy deductions based on received orders and established decision trees.
• Process routine agency communications and documentation within SLA; maintain required records.
• Support remittance processing and exception handling per controls; escalate complex scenarios.

• Execute standard payroll processing steps (data entry, validations, adjustments) according to the payroll calendar.
• Run and review assigned audits; correct basic errors and coordinate dependencies with upstream partners.
• Support off-cycle processing requests as directed; ensure documentation and approvals are complete.

• Process final pay checks including PTO/other payouts per state requirements and documented guidance; escalate exceptions promptly.
• Support manual check requests, reissues, and reversals; ensure approvals and audit trail are complete.
• Respond to final pay inquiries from HR/field teams using templates and policy references.

Reports to: Manager, Payroll Operations.

Minimum / Desired Requirements:

• Bachelor’s degree in Accounting/Business/Human Resources (or equivalent experience).
• 2+ years of payroll operations experience with strong understanding of federal and state payroll requirements.
• Proficient in Excel, Word, and PowerPoint; able to analyze reports and identify trends.
• Strong attention to detail; professional communicator able to handle escalations and stakeholder interactions.
• Demonstrated integrity and confidentiality; commitment to coaching and knowledge sharing.
• Flexibility to work extended hours during critical business timelines.
• FPC/CPP is an advantage; Workday/MyTime knowledge is preferred.