Third Party Vendor (TPV) Payroll Delivery Manager
SCP Regional Lead
Overall objective of the Role
The TPV Payroll Delivery Manager is a global role responsible for the payroll delivery of assigned NGA customers that have a Third Party Payroll requirement in countries where NGA is not delivering a payroll service directly. Working as a Global resource to ensure that Third Party supplier payrolls are delivered as expected in line with the client contract and the TPV supplier agreements, issues are addressed proactively, escalated and exception items are solved expeditiously resulting in a stabilized and high performing payroll service..
Owns and ensures the day-to-day management of the services provided by NGA Operations and the TPV’s for assigned NGA clients and that all controls are met to ensure a quality payroll delivery.
Focus is on the assigned client but also acts as a SPOC in the region for supporting Global Directors in building relationships and managing issues with all TPV’s in the region or location
Ensures compliance with the overall tools and processes for TPV’s to align with NGA Standard services as described and published by NGA Operations
Ensure service alignment, where contract allows, for the assigned NGA clients between the TPV’s and all applicable NGA teams during the implementation process and post go-live for all TPV related issues and escalations
Provide input to the standards and processes that govern the life cycle engagement processes with the TPV’s from service delivery execution, SLA reporting, change control, performance reporting and remediation activities.
Ensure that all performance is monitored directly with the TPV, reported and managed in a consistent manner for the assigned NGA clients.
Ensure suppliers are compliant to the terms of the contract and aligned with proper and consistent usage of NGA tools and processes as part of the NGA standard solution.
Work as the SPOC for the NGA Account Director and Service Delivery Director representing the TPV in client meetings in terms of payroll operations and ensuring that services are provided in a consistent manner globally in line with agreed contracts.
Act as the first escalation point for the NGA Operations team responsible for supporting TPV payrolls.
Lead meetings with TPV, where necessary, relating to services provided to assigned NGA clients.
Ensure accurate account reporting for TPV invoice payments in a timely manner and that all PO’s are valid and up to date
Responsible for SLA reporting to the TPV, monitoring failures and remedial actions, ensure that penalties that are due are enforced with invoices raised.
Ensure Change Requests are managed in line with NGA processes, including use of ECOM where applicable, and that the TPV understands the requirement to enable an accurate estimate of effort and cost.
Review costs with appropriate NGA personnel to ensure operational efficiency.
Actively manage costs through Engage approval process and proactive management against the agreed / forecasted budget figures for the year with the VPS Ops management team
Manage re forecasting process yearly for relevant client account and liaise with relevant NGA colleagues (AD/RSDM)
Provide statistical data and reports in accordance with the agreed services.
Monitor service gaps with the TPV and recommend solutions to ensure minimal NGA costs
Collaborate with the NGA Regional Operations Vendor teams to ensure consistent messages and support. Provide guidance to resolve issues at the ground level and intervene with the TPV to ensure minimal escalations..
Manage the Root Cause Analysis with factual and accurate information and ensure solutions are put in place with follow up reviews to ensure issues are not repeated.
Manage the interfaces between NGA and third parties as agreed.
Support implementation of operational processes and global reports
The Global role works directly with:
NGA Operations: regional and centre representatives; SDMs, Account Managers, Account Directors
Assigned NGA clients in implementation and those that are live.
Additional job details will include:
Support SDAC, Operations, Service Readiness and Account Management on aligning our standard payroll processing to how supplier services are being provided.
Co-ordinate access to the NGA tooling (create / delete users, reset passwords)
This is a global role but regionally based with some travel expected
Qualifications and Experience
2-5 years’ experience with Payroll and HR operations in client facing situations
Experience of team leadership
Exceptional influencing skills, both internally and externally
Effective at managing both up and down the organizational chain via communications through to execution.
Ability to work with peers in other regions in a similar role to support on holistic global solution and approach.
Change management experience
Experience of working in a complex matrix structure
Understanding of delivery models from global delivery centre perspective
Highly flexible approach to working hours/ travel
Take ownership and be responsible within the activities of the role
Internal NGA Desirable knowledge:
Knowledge of the contract (service description, SLA - KPI, organizational structure)
Knowledge of standard procedures of NGA
Advanced knowledge of processes and policies of the Human Resources Area
Advanced knowledge of the processes, policies and procedures of the service centre
General Desirable Skills
Project management experience
Previous Supplier Management experience would be an advantage
Experience in working with multiple payroll and HRIS
Outsourced payroll experience
Excellent communication skills
Exceptional influencing skills
Focus on quality
Able to work at distance
Able to work independently
Ability to manage time effectively and flexible attitude to working hours
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