Managed Operations Specialist II

Dayforce is a global human capital management (HCM) company headquartered in Toronto, Ontario, and Minneapolis, Minnesota, with operations across North America, Europe, Middle East, Africa (EMEA), and the Asia Pacific Japan (APJ) region.
Our award-winning Cloud HCM platform offers a unified solution database and continuous calculation engine, driving efficiency, productivity and compliance for the global workforce.
Our brand promise - Makes Work Life Better™- Reflects our commitment to employees, customers, partners and communities globally.

About the opportunity
The Managed Operations Specialist is responsible for providing administrative support to deliver excellent client service by effectively and accurately processing payroll related tasks. The candidate should also be able to interface with peers and clients using critical thinking skills to resolve mild to complex problems.

What you’ll get to do
• Ensure completeness and professionalism while maintaining "Right the First Time" accuracy and schedule adherence.
• Prepare and respond to inquiries from peers and clients.
• Interface with clients and use critical thinking skills to resolve complex problems within a high-volume, fast-paced environment
• Manage assigned work in an organized, proactive manner to meet all required commitments, including KPI's (metrics) and client SLA's (service level agreements)
• Proactively highlight risks and prepare root cause analysis to ensure issues/concerns are escalated for resolution
• Support peer work audit for accuracy
• Assist with root cause analysis and logging checks
• Track and resolve errors
• Perform miscellaneous requests from team
• Work with cross-functional internal partners to resolve client payroll matters and employee inquiries
• Ensure accurate and timely processing of payroll impacting changes, tax forms, payments and payroll processing for assigned clients
• Work with cross-functional internal partners to resolve client payroll matters and employee inquiries, providing on-going daily support and subject matter expertise
• Provide HR/Payroll support services to clients according to Dayforce contract, government compliance and business needs
• Create, update and review standard operating procedures and perform quarterly document reviews
• Have an “I own it” attitude about deliverables and projects from start to finish
• Proactively manage quarter and year-end payroll auditing
• Think and act ahead, spot opportunities and act accordingly and proactively Contribute to process improvements

What’s in it for you
• Encouragement to be the best version of yourself at and away from work:
◦ YOUnity diversity and inclusion programs
◦ Amazing time away from work programs
• Support for your total well-being through our Live Well, Work Well programs targeting all aspects of your life
• Recognition for your contributions through excellent pay, perks, and rewards
• Giving where you’re living: volunteer days, Dayforce-sponsored events, and our very own charity, Dayforce Cares
• Opportunities to fuel your career growth through numerous internal and external programs and events

Skills and experience we value
• Attention to detail and accuracy, with the ability to process payroll-related data with a consistently high level of quality, recognizing that errors may impact employee taxes and year-end reporting, including Form W-2.
• Awareness of data privacy, confidentiality, and compliance requirements, with the ability to handle payroll data and Personally Identifiable Information (PII) securely and in accordance with established policies, procedures, and access controls.
• Ability to manage high-volume transactional processing, while maintaining accuracy, productivity, and adherence to established deadlines and service expectations.
• Analytical and problem-solving skills, with the ability to identify missing, incomplete, inconsistent, or potentially incorrect information, seek appropriate clarification rather than make assumptions, and escalate issues when required.
• Strong written and verbal communication skills, with the ability to communicate clearly and professionally with clients through the case management system and during client calls, including asking clear, relevant, and concise questions when clarification or additional information is required.
• Working knowledge of payroll concepts, including earnings, deductions, taxes, pay periods, and year-to-date (YTD) amounts. Knowledge or experience with U.S. Third-Party Sick Pay (TPSP) would be an advantage.
• Proficiency in Microsoft Excel, including experience working with spreadsheets, validating data, filtering and sorting information, and reviewing large datasets for accuracy and completeness.
• Eager to learn, grow and develop – self-study, company trainings, feedback
• Ability to make sound decisions, work independently and assist other staff members.
• Ability to maintain a positive work atmosphere facilitating the success of the department.
• Seek improvements, question processes, streamline, prioritize, and be efficient
• Be a global partner, take ownership, seek solutions even when it is not your job
• Functions well in a constantly changing environment, adaptability
• Partner cross functionally to align with Wage Administration department needs
• Exceptional customer service abilities
• Time Management and Prioritization
• Reporting Skills
• Computer Literate (MS Word, PowerPoint, Outlook)
• Higher Education
• At least 1-3 years of work experience in an office environment (desirable)

STANDARD DUTIES AND RESPONSIBILITIES
• Achieve delivery of tasks in accordance with agreed schedules, procedures and standards - Meet or exceed process KPIs
• Drive customer satisfaction by providing high quality of service - Execute corrective and preventive action plans
• Record key delivery data for metrics purposes
• Aim at becoming a Subject Matter Expert in process
• Be an effective team player - Proactively highlight risks
• Ensure that complaints are proactively escalated -Seek and respond to development feedback
• Mentor & Coach new recruits in their process
• Promptly escalate exceptions to the Seniors/Team Lead/Manager
• Accountable for individual performance

What would make you really stand out:
• Quality Focus
• Results orientation
• Capacity to adapt to Change
• Initiative
• People Sensitivity
• Customer Orientation
• Teamwork & Cooperation

Other Requirements:
• Flexibility in terms of working hours - Night Shift Role - coverage from 8 AM EST to 8 PM EST - any 9-hour shift in that range.
• Ability to work overtime (Weekday/Weekend) during year end season and including public holidays.

What’s in it for you
Dayforce is fueled by the diversity of our talented employees. We are an equal opportunity employer and consider and embrace ALL individuals and what makes them unique. We believe our employees should be happy and healthy, with peace of mind and a sense of fulfillment.
We encourage individuals to apply based on their passions.
Dayforce encourages personal and professional growth. We offer excellent time away from work programs, comprehensive wellness initiatives and recognition through competitive pay and benefits.
With a commitment to community impact, including volunteer days and our charity, Dayforce Cares we provide opportunities for you to thrive both in your career and personal life. Our focus is not just on your job but on supporting you to be the best version of yourself.
Artificial intelligence may be used in the screening, assessment, or selection of applicants for this position.
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