US Payroll Specialist

Mark Makers Consultancy Services; Gurugram District; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Mark Makers Consultancy Services in Gurugram is seeking a seasoned professional to manage and lead US Payroll / US Payroll Voice Process operations, driving daily team performance, SLA achievement and client satisfaction.

You will coach a team of voice process associates, conduct audits, analyse MIS dashboards and coordinate with HR and Payroll to ensure accurate payroll processing and timely responses to queries, while night shift readiness is required.

Qualifications

• 6+ years of overall experience, preferably in US Payroll / US Payroll Voice Process.
• Minimum 1-2 years of team handling / people management experience.
• Strong knowledge of SLA, KPI, Quality, AHT, CSAT and productivity management.
• Excellent verbal and written communication skills.

Responsibilities

• Manage and lead US Payroll / Payroll Voice Process operations and daily team performance.
• Handle a team of voice process associates, ensuring productivity, quality and SLA achievement.
• Monitor metrics such as AHT, Quality, CSAT, Productivity, Attendance and SLA.
• Provide coaching, feedback and performance improvement plans to team members.
• Handle escalations from clients, employees and internal stakeholders.
• Ensure accurate and timely processing of US Payroll queries and payroll-related transactions.
• Conduct regular call audits, quality reviews and performance discussions.
• Prepare MIS, daily/weekly performance reports and dashboards.
• Drive process improvements and ensure adherence to SOPs, compliance and client requirements.
• Coordinate with HR, Payroll, Quality, Training and Client teams for smooth operations.
• Manage team staffing, leave planning and operational coverage.

Skills

Team leadership

Communication skills

Escalation handling

Coaching

SLA/KPI management

Performance management

Education

Graduate in any discipline

Tools

Payroll systems

MIS reporting

Job description

Role & responsibilities

• Manage and lead US Payroll / Payroll Voice Process operations and daily team performance.
• Handle a team of voice process associates, ensuring productivity, quality and SLA achievement.
• Monitor key metrics such as AHT, Quality, CSAT, Productivity, Attendance and SLA.
• Provide coaching, feedback and performance improvement plans to team members.
• Handle escalations from clients, employees and internal stakeholders.
• Ensure accurate and timely processing of US Payroll queries and payroll-related transactions.
• Conduct regular call audits, quality reviews and performance discussions.
• Prepare and publish MIS, daily/weekly performance reports and operational dashboards.
• Drive process improvements and ensure adherence to SOPs, compliance and client requirements.
• Coordinate with HR, Payroll, Quality, Training and Client teams for smooth operations.
• Manage team staffing, leave planning and operational coverage.

Preferred candidate profile

• 6+ years of overall experience, preferably with experience in US Payroll / US Payroll Voice Process.
• Minimum 1-2 years of team handling / people management experience.
• Strong experience in International Voice Process / US Voice Process.
• Good understanding of US Payroll concepts, payroll queries, taxes, deductions and employee pay-related issues.
• Strong knowledge of SLA, KPI, Quality, AHT, CSAT and productivity management.
• Excellent verbal and written communication skills.
• Strong people management, coaching, problem-solving and escalation handling skills.
• Experience in MIS, reporting and performance management.
• GRADUATE in any discipline.
• Comfortable working in US/night shifts.