Global Payroll Expert Team Lead, Americas

Description

Papaya Global is a rapidly growing, award-winning B2B tech unicorn with a mission to revolutionize the payroll and payments industry. With over $400M raised from top-tier investors, our innovative technology provides a comprehensive solution for managing global workforces, from hiring and onboarding to managing and paying employees in over 160 countries.

The Global Payroll Expert Team Lead is responsible for leading a regional team of Global Payroll Experts to ensure efficient delivery of services to clients and internal stakeholders. This role involves managing resources, ensuring SLAs are met and maintaining high levels of customer satisfaction.
• Work with the team to understand client's regional needs
• Represent Papaya in a professional manner internally with your team and externally to clients
• Fully understand the features and limitations of Papaya's entire suite of products, and provide guidance to your team
• Coach and develop your team to success, provide feedback to support their growth and development
• Act as an escalation point for your team and work internally to resolve issues
• Complete team requests independently, using your judgement and problem-solving skills
• Navigate internal resources and get answers to your questions, addressing issues end-to-end in a timely manner
• Maintaining GDPR compliance at all times and ensuring your team follows the same requirements
• Monitor Salesforce cases to support your team in ensuring that SLA's are met
• Monitor your team's contribution to our internal Knowledge Base to ensure that we are maintaining up to records and are best placed to support our clients
• Ensure the team are supporting the Account Managers in order for them to ensure the highest level of customer service is provided.
• Ensuring that each case is managed in collaboration with the Account Managers (where needed) and your team until the case is closed
• Ensuring that your team understands the importance of maintaining a good health score for each of their projects
• Monitor and manage your team to ensure the payroll cycles are managed seamlessly and on time
• Assist in training new starters and assigning an ongoing 'buddy' for new team members

Day to day tasks include, but are not limited to the following:
• Managing escalations that arise
• Providing support to each team member, ensuring that each day they are supported, that they are reaching their goals and meeting their growth objectives
• Ensuring that the team is maintaining the SLA's
• Weekly 1:1's with the team members
• Weekly 1:1 with Global Head
• Weekly call with all the Team Leads within the Global Payroll Team (this may result in being outside of local business hours)
• Collaboration with internal stakeholders
• Ensuring that the knowledge base is up to date
• Inspire the team to achieve company goals
• Communicate updates to the team
• Provide feedback in relation to team roadblocks any potential escalations
• Solve any problems that arise within the team
• Mentor and coach the team
• Collaborate on projects with the global teams

Requirements
• University degree
• 5+ years payroll experience
• Previous experience managing a team
• Exceptional communication and presentation skills
• Strong team working skills, ability to adapt to a fast-paced, international work environment with a passion for making an impact
• Ability to motivate a team and maintain high morale
• Ability to coach & develop each team member effectively and consistently
• Strong critical thinking, analytical skills with a proactive mind-set
• Ability to effectively prioritize tasks and manage time, even under high- pressure situations
• Fluency and excellent communication skills in English. Additional languages an advantage.
• "Customer-First" attitude and approach to all your day-to-day interactions with your customers and your team

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