Our search for better is changing the lives of our patients. It’s changing the careers of our people too – creating new challenges and opportunities all the time. We're looking for a motivated and passionate individual to join our team to have real impact and bring Forever Caring to life.
About Role
This role is located in one of our Convatec Business Services centers in Kuala Lumpur and has been established to provide Payroll Inquiry and Transaction Support to the Convatec enterprise through a global team of delivery experts.
Through our ticket management system, employees, HR and Finance can raise queries or requests to the service delivery team. The identification of correct routing of queries and requests is crucial in conducting RCA and resolving any pay discrepancies, while maintaining compliance through collaboration with the Payroll COE. The primary purpose of Payroll Inquiry Support is to review and resolve queries and requests promptly. By addressing these queries, we maintain employee trust with the critical component of employee engagement, Pay. Through root cause analysis we ensure further queries and requests are proactively rectified.
The successful candidate will have the opportunity to contribute to the development, enhancement, and support of our HR Operating Model.
Handle Tier 2 complex Payroll HR-related issues and elevations from Tier 1 support by providing timely and effective resolutions via ServiceNow and Workday to employees regarding:
a) Missing Hours: Discrepancies in recorded work hours, often caused by manual errors or malfunctioning time tracking systems.
b) Incorrect Deductions: Queries regarding deductions that do not align with employee expectations, such as taxes, insurance premiums, or retirement contributions.
c) Tax-related Issues: Concerns about tax withholding status, exemptions, or errors in tax calculations.
d) Discrepancies in Employee Information: Errors or inconsistencies in employee details, such as names, addresses, or bank account information.
e) Overtime and Leave Calculation: Queries regarding overtime pay calculations and leave balances, ensuring accurate compensation and transparent leave management.
f) Evaluating more complex issues to route to Tier 3 (Payroll COE) as needed
Monitor payroll ticket queues, conduct daily ticket reviews, and manage escalations to ensure service levels and response times are met.
Partner with payroll, HR, and business stakeholders to resolve issues, improve processes, and enhance the employee experience.
Actively supported and contributed to payroll projects, ensuring timely delivery, process efficiency, and compliance with organizational requirements.
Provide training and support to WFA Tier 1 support to resolve straightforward HR inquiries and issues based on predefined guidelines and knowledge articles.
Provide feedback on process improvements and contribute to the continuous enhancement of Tier 1 services.
Support business-as-usual activities pertaining to new hire processing and term processing, successfully passing on information to the CBS Payroll for additions and updates.
Ensure Allowances and Pay Changes, reported via our ticketing systems, are passed on timely to the CBS Payroll for their Payroll update processing.
Playing an active role in "Knowledge Management", by reviewing, updating, publishing, retiring, and monitoring the use of published HR information (Local Work Instructions, User Guides, Knowledge Articles etc.) while ensuring compliance with relevant regulations and policies.
Stay updated on changes in payroll laws and regulations. Ensure compliance with federal, state, and local payroll regulations and company policies.
Ensure adherence to SLAs (Service Level Agreement) for response and resolution times while adhering to the quality framework standards.
Maintain a high level of customer service and professionalism in all interactions. Demonstrate the confidence and knowledge to bring any queries to a satisfactory and…