Lead Specialist Payroll FinOps

Lead Specialist independently resolves complex payroll exceptions provides day-to-day guidance to Specialists and supports cross-coverage across payroll processes. The role drives issue resolution through advanced troubleshooting and contributes to documentation and process improvements.

Responsible for executing and coordinating assigned payroll activities with 100% accuracy and timeliness. Acts as the first-level escalation point coaches L2 Specialists and partners with SMEs/onshore teams to resolve issues and maintain documentation.

• Process payroll and/or final pay checks accurately and ensure pay is delivered on time following documented procedures and checklists.

• Work pay run audit reports; research and resolve errors/issues before checks are printed or files are transmitted; escalate exceptions as required.

• Monitor payroll mailboxes and ticket queues; respond to requests/forms within the 24-hour SLA; document actions clearly and professionally.

• Apply US payroll policies internal controls and compliance requirements (confidentiality approvals audit trail) during daily execution.

• Support ad-hoc activities and year-end deliverables as assigned; adapt to peak volumes and critical timelines.

• Maintain current understanding of payroll calendar updates and process changes; complete required trainings on time.

Additional responsibilities for this level:

• Serve as first-level escalation point for complex cases and aging tickets; coordinate resolution with partner teams as needed.

• Coach and mentor L2 Specialists on process execution quality and communication; provide onboarding and training support.

• Contribute to SOPs checklists and templates with version control; communicate changes to the team.

• Identify trends from audits and case data; recommend corrective actions and participate in small improvement initiatives.

• Support coverage planning within the sub-team during peaks downtime and year-end timelines.

• Support employee tax setup changes and validations per workflow; ensure changes align to source documentation.

• Assist with tax-related inquiries and ticket triage; resolve routine items and route complex items to SMEs/partners.

• Support year-end activities such as W-2 validations corrections workflows and reprint requests per process.

• Support direct deposit maintenance and reject/return handling per workflow; ensure corrections are completed within required timelines.

• Assist with payroll funding/file checks and basic reconciliations per checklist; escalate discrepancies promptly.

• Log and track ACH rejects reversals and high-risk exceptions to closure.

• Set up and maintain garnishment/levy deductions based on received orders and established decision trees.

• Process routine agency communications and documentation within SLA; maintain required records.

• Support remittance processing and exception handling per controls; escalate complex scenarios.

• Execute standard payroll processing steps (data entry validations adjustments) according to the payroll calendar.

• Run and review assigned audits; correct basic errors and coordinate dependencies with upstream partners.

• Support off-cycle processing requests as directed; ensure documentation and approvals are complete.

• Process final pay checks including PTO/other payouts per state requirements and documented guidance; escalate exceptions promptly.

• Support manual check requests reissues and reversals; ensure approvals and audit trail are complete.

• Respond to final pay inquiries from HR/field teams using templates and policy references.

Reports to: Manager Payroll Operations.

Minimum / Desired Requirements:

• Bachelors degree in Accounting/Business/Human Resources (or equivalent experience).

• 2 years of payroll operations experience with strong understanding of federal and state payroll requirements.

• Proficient in Excel Word and PowerPoint; able to analyze reports and identify trends.

• Strong attention to detail; professional communicator able to handle escalations and stakeholder interactions.

• Demonstrated integrity and confidentiality; commitment to coaching and knowledge sharing.

• Flexibility to work extended hours during critical business timelines.

• FPC/CPP is an advantage; Workday/MyTime knowledge is preferred.