Service Delivery Manager (Payroll Application Operations & Process Support)

WPP is the creative transformation company. We use the power of creativity to build better futures for our people, planet, clients, and communities.

Working at WPP means being part of a global network of more than 100,000 talented people dedicated to doing extraordinary work for our clients. We operate in over 100 countries, with corporate headquarters in New York, London and Singapore.

WPP is a world leader in marketing services, with deep AI, data and technology capabilities, global presence and unrivalled creative talent. Our clients include many of the biggest companies and advertisers in the world, including approximately 300 of the Fortune Global 500.

Our people are the key to our success. We're committed to fostering a culture of creativity, belonging and continuous learning, attracting and developing the brightest talent, and providing exciting career opportunities that help our people grow. 

Why we're hiring:

WPP is on a global transformation journey, and this is an opportunity to join our People team in support of the NA (North America) Enterprise Payroll platforms and process governance. WPP Reward is about building better futures for our people and recognizing the extraordinary people who make up our business. It is about amplifying the bold, the brave and the determined who inspire and challenge us to think differently every day.

What you'll be doing:

The role of WPP Payroll Application Operations & Process Support is responsible for supporting all aspects ADP Enterprise Payroll application administration includes application configuration, security provisioning, reporting, process optimization, governance, and adoption. The USA based role will be part of the follow-the-sun support model partnering with resources located in India. The incumbent resolves system issues and provides guidance to WPP Operating Company’s Payroll Operations staff. The role is involved in Payroll System stability, support of business events and helping to drive continuous improvement across the payroll function.

This role reports into the Sr Payroll & Benefits Service Delivery Manager.

• Ensures proper functioning of WPP corporate ADP ENTERPRISE (EV6) & WFN payroll systems servicing multiple WPP Operating Company payroll functions and operations.
• Maintains ADP ENTERPRISE (EV6) & WFN setup tables and User Security to ensure accurate processing of employee payrolls.
• Serves as a point of contact for NA Payroll Operations teams, offering guidance and advice. Responds to queries and issues related to the platform or configuration by analyzing the issue to identify the root cause. Solves the issue directly or works with appropriate SMEs/vendors for issue resolution.
• Serves as a point of contact for WPP Corporate Tax for payroll tax related matters.
• Collaborates with internal and external partners & collecting requirements for resolving defects, recommending & implementing enhancements, performing unit and user acceptance testing, and creating change control.
• Point of contact for enterprise-wide Payroll reporting, including developing reports to be used by all users.
• Performs regular data audits and resolving any data integrity issues.
• Reviews and analyzes system functionality and functional processes and provides recommendations for improvements, documenting any implemented changes.
• Participates in new initiatives and project by defining system requirements, testing, and deploying solutions. Ensures there is a match between solutions and organizational system needs.
• Provides user support through documentation, developing and facilitating training, and creating supporting materials.
• Execute technology fixes to mitigate issues or downtime and drive efficacy.
• Supports requests for ad hoc data and report requests.
• Collaborates with offshore India support team to coordinate work in queue and to transition shared work in progress items.

What you'll need:

• A technical understanding of ADP ENTERPRISE (EV6) & Workforce Now payroll applications (experience with these ADP applications and/or PeopleSoft is a plus).
• Experience & understanding of relational database concepts.
• Experience & understanding of ad-hoc database query tools.
• Experience & understanding of payroll regulatory and tax reporting and administration.
• Strong creative, analytical and problem-solving skills required; take a practical approach to solving issues and gaining client agreement.
• Be able to analyze complex problems and to deliver insightful, practical, and sustainable solutions.
• Excellent customer service focus and experience.
• Excellent communication skills, ability to communicate effectively both oral and written with all levels of the organization.
• Ability to handle multiple projects and work in multiple systems simultaneously.
• Ability to respond with flexibility as organizational requirements and systems change.
• A self-starter, ability to work independently while considering how individual contributions factor into team process and accountability.
• Deep understanding of knowledge of payroll concepts, processes, and data.
• Knowledge of HR business processes is a plus.

Who you are:

You’re open: We are inclusive and collaborative; we encourage the free exchange of ideas; we respect and celebrate diverse views. We are open-minded: to new ideas, new partnerships, new ways of working.

You’re optimistic: We believe in the power of creativity, technology and talent to create brighter futures or our people, our clients and our communities. We approach all that we do with confidence: to try the new and to seek the unexpected.

You’re extraordinary: we are stronger together: through collaboration we achieve the amazing. We are creative leaders and pioneers of our industry; we deliver extraordinary every day.

What we'll give you:

Passionate, driven people – We champion a culture of people that do extraordinary work.

Scale and opportunity – We offer the opportunity to create, influence and deliver projects at a scale that is unparalleled in the industry.

Challenging and stimulating work – Unique work and the opportunity to join a group of creative problem solvers. Are you up for the challenge? 

 

 

We believe the best work happens when we're together, fostering creativity, collaboration, and connection. That's why we’ve adopted a hybrid approach, with teams in the office around four days a week. If you require accommodations or flexibility, please discuss this with the hiring team during the interview process.

WPP is an equal opportunity employer and considers applicants for all positions without discrimination or regard to particular characteristics. We are committed to fostering a culture of respect in which everyone feels they belong and has the same opportunities to progress in their careers.

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