Job Description

Position Summary:

As the Country X Payroll Agent, you will play a key operational role in supporting payroll activities, ensuring accurate , timely , and compliant payroll processing. Reporting to the Payroll SME, you will be responsible for managing payroll tickets, processing requests, and following up on ageing tickets. Additionally, you will respond to employee queries, contribute to weekly and monthly reporting, and support the broader payroll team in meeting service-level agreements (SLAs) and maintaining performance standards.

Primary Responsibilities:

- Payroll Processing Cycle Support: Participate actively in the payroll processing cycle, ensuring compliance with policies, accuracy in data handling, and efficiency in execution. Support all phases of payroll processing to maintain timely and precise payroll delivery.

- Ticket Processing & Queue Management : Process payroll tickets and manage the ticket queue, ensuring timely and accurate responses. Address standard payroll requests and escalate complex issues as needed.

- Pending/Ageing Tickets Follow-up: Monitor and follow up on ageing tickets, ensuring resolution within defined timelines. Collaborate with team members to prioritize critical requests and reduce backlog.

- Escalation Tickets & Issue Resolution: Handle escalated tickets, working closely with the Payroll SME and Payroll Lead to resolve issues and provide solutions to complex queries.

- Respond to Queries: Serve as a point of contact for employee payroll queries, providing accurate and prompt responses. Maintain a high level of customer service and professionalism in all interactions.

- Daily Huddles & Team Coordination: Participate in daily team huddles to discuss priorities, ticket status, and any pressing issues.



Collaborate with team members to ensure efficient workflow and consistent service delivery.

- Weekly HRBP Connects: Contribute to weekly connects with HR business partners (HRBPs) by providing updates on ticket status, common queries, and areas for improvement in payroll processes.

- Reporting & Documentation: Assist in preparing weekly and monthly reports on ticket volume, resolution times, and key metrics. Maintain records of resolved issues and provide input for process documentation updates.

- Process Compliance & Audit Support: Assist in maintaining process compliance by adhering to established procedures and supporting ad hoc audit requests as required . Contribute to maintaining process trackers to ensure transparency and compliance.

- Customer Centricity: Ensure best in class customer satisfaction through regular feedback analysis and implementation of improvement action plans.

- KHMS: Follow Kraft Heinz Management System program for Payroll operations team, ensuring standards and processes are aligned with KHMS playbook.

Education:

- Bachelor’s degree in Human Resources , Business Administration, or a related field preferred.

- Continuous improvement certification is a plus.

Experience:

- 2-4 years of experience in payroll operations, with a foundational understanding of payroll processes and ticket management.

- Experience with payroll software and HRIS platforms (Workday experience is advantageous ).

- Familiarity with standard payroll regulations and compliance requirements in the specified country.

Location(s)

Mexico City - Antara Tower A - 5th Floor - Local Office

Kraft Heinz is an Equal Opportunity Employer – Underrepresented Ethnic Minority Groups/Women/Veterans/Individuals with Disabilities/Sexual Orientation/Gender Identity and other protected classes .

📌 Analyst, GBS - PBS - Payroll (México)
🏢 Kraft Heinz
📍 México