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 quer
📌 Analyst, GBS (Ciudad de México)
🏢 Kraft Heinz
📍 Ciudad de México
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