Helpdesk Payroll(Bangalore - Work from home)

Job Description

Job Summary: At PwC, our people in managed services focus on a variety of outsourced solutions and support clients across numerous functions. These individuals help organizations streamline their operations, reduce costs, and improve efficiency by managing key processes and functions on their behalf. They are skilled in project management, technology, and process optimization to deliver high-quality services to clients. As Payroll Helpdesk Team Lead at PwC, you will lead a helpdesk answering payroll inquiries for employees across multiple jurisdictions. You will play a crucial role in addressing employee queries accurately and on time, contributing to the overall financial well-being of the organization and supporting employee satisfaction. Examples of the skills, knowledge, and experiences you need to lead and deliver value at this level include but are not limited to: Lead helpdesk team delivering high quality customer service in response to payroll helpdesk inquiries, providing accurate information, and supporting timely resolution of payroll questions and issues Monitor key performance indicators including response and resolution time, customer satisfaction scores, and accuracy rates Identify, design, and execute continuous improvement activities including streamlining processes, reducing errors, and enhancing service quality Ensure any required playbook discrepancies, updates, or corrections are identified via customer inquiries and actioned, and ensure guidebook is up-to-date Maintain strong relationships with internal teams including Payroll Operations, regularly updating them on helpdesk performance and any issues that need addressing, communicating and coordinating with PwC team and client as needed Follow all applicable client and regulatory requirements for data protection and compliance Apply a learning mindset and take ownership for your own development Appreciate diverse perspectives, needs, and feelings of others Adopt habits to sustain high performance and develop your potential Actively listen, ask questions to check understanding, and clearly express ideas Seek, reflect, act on, and give feedback Gather information from a range of sources to analyze facts and discern patterns Commit to understanding how the business works and building commercial awareness Learn and apply professional and technical standards (e.g. refer to specific PwC tax and audit guidance) Uphold the Firm's code of conduct and independence requirements