Partner Service Associate

Join us on a journey of endless possibilities

At Strada, possibility isn't just a promise it's the foundation of everything we do. We believe in unlocking potential for every colleague, creating a journey of growth, discovery, and impact.

With the support, resources, and opportunities we provide, you'll build a fulfilling future working on meaningful projects that span industries and regions, contributing to outcomes that matter.

Strada is a people, payroll, and technology leader simplifying international workforce management. Operating in 180+ countries, we design and deliver people-first solutions powered by cloud-based technology helping organizations grow and enabling workforces to perform at their best.

Learn more at www.stradaglobal.com

THE ROLE

In this role you must be liaison to Payroll Partners ensuring they are providing an efficient and effective service in line with the requirements of the Declaration of Service (SOS) and payroll is delivered as expected in line with the client contract and the third-party vendor suppliers agreements.

Vendor Management Associate manages simple and complex requests and systems in accordance with the contract and the agreed service level requiring a high level of specialized VPS knowledge & experience.

RESPONSIBILITIES

Own and ensure the day-to-day management of services provided by Payroll Partners for assigned Strada clients, ensuring all controls are met for quality payroll delivery

Be familiar with the client MSA (Master Service Agreement) and all schedules (e.g., SOW, SLA, Charges Schedule)

Be familiar with Partner/Third Party Vendor Contracts (SPA, SOW/SOS)

Ensure compliance with tools and processes for Payroll suppliers to align with Strada Standard Services

Monitor and manage Payroll Partner performance consistently for assigned Strada clients

Ensure service alignment between Payroll Partner and all applicable Strada teams post go-live, where contract allows

Identify and address contract gaps in collaboration with the local team

Act as the first point of escalation for Payroll Partner and client

Lead meetings with Payroll Partners as needed for assigned Strada clients

Ensure tickets and calls are responded to within SLA timescales and to a high standard

Responsible for SLA reporting and presenting SLA results to client during Monthly Payroll Status Calls

Manage Root Cause Analysis with accurate details and feasible preventative measures

Ensure correct use of interfaces between Strada and Payroll suppliers

Manage client and Partner queries/incidents and follow resolution procedures

Prioritize work to meet objectives and respond to requests within area of competence

Escalate complex user requests to top-level experts

Manage operational incidents, analyse root causes, and implement fixes

Proactively identify upsell opportunities

Initiate and manage Change Request processes, aligning client and Partner expectations, and monitor delivery

Support statutory and year-end reporting as per agreed calendars and KPIs

Manage year-end activities: payroll calendar creation, system setup, client and Partner approvals

Perform SOC Controls on time with necessary evidence

Conduct Knowledge Transfer sessions with client and/or Partner, ensuring understanding and application

Maintain and update DWIs and the client Solution Workbook to reflect current processes

Resolve technical/functional issues escalated from team, client, or Partner; ensure proper ticket logging

Support Strada system maintenance testing

Highlight deviations from standard scope of service to Service Manager

Handle sensitive and confidential information appropriately

Adhere to Strada Security Standards

Support management in resolving client escalations and document lessons learned

Provide full support for special care clients and remediation efforts

Complete time recording accurately and on time

Build strong relationships with relevant business lines and internal stakeholders

Conduct VPS process walkthrough calls and monitor payroll delivery during Hypercare

Participate in assigned projects and contribute to team meetings

Stay updated with all Strada announcements and communications

Upskill and coach team members to enable them to fulfil their roles

Accountable for completing SLA data and validating KPIs from Partners

REQUIREMENTS

12 years experience in Payroll, HR operations, or CLIENT service in CLIENT-facing roles

Experience working in a complex matrix structure

Understanding of delivery models from a global delivery centre perspective

Experience with multiple payrolls and HRIS systems

Outsourced payroll or CLIENT service experience

Good technical knowledge of payroll and payroll systems

Strong knowledge of MS Office tools such as Excel, Word, and PowerPoint

PC literacy Word and Excel (basic level)

Good written and verbal communication skills

Track record of face-to-face, telephone, and written contact with customers

Ability to identify and mitigate risks

Ability to collaborate in a team environment and work independently while following processes

Ability to work with peers in other regions to support a holistic global solution

Flexibility to support a global, fast-paced environment

Attention to detail

Self-motivated with a willingness to learn

Ownership and responsibility with the ability to work under tight deadlines

Ability to perform multiple tasks simultaneously

Good influencing skills, both internally and externally

Academic degree or 3 year diploma in any stream

Education and training essential

DESIRABLE

1-2 years relevant experience administering Payroll or Health & Welfare/Benefits in an HR consulting, HR Outsourcing or Corporate environment.

HRIS knowledge: Workday, SAP, or PeopleSoft knowledge preferred

University degree in Accounting, Human Resources, Business Administration, or equivalent combination of education & experience

Other European language

SKILLS

• Good communication skills
• Commitment to achieve deadlines.
• Learning Attitude

At Strada, our values guide everything we do:

• Anticipate Customer Needs

  We stay ahead of trends so our customers can grow and succeed.

• Own the Outcome

  We take responsibility for delivering excellence and ensuring things get done right.

• Challenge Ourselves to Work Smarter

  We move faster than the world around us to drive change and accomplish more.

• Empower Each Other to Solve Problems

  We tackle challenges head on, ask tough questions, and collaborate to find the best solutions.

• Care About Our Work

  We understand that what we do impacts millions, and we have a responsibility to get it right.

Benefits

At Strada, we support your whole selfoffering a range of benefits for your health, wellbeing, finances, and future. These include health coverage, wellbeing programs, paid leave (vacation, sick, parental), retirement plans, learning opportunities, and more.

All offers are contingent on successful completion of background checks, where permitted by law and as appropriate for the role. These may include identity, education, employment, and in some cases, criminal history verification, checks against global watchlists, credit reports, and/or drug testing. You'll be informed of the specific checks applicable to your role and location during the recruitment process.

Our commitment to Diversity and Inclusion

Strada is dedicated to fostering a diverse, equitable, and inclusive workplace where everyone feels valued and supported. We believe that embracing differences strengthens our teams and drives innovation and success.

Diversity Policy Statement

Strada is an Equal Opportunity Employer and prohibits discrimination based on legally protected characteristics. We provide reasonable accommodations for disabilities and religious practices. Applicants may request reasonable accommodation by contacting their recruiter.

Authorization to work in the Employing Country

To be considered, you must have current and future work authorization in the country where you're applying, without the need for visa sponsorship by Strada.

Please note: This job description does not limit Strada's right to assign or reassign responsibilities, including to subsidiaries, partners, or future business purchasers.