OUR STORY
Strada is a technology-enabled, people powered company committed to delivering world-class payroll, human capital management, and financial management solutions to organizations globally.With a team of more than 8,000 experts and over 30 years of expertise, Strada blends leading-edge technology with human ingenuity to help businesses across the globe design and deliver at scale. Supporting over 1,400 customers in 33 countries, Strada partners with customers at every stage of their journey, to help drive their vision forward.It’s why we’re so driven to connect passion with purpose. Our team’s experience in human insights and cloud technology gives companies and employees around the world the ability to power confident decisions, for life.With a comprehensive total rewards package, continuing education and training, and tremendous potential with a growing global organization, Strada is the perfect place to put your passion to work.To learn more about us, visit stradaglobal.com
THE ROLE
In this role you have to 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
- 1–2 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
Benefits
We offer programs and plans for a healthy mind, body, wallet and life because it’s important our benefits care for the whole person. Options include a variety of health coverage options, wellbeing and support programs, retirement, vacation and sick leave, maternity, paternity & adoption leave, continuing education and training as well as a number of voluntary benefit options. By applying for a position with Strada, you understand that, should you be made an offer, it will be contingent on your undergoing and successfully completing a background check consistent with Strada’s employment policies. Background checks may include some or all the following based on the nature of the position: SSN/SIN validation, education verification, employment verification, and criminal check, search against global sanctions and government watch lists, credit check, and/or drug test. You will be notified during the hiring process which checks are required by the position.
Our commitment to Diversity and Inclusion
Strada is committed to diversity, equity, and inclusion. We celebrate differences and believe in fostering an environment where everyone feels valued, respected, and supported. We know that diverse teams are stronger, more innovative, and more successful. At Strada, we welcome and embrace all individuals, regardless of their background, and are dedicated to creating a culture that enables every employee to thrive. Join us in building a brighter, more inclusive future.
Diversity Policy Statement
Strada is an Equal Employment Opportunity employer and does not discriminate against anyone based on sex, race, colour, religion, creed, national origin, ancestry, age, physical or mental disability, medical condition, pregnancy, marital or domestic partner status, citizenship, military or veteran status, sexual orientation, gender, gender identity or expression, genetic information, or any other legally protected characteristics or conduct covered by federal, state or local law. In addition, we take affirmative action to employ and advance in the employment of qualified minorities, women, disabled persons, disabled veterans and other covered veterans.Strada provides reasonable accommodations to the known limitations of otherwise qualified employees and applicants for employment with disabilities and sincerely held religious beliefs, practices and observances, unless doing so would result in undue hardship. Applicants for employment may request a reasonable accommodation/modification by contacting his/her recruiter.
Authorization to work in the Employing Country
Applicants for employment in the country in which they are applying (Employing Country) must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the Employing Country and with Strada.Note, this job description does not restrict management's right to assign or reassign duties and responsibilities of this job to other entities; including but not limited to subsidiaries, partners, or purchasers of Strada business units.We offer you a competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization.
Disclaimer
Nothing in this job description restricts management's right to assign or reassign duties and responsibilities of this job to other entities; including but not limited to subsidiaries, partners, or purchasers of Strada business units.
