Senior Executive - HRSS HelpDesk (Salary Helpdesk)

Role Overview:

We are seeking experienced and detail-oriented Payroll Partners to manage payroll-related concerns raised by employees and business stakeholders. This L2 desk position will serve as the escalation point for complex payroll queries, ensuring timely and accurate resolution through effective coordination with internal teams and adherence to process standards.

Role & responsibilities:

• Act as the Level 2 (L2) point of contact for payroll-related queries and escalations from employees and business teams.
• Analyze, troubleshoot, and resolve payroll discrepancies related to payments, deductions, taxes, and statutory components.
• Liaise with internal stakeholders such as HRBPs, Finance, and the Payroll Processing Team to validate data and resolve issues promptly.
• Ensure that all queries are logged, tracked, and resolved within defined service levels (SLAs).
• Provide detailed root cause analysis for recurring concerns and support corrective/preventive action planning.
• Maintain documentation and knowledge base for standard query responses and process updates.
• Partner with the payroll operations team to ensure accuracy and process compliance.
• Support audit requirements and participate in process improvement initiatives aimed at enhancing query resolution efficiency.

Skills & Competencies:

• Strong understanding of end-to-end payroll processes, statutory compliance (PF, ESI, PT, TDS), and salary components.
• Excellent analytical, problem-solving, and troubleshooting skills.
• Strong communication and interpersonal abilities to handle escalations effectively.
• Ability to prioritize, multitask, and work under tight deadlines.
• Proficiency in MS Excel and HR/payroll tools such as Workday.
• Customer-focused mindset with a sense of ownership and urgency.

Qualifications & Experience:

• Bachelors degree in Commerce, HR, Finance, or a related field.
• 36 years of experience in payroll operations or query management, preferably in a shared services or corporate environment.
• Prior experience in handling Level 2 query desks or escalations will be an added advantage.

Key Attributes:

• High attention to detail and process discipline.
• Strong accountability and result orientation.
• Ability to collaborate effectively across teams.
• Integrity and confidentiality in handling sensitive payroll data.