Company Overview

Here at UKG, our purpose is people. Our HR, payroll, and workforce management solutions help organizations unlock happier outcomes for all. And our U Krewers, who build those solutions and support our business, are talented, collaborative, and innovative problem-solvers. We strive to create a culture of belonging and an employee experience that empowers our people - both at work and at home. Our benefits show that we care about the whole you, from adoption and surrogacy assistance to tuition reimbursement and wellness programs. Our employee resource groups provide a welcoming place to land, learn, and connect with those who share your passions and interests. What are you waiting for?

Description & Qualifications

Description Job Summary:

• The Team Lead International has the responsibility of managing the day-to-day activities of Mentoring people, monitoring processes, and ensuring technology is leveraged to exceed customer SLAs is required.
• Must actively support process and technology initiatives that will improve the operational performance of the team while delighting customers.
• Must have the ability to manage difficult customer communications and ability to build strong working relationships both internally and externally.
• This position will operate under the direction of the Manager.

Primary/Essential Duties and Key Responsibilities:

• Ensure that all processes are executed appropriately and in a timely manner.
• Operates as the subject matter expert and provide functional direction in all areas for issue resolution.
• Continuously looks for improvements in operational processes and designs and is responsible for implementing those initiatives.
• Optimizes the contribution of the team through coaching and mentoring
• Manage effective internal customer relationships.
• Assist in the work load management and prioritization of day to day duties and projects.
• May assist Manager in evaluating direct reports and may review the evaluations/development plans of others.
• Defines standards and reusable approaches within the Services operations.
• Assist Manager in identifying training needs for new or existing associates.
• Assist Manager in ensuring coverage for Service Teams in the event of unexpected or planned absences.
• Provide leadership sign-of of processing and daily activities f or all Service Lines.
• Serves as first point of escalation for all Service Line issues
• Responsible for monitoring completion of requirements and accountable f or compliance.
• Provide feedback to US team for recurring service calls, business reviews and project debrief for assigned customers.
• Performs other duties as assigned by manager.
• Ensure daily workload and commitments have been completed timely and accurately within established guidelines.
• Actively participate in the resolution of day-to-day issues that arise, including problems with customers, third parties, internal teams and our internal systems as needed.
• We are looking for candidates, who are open to Night shift, flexible to work in shifts as per the business requirements.
• Develop strong relationships with peers and our internal partners.
• Drive the establishment and refinement of the UKG Pro Managed Services methodology and best practices.
• Coordinate, deliver and participate in Team training.

Qualifications Required Qualifications: (Knowledge, Skills and Abilities)

• Served as the subject matter expert in a role for a service provider or corporation. (Payroll, Garnishment, Taxes)
• Ability to lead and influence team members and partners without direct reporting authority.
• Commitment to excellence and high standards
• Excellent written and oral communication skills
• Strong organizational, problem-solving, and analytical skills
• Ability to manage priorities and workflow.
• Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm.
• Acute attention to detail
• Advanced knowledge using the Microsoft Office Suite of software to include Outlook, Word and Excel, including VLOOKUP, formulas, and data analysis.
• Strong interpersonal skills
• Ability to understand and follow written and verbal instructions .
• Ability to collaborate effectively with a diversity of individuals at all organizational levels.
• Proven track record of customer stabilization and subject matter expertise over multiple customers of varying complexity
• Leads by example.
• Strong background in customer service required
• Coordinate multiple tasks simultaneously.

(Experience, Education, Certification, License and Training)
Bachelor or equivalent and five to eight years of related experience, or equivalent combination of
education and experience.

• Preferred Qualifications:
• Advanced knowledge of US and Canadian payroll laws.
• FPC or CPP is a plus.

EEO Statement

Equal Opportunity Employer Ultimate Kronos Group is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive considerations for employment without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status under federal, state, or local anti-discrimination laws.