Description
Papaya Global is a rapidly growing, award-winning B2B tech unicorn with a mission to revolutionize the payroll and payments industry. With over $400M raised from top-tier investors, our innovative technology provides a comprehensive solution for managing global workforces, from hiring and onboarding to managing and paying employees in over 160 countries.
The Global Payroll Expert Team Lead is responsible for leading a regional team of Global Payroll Experts to ensure efficient delivery of services to clients and internal stakeholders. This role involves managing resources, ensuring SLAs are met and maintaining high levels of customer satisfaction.
Work with the team to understand client’s regional needs
Represent Papaya in a professional manner internally with your team and externally to clients
Fully understand the features and limitations of Papaya’s entire suite of products, and provide guidance to your team
Coach and develop your team to success, provide feedback to support their growth and development
Act as an escalation point for your team and work internally to resolve issues
Complete team requests independently, using your judgement and problem-solving skills
Navigate internal resources and get answers to your questions, addressing issues end-to-end in a timely manner
Maintaining GDPR compliance at all times and ensuring your team follows the same requirements
Monitor Salesforce cases to support your team in ensuring that SLA’s are met
Monitor your team’s contribution to our internal Knowledge Base to ensure that we are maintaining up to records and are best placed to support our clients
Ensure the team are supporting the Account Managers in order for them to ensure the highest level of customer service is provided.
Ensuring that each case is managed in collaboration with the Account Managers (where needed) and your team until the case is closed
Ensuring that your team understands the importance of maintaining a good health score for each of their projects
Monitor and manage your team to ensure the payroll cycles are managed seamlessly and on time
Assist in training new starters and assigning an ongoing ‘buddy’ for new team members
Day to day tasks include, but are not limited to the following:
Managing escalations that arise
Providing support to each team member, ensuring that each day they are supported, that they are reaching their goals and meeting their growth objectives
Ensuring that the team is maintaining the SLA’s
Weekly 1:1’s with the team members
Weekly 1:1 with Global Head
Weekly call with all the Team Leads within the Global Payroll Team (this may result in being outside of local business hours)
Collaboration with internal stakeholders
Ensuring that the knowledge base is up to date
Inspire the team to achieve company goals
Communicate updates to the team
Provide feedback in relation to team roadblocks any potential escalations
Solve any problems that arise within the team
Mentor and coach the team
Collaborate on projects with the global teams
Requirements
University degree
5+ years payroll experience
Previous experience managing a team
Exceptional communication and presentation skills
Strong team working skills, ability to adapt to a fast-paced, international work environment with a passion for making an impact
Ability to motivate a team and maintain high morale
Ability to coach & develop each team member effectively and consistently
Strong critical thinking, analytical skills with a proactive mind-set
Ability to effectively prioritize tasks and manage time, even under high- pressure situations
Fluency and excellent communication skills in English. Additional languages an advantage.
“Customer-First” attitude and approach to all your day-to-day interactions with your customers and your team