Adviser – Payroll Concierge

Adviser – Payroll Concierge is responsible for delivering exceptional customer service and timely resolution of various inquiries, while ensuring compliance with policies and guidelines, and actively participating in professional development opportunities. This role involves collaborating with internal stakeholders, escalating complex problems, performing root cause analysis, and proposing sustainable solutions to improve customer satisfaction, as well as maintaining data confidentiality and applying knowledge of HR policies, procedures, and payroll processes.

Operational Experience:

• Having exposure to reviews accurate Payroll Services (including Data Collection, Payroll Preparation, Calculations, Payroll Processing, reporting etc.) monitoring operational performance and results for teams for a period of 2-3 years
• Having exposure to serving as the primary escalation point for complex payroll inquiries, escalations and issues from employees for a period of 2-3 years led the development and implementation of a rigorous compliance and process governance checking process to review payroll transactions against local and global regulations and internal policies for a period of 2-3 years
• Having exposure to conducting regular quality assurance audits to ensure adherence to service standards and provide feedback for continuous improvement for a period of 3 years
• Having exposure to Identifying inefficiencies in current processes and leading initiatives to streamline operations, reducing handling time, and improving service quality for a period of 3 years.
• Having exposure to allocate work to team members to manage payroll volumes and training team members on leveraging payroll systems (For example SAP), it's key features and work arounds over a period of 2 years 
• Having exposure to developing a dashboard to track key performance metrics, analyze trends and identify areas of process improvement or transformation projects (for example, simple process automations through macros) for 1-2 years .

Core Experiences:

• Having exposure to working with more than 4 regions or geographies demonstrating flexibility with timezones, comfort with local regulations, languages etc. for more than 3 years
• Led brainstorming sessions within and across teams to identify possible areas of process, people and technological improvement and develop implementation plans
• Having exposure to establishing productive relationships with stakeholders to gain alignment and support for Contact center initiatives through effective communication (written and verbal) and collaboration.
• Led training sessions to guiding new team members on successfully navigating sensitive interactions in a tactful manner, managing the escalations, and leverage existing query management tools
• Having exposure to managing team dynamics and shift schedules, especially for Business Continuity Planning (for example,  unscheduled needs, rainy days, limited resources, disaster planning etc.) to ensure consistent performance and timely completion
• Having exposure to providing regular performance feedback to team members based on the Performance 6 framework over 1 year

Experience:

70% of learning here comes from real-life and on-the-job experiences, tasks, and problem-solving on the job training: Gain understanding of the entire contact center and ESPS cycle, including handling complex queries, escalations, issue resolution, and collaborating with audit teams, preparing relevant documentation, and addressing audit findings.

Stretch Project:
 Manage a project to optimize team dynamics and shift schedules, tracking performance and adherence to SOPs to evaluate impacts of changes implemented

Exposure: About 20% of learning comes from interactions with other Job Shadowing: Participate in monthly team review discussions led by an experienced team lead, to understand the regular operations being performed, the common challenges faced, and how they are generally handled

Peer Learning:
Connect with peers working with different regions to understand the local level challenges being faced, and how they are handled currently. This knowledge can then be further used to streamline operations as needed with the help of a team lead

Education:

The remaining 10% of learning comes from formal education and structured training programs LinkedIn Training on SAP Platform navigation
Functional Knowledge Sharing Session ILead Skill Development Program (Time Management, Communication, Data Science and Analytics, Problem solving etc.)

Competencies:

• Financial technical excellence
• Driving Business performance
• Digital Finance
• Working Together
• Leadership

About Rio Tinto
 

Rio Tinto is a leading global mining and materials company. We operate in 35 countries where we produce iron ore, copper, aluminium, critical minerals, and other materials needed for the global energy transition and for people, communities, and nations to thrive.
 

We have been mining for 150 years and operate with knowledge built up across generations and continents. Our purpose is finding better ways to provide the materials the world needs – striving for innovation and continuous improvement to produce materials with low emissions and to the right environmental, social and governance standards. But we can’t do it on our own, so we’re focused on creating partnerships to solve problems, create win-win situations and meet opportunities.

Respect and Inclusion

At Rio Tinto, we particularly welcome and encourage applications from Indigenous Peoples, women, the LGBTQIA+ community, mature workers, people with disabilities and people from different cultural backgrounds.

We are committed to an inclusive environment where people feel comfortable to be themselves. We want our people to feel that all voices are heard, all cultures respected and that a variety of perspectives are not only welcome – they are essential to our success. We treat each other fairly and with dignity regardless of race, gender, nationality, ethnic origin, religion, age, sexual orientation or anything else that makes us different.

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