Associate Director, US Payroll Support and Global Payroll Supplier Manager (Hybrid - Rahway, NJ)

Key Responsibilities

US Payroll Support

• Oversee the payroll support function, including the ADP call center and the company’s ServiceNow payroll ticket management process, ensuring the timely and accurate resolution of payroll inquiries and issues for U.S. employees.
• Collaborate with internal teams and external vendors to manage and resolve payroll inquiries and related issues.
• Continuously evaluate and improve payroll support processes to enhance efficiency, accuracy, and the employee experience.
• Lead payroll support teams and maintain the payroll knowledge base to support high-quality service delivery.
• Partner with the ADP Service Center to establish and manage a centralized employee payroll support process.

Process Improvement and Reporting

• Develop reporting frameworks that provide actionable insights into payroll operations and support informed decision-making.
• Leverage artificial intelligence (AI), automation, and advanced analytics to streamline payroll operations, enhance employee support, improve service delivery, and drive continuous process improvement.

Global Payroll Supplier Management

• Partner with payroll vendors, including ADP and regional providers, to ensure high-quality service delivery and compliance with contractual agreements.
• Establish and implement standard guidelines and processes for the selection of global payroll vendors, ensuring alignment with organizational objectives and cost-efficiency goals.
• Implement global payroll standards and service level agreements (SLAs) that define clear expectations for performance, quality, and service delivery.
• Monitor and analyze key performance indicators (KPIs) to evaluate vendor performance and ensure compliance with established SLAs.
• Address vendor performance issues, facilitate effective communication, and drive timely resolution to maintain service excellence.
• Collaborate closely with regional teams to understand vendor performance, business requirements, and ongoing country-specific priorities and needs.
• Execute strategies to consolidate payroll providers across global markets to improve efficiency, reduce costs, and enhance service delivery.

Education

Bachelor’s degree, current pursuit of degree completion, or equivalent relevant work experience.

Required Experience and Skills

• Minimum of 10 years of experience in global payroll and vendor management, with a proven track record of driving performance outcomes. A minimum of 8 years of experience is required with a master’s degree.
• Proficiency with payroll systems, particularly ADP, and familiarity with other global payroll platforms.
• Strong understanding of payroll software, data analytics, and automation tools.
• Demonstrated transformational mindset with extensive experience in process improvement and service delivery optimization.
• Strong focus on service innovation and continuous improvement, combined with intellectual curiosity.
• Experience leading and supporting change management initiatives.
• Proven experience building and managing relationships with strategic vendors and business partners.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively with stakeholders at all levels of the organization.
• Strong analytical and problem-solving skills, including the ability to interpret data and make informed business decisions.
• Ability to thrive in a fast-paced, dynamic environment while managing multiple priorities simultaneously.
• Experience leveraging AI, machine learning, predictive analytics, and workflow automation tools to streamline processes, reduce manual effort, enhance service delivery, and generate actionable business insights.