Responsibilities:
Tier 2 Case Management
-Serve as the escalation point for complex payroll inquiries and case investigation beyond Tier 1 resolution
-Analyze payroll data, identify root-case issues, and coordinate corrective actions across HR, Finance and IT systems
-Manage end-to-end case lifecycle; intake, documentation, investigation, resolution and closure
-Maintain accurate case records in the case management system, ensuring compliance with audit and regulatory requirements
-Produce regular metrics and reports (e.g. case volume, SLA compliance, root-cause trends.)
-Partner with internal stakeholders to develop process improvements and preventative controls
-Provide training and knowledge transfer exchanges with Tier 1 staff on recurring issues and best-practice resolutions
Required Qualifications:
US Citizenship required
Bachelors degree in Business, Finance, Accounting, Human Resources, or related field (or equivalent experience)
Minimum 3 years in payroll processing, case management; at least 1 year handling Tier 2 or high-level payroll issues
Proficiency with payroll systems (SAP ECP a plus!), Strong excel/Power Query abilities
Understanding of federal/state payroll tax regulations (e.g., FICA, IRS, state withholding)
Demonstrated problem-solving skills with data-driven decision making
Excellent written and verbal communication; ability to convey complex issues to non-technical audiences
Demonstrated knowledge of Payroll principles & processes
Desired skills /Competencies:
Certified Payroll Professional (CPP)
Strong SAP Employee Central systems experience
Customer service mindset with a focus on timely, accurate resolution
Strong organizational skills; ability to prioritize multiple cases simultaneously
Collaborative approach - works effectively across functions and levels
Continuous improvement - proposes and implements process enhancements
EEO:
“Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of – Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans.”