Job description
u.s. Payroll team is seeking a detail‑oriented and customer‑focused payroll services manager to serve as the primary point of contact for all employee inquiries and issues related to payroll and timekeeping. This role is crucial for ensuring a positive employee experience by providing timely, accurate, and confidential support while ensuring compliance with all applicable federal, state, and local wage laws and company policies.
The fbs us payroll team supports various payroll processing and related activities such as help desk support, general ledger account reconciliation, manual journal entry postings, and payroll transactional work. The u.s. Payroll helpdesk team, for example, is responsible for handling all payroll and timekeeping inquiries from both salaried and hourly work forces. The inquiries can come from active and non‑active ford employees.
Key responsibilities
lead a team that serves as the first point of contact for employees regarding payroll matters, including inquiries related to pay slips, direct deposit, leaves, timekeeping, deductions, overtime and shift premium, w2s, and taxes; such queries must be handled timely and accurately.
Deep‑dive and provide analysis when needed for inquiries while providing complete resolution.
Coordinate with other functional and operating teams as necessary to investigate and resolve escalated payroll issues.
Identify process‑improvement opportunities from both process and system perspectives and work with the people leader to implement them.
Maintain detailed records of all inquiries and resolutions in the ticketing system; assist in creating and updating documentation and conducting training for team members.
Provide management and other key stakeholders with metric reporting daily, weekly, and/or monthly as needed.
Aid team members in reviewing payroll account reconciliations and/or journal entry preparations.
Review payroll transactions processed by the team for accuracy as a means of control.
Core responsibilities
team leadership: hire, onboard, and train support representatives on payroll systems, company policies, and federal, state, and local tax regulations.
Operational oversight: manage daily call center operations, ensuring the team meets service level agreements (slas) such as response times and resolution rates.
Escalation management: act as a senior resource for complex payroll discrepancies, resolving high-level disputes and technical system issues.
Performance monitoring: analyze call data and support metrics to evaluate staff effectiveness and identify areas for process improvement.
Compliance control: ensure all interactions and data entries maintain strict confidentiality and adhere to labor laws (e.g., flsa) and data privacy standards.
Stakeholder liaison: coordinate with hr, finance, and it departments to align pay cycles with accounting and ensure system integrations run smoothly.
Qualifications
bachelor’s degree in accounting, finance, business, management, or other relevant studies (master’s degree is highly desirable).
Proficient in english (both oral and written).
5+ years of payroll experience.
At least 2–3 years in a supervisory or management role.
Experience handling employee queries through customer relations management tools.
Excellent communication skills in english (both oral and written).
Ability to handle employee queries assertively, independently, satisfactorily.
Excellent analytical skills.
Computer skills with microsoft office and basic knowledge of sharepoint.
Good interpersonal skills—mature in handling complex interactions and able to develop strong connections with work partners on/off location.
Confidentiality: handle sensitive employee information such as salaries, bank account details, and tax information with professional discretion and adherence to privacy regulations.
Basic accounting principles and ability to understand the impact on financials; knowledge of debits, credits, general ledger entries, and reconciliation supports accurate financial records, compliance, and decision‑making insights.
Ford motor company is an equal opportunity employer. We are committed to a diverse workforce and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, and/or expression, veteran status, or disability.
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