Canada Payroll Specialist II

Job Description

The Canada Payroll Specialist II will be responsible for providing full end‑to‑end payroll processing support for OSV’s Managed Payroll customers. He/she will manage multiple customers with various deadlines in a fast‑paced work environment. This remote position resides within a customer team and, in addition to supporting specific managed customers, will also support all OSV customers across all service levels as determined by the leadership and business requirements.

In addition to day‑to‑day support, Workday payroll configuration and year‑end support are required.

• Act as named Specialist for Managed Payroll and Payroll Administrative customers and support other OSV payroll, tax, and garnishment customers as needed within the service team.
• Manage and respond to cases daily to ensure service level agreements and high client satisfaction levels are met.
• Respond to internal escalated cases from the payroll team and other internal stakeholders.
• Manage the timely resolution of customer issues, including handling customer escalations, performing and documenting Root Cause Analysis, and implementing remedial procedures to close identified gaps.
• Lead scheduled weekly, monthly, and quarterly client calls; participate in new client transition and other service‑area calls as needed, such as Tax.
• Configure basic to medium‑complex Workday pay components, deductions, and run categories to support the year‑end process and possibly assist with special projects.
• Troubleshoot quarter and year‑end audit reports and make recommendations to customers.
• Meet quality and production metrics and scorecards.
• Maintain payroll services support documentation.
• Work extensively with peers and customer teams to collaboratively support customers and resolve requests.

• Excellent critical thinking, consultative, and problem‑solving skills.
• Strong communication skills with an emphasis on outstanding customer service.
• Strong organizational skills with the ability to multi‑task and support multiple customers effectively while being detail‑oriented with good time‑management skills and accuracy.
• Ability to establish and maintain effective working relationships.
• Strong analytical, data entry, and research skills.
• Self‑directed management of workload with the ability to meet tight deadlines and competing demands.
• Excellent problem‑solving and mathematical skills.
• Strong understanding of payroll processes and procedures.
• Exercises independent judgment and a sense of urgency.

• Associate’s degree or higher preferred.
• 3+ years of payroll experience involving end‑to‑end processing, research, payroll logic, and troubleshooting.
• 3+ years of customer experience, or proven skills to operate at this experience level.
• Advanced proficiency with Microsoft Word and Excel.
• Strong understanding of payroll taxes, intermediate payroll configuration, and payroll compliance.
• Multi‑jurisdiction tax, payroll year‑end, and W‑2 support and adjustments experience.
• Strong written and verbal communication skills.

• Experience in an outsourcing environment – payroll or tax.
• Workday and Salesforce programs.