Manager, Payroll Contact Center, Shared Services

 

 

 

Job ID:  519812

CRH's Americas Materials division is the leading integrated supplier of aggregates, asphalt, ready mixed concrete and paving and construction services in North America. Our operations span North America with over 29,000 employees at close to 1,660 locations in 45 US States and 2 Canadian provinces.

 

Job Summary

 

 

We are seeking an experienced Payroll Contact Center Manager to manage and inspire our Payroll shared services team. This role involves overseeing and guiding the contact center operations related to payroll activities, driving continuous improvement, and ensuring compliance with policies and procedures.  This position demands strong leadership, communication, and problem-solving abilities to manage the contact center payroll team, enhance processes, and achieve the highest levels of customer satisfaction and operational efficiency.

 

 

What Shared Services Does

 

 

A Shared Services Center (SSC) centralizes critical business processes, streamlining operations, reducing costs, and delivering consistent quality. By consolidating areas such as finance, procurement, payroll, and reporting, SSC eliminates duplication, frees time for strategic priorities, and fosters efficiency. SSC's primary functions include:

 

• O2C (Order-to-Cash): Manages the customer journey from order to payment, driving smoother revenue processes.
• R2R (Record-to-Report): Enables robust financial reporting and accounting.
• P2P (Procure-to-Pay): Ensures timely vendor payments and strong supplier relationships. Manages the Travel and Expense program.
• Center of Excellence: Drives innovation and continuous improvement.
• Payroll (Hire-to-Retire): Ensures accurate, compliant employee payments.
• Shared Services enables companies to focus on growth and strategic goals while maintaining operational excellence.

 

 

 

Job Responsibilities

 

• Collaborating with existing payroll management team to develop the payroll related contact center scripts and routing; to be continuously reviewed and improved.
• Lead, coach, and develop payroll contact center staff to ensure high‑quality service delivery.
• Monitor workload distribution, call volumes, ticket queues, service levels and staffing needs.
• Address employee inquiries and resolve payroll discrepancies, providing clear and helpful communication.
• Track and analyze contact center performance metrics, identifying areas for improvement and implementing strategies to enhance efficiency and customer satisfaction.
• Foster a culture of accountability, continuous improvement, and employee engagement.
• Ensure accurate documentation, ticket resolution, and tracking of employee interactions.
• Develop and maintain standard operating procedures (SOPs) for the contact center
• Track KPIs (SLAs, response times, first‑contact resolution, error rates) and report metrics to leadership.
• Stay informed about changes in payroll regulations and tax laws, ensuring ongoing compliance.
• Work with other departments, such as HR and Finance, to ensure smooth and efficient payroll processes.
• Identify and implement process improvements to optimize contact center operations and improve the employee experience.
• Identify trends in issues and recommend system enhancements or process reengineering
• Ensure a high standard of customer service, addressing employee concerns and resolving issues effectively.

 

 

Job Requirements

 

 

• Bachelor's degree in Accounting, Finance, Business Administration, HR, or related field preferred.
• Minimum 5 years in a contact center or customer service environment required
• Minimum 2 years prior supervisory or management experience is required
• Experience in payroll administration and knowledge of multi-state payroll regulations preferred
• Excellent written and verbal communication and customer experience skills are mandatory
• Proficiency in payroll syste