Payroll Support Lead

Posted: 17/09/2024

Closing Date: 19/10/2024

**Job Type**: Permanent - Full Time

Location: Sydney OR Melbourne

Job Category: HR & Recruitment,IT,Other

**Who we are**

Founded in 2002, ELMO Software is the trusted provider of HR technology solutions to 2,000+ mid-sized organisations and more than one million end users across Australia and New Zealand.With a comprehensive suite of ISO-certified solutions that span the full employee lifecycle, ELMO Software is designed to scale as organisations grow. Flexible and configurable, ELMO's one-stop HRIS fits to your specific needs and workflows.Through powerful technology, automation, data and analytics, ELMO Software empowers HR professionals to play an integral role in company decision making.

**Life & Culture...**

At ELMO you will be joining an epic team with the opportunity to make a big impact. We foster an authentic, collaborative, fun working environment and being an ELMOnian means you're part of an amazing team that will push you to grow, support you with challenges and allow you to shine. Some of our benefits include:

- Hybrid work set up
- Paid Parental leave - 12 weeks primary, 6 weeks secondary
- Birthday leave, YOU day each year, as well as connecting people leave (up to 6 weeks working from anywhere)
- Inhouse Learning and Development initiatives
- ELMO Social and Diversity clubs
- Wellbeing initiatives such as boot camp, yoga etc.
- Mental Health/EAP programs
- Flare Benefits (great discounts, novated leasing, salary sacrifice)

**Our values**:

- **Obsess over customers - **Everything we do is designed to positively impact our customers
- **Help others thrive**:

- Be they colleagues, communities or customers, we champion ways to help others thrive
- **Seek out different - **We constantly look to innovate, challenge the status quo and defy barriers
- **Be fearlessly optimistic -** We bring unwavering positivity to any challenge as we know it will drive meaningful change

**Please note: Our internal Talent Acquisition team has got this covered, we're not open to using an agency for this role.**

Reporting to the Support Manager, the Payroll Support Lead assists the support team in managing client escalations and challenging client engagements.

The core role of the Payroll Support Lead includes but is not limited to:

- Lead the support team as both a manager and a senior consultant; mentor, foster, coach, support, motivate, and engage the team to be high performers and reach company and team goals.
- Ensure that all client issues reported via the Help Desk are responded to in-line with ELMO's Service Level Agreement, and are resolved as quickly as practicable.
- Manage technical escalations, rectify issues and liaise with appropriate departments to handle complex issues to provide more effective solutions.
- Ensure effective triage of reported issues to address knowledge gaps, provide workaround solutions (where possible) and remove duplicates.
- Participate in Help Desk support (level 1, 2, and 3).
- Report on system, team, and support activity including common issues, outstanding tickets, and common issue categories.
- Supporting the evolution of ELMO systems by capturing client feedback about potential enhancements and completing UAT for system updates.
- Assist in the development of user guides / training manuals for ELMO systems
- Ensure compliance with ELMO's information security privacy policies and procedures.

**Desired Skills and Experience**:
**Requirements**:

- Undergraduate Qualification (Computer Science, IT, Business Systems disciplines preferred).
- Excellent communication skills (both written and verbal).
- Strong technical capability (preferably within the HR or Payroll technology).
- Basic understanding of HTML, JavaScript, and logic operators.
- The ability to digest technical information and relay this to non-technical people.
- Customer service ethic and focus that are client-driven.
- Dedicated team player, with an ability to work autonomously.
- Performance and solutions-oriented.