Supervisor, Payroll Customer Service

Our values start with our people, join a team that values you!

We are the nation’s largest off-price retailer with over 2,000 stores, and a strong track record of success and growth. Our focus has always been bringing our customers a constant stream of high-quality brands and on-trend merchandise at extraordinary savings. All while providing a fun and exciting treasure hunt experience.

As part of our team, you will experience:

Success. Our winning team pursues excellence while learning and evolving
Career growth. We develop industry leading talent because Ross grows when our people grow
Teamwork. We work together to solve the hard problems and find the right solution
Our commitment to Diversity, Equity & Inclusion, and our community. We celebrate the backgrounds, identities, and ideas of those who work and shop with us because our differences make us stronger. We strive to be a positive force in our community.

Our Corporate headquarters are in Dublin, CA, we have 3 buying offices in key markets in New York City, Los Angeles, and Boston, and 8 distribution centers nationwide. With 2023 revenues of $20.4 billion, we are a Fortune 500 company who is committed to providing an inclusive work environment with continuous learning opportunities and development for our teams.

GENERAL PURPOSE:

The Payroll Customer Service Supervisor is responsible for overseeing the daily functions of payroll cases sent to the payroll department using Service Now (SNow) ticketing system ensuring that these cases are distributed by the payroll customer service team to the appropriate payroll coordinators within our service level agreements (SLA). The Payroll Customer Service Supervisor will also oversee the IPS (Immediate Pay) team who process stores final pay to associates who reside in states that require final pay on their last day of work. Responsible for creating and updating their teams process documents, identifying areas of improvement and to ensure departmental goals are met while working closely with the Payroll Production Supervisor.

The base salary range for this role is $75,700 – $113,650. The base salary range is dependent on factors including, but not limited to, experience, skills, qualifications, relevant education, certifications, seniority, and location. The range listed is just one component of the total compensation package for employees. Other rewards vary by position and location.

ESSENTIAL FUNCTIONS:

• Develop, coach and train the PCS and IPS associates to ensure SLA are met and provide guidance on problem solving.

• Monitor the PCS teams SNow cases to ensure as much information is being completed before sending to the payroll coordinators.

• Audit the IPS teams final pay calculations and ensure the funding is being completed within the states compliance laws.

• Confirm the payroll departments mail is being distributed and/or scanned by the PCS team every week to ensure there arent delays in time sensitive requests.

• Work closely with the Payroll Operations Supervisor to ensure the overall payroll team have a seamless workflow

• Develop metrics and service level standards for the PCS and IPS team that meet the needs of the organization while ensuring these function correctly with other Ross business partners.

• Develop and produce reporting to identify areas of opportunity that could improve accuracy of final payments and improve SNow case distribution.

• Maintain the legal litigation holds and releases within Service Now and Outlook

• Assist the Payroll Systems Lead with People Soft testing for routine updates as needed

• Responsible for creating new locations in Smart Compliance (ADP)

• Work with the Payroll Manager on ad hoc reporting and special projects

COMPETENCIES:

People

• Building Effective Teams

• Developing Talent

• Collaboration

Self

• Leading by Example

• Communicates Effectively

• Ensures Accountability and Execution

• Manages Conflict

Business

• Business Acumen

• Plans, Aligns and Prioritizes

• Organizational Agility

With particular emphasis on the following specific position-related competencies:

• Results Driven

• Integrity and Trust

• Peer Relationships & Interpersonal Savvy

• Customer Service

• Critical Thinking

• Problem Solving

QUALIFICATIONS AND SPECIAL SKILLS REQUIRED:

• Bachelors degree, preferably in Business, Finance, or Accounting

• Minimum 5 years general Payroll experience; Experience leading a team or project is a plus

• Strong customer service skills in creating and maintaining relationships with vendors and key partners

• Prior experience with high volume payroll in Retail is highly desired

• Solid judgement skills in identifying issues for escalation to management

• Experience with PeopleSoft, Oracle and ADP

• Must possess strong analytical skills along with intermediate to advanced Excel

PHYSICAL REQUIREMENTS/ADA:

Job requires ability to work in an office environment, primarily on a computer.

Requires sitting, standing, walking, hearing, talking on the telephone, attending in-person meetings, typing, and working with paper/files, etc.

Consistent timeliness and regular attendance.

Vision requirements: Ability to see information in print and/or electronically.

This role requires regular in-office presence, including to engage in in-person team interaction, meetings and collaboration, client support, mentoring, coaching, and/or feedback. However, this role can perform duties effectively using a combination of in-office and remote work.#LI-Hybrid

SUPERVISORY RESPONSIBILITIES:

Coordinator I, Payroll

Coordinator II, Payroll

Coordinator I, Payroll Customer Service

Coordinator II, Payroll Customer Service

DISCLAIMER

This job description is a summary of the primary duties and responsibilities of the job and position. It is not intended to be a comprehensive or all-inclusive listing of duties and responsibilities. Contents are subject to change at managements discretion.

Ross is an equal employment opportunity employer. We consider individuals for employment or promotion according to their skills, abilities and experience. We believe that it is an essential part of the Companys overall commitment to attract, hire and develop a strong, talented and diverse workforce. Ross is committed to complying with all applicable laws prohibiting discrimination based on race, color, religious creed, age, national origin, ancestry, physical, mental or developmental disability, sex (which includes pregnancy, childbirth, breastfeeding and medical conditions related to pregnancy, childbirth or breastfeeding), veteran status, military status, marital or registered domestic partnership status, medical condition (including cancer or genetic characteristics), genetic information, gender, gender identity, gender expression, sexual orientation, as well as any other category protected by federal, state or local laws.