Robin Jones

Assist clients and other team with reconciliation of PIERs and discrepancies. Perform complex tasks for ROEs, income and deductions setups and more in depth exploration of compliance. Assist other teams with compliance questions. Back up for Auto runs

Worked with other managers to fine tune the new Payroll Support structure. Provided support and guidance to the Payroll Support and Partner Support team leads. Provided instruction and guidance to the Payroll Advisors team. Goals setting and achievement with all team leads and direct reports.

Triaged tickets to ensure they were answered in a timely manner and that all teams were productive. Reviewed and improved metrics for productivity and success.

Worked closely with the year end squad to ensure the beginning of a smooth year end.

Back up for Autoruns in 1.0.

Managed the Onboarding team and worked with them to improve processes and efficiency.

Worked very closely with the Risk and Sales manager to create a smooth and effective onboarding process that utilized all three teams. Goal setting and achievement with the team. Provided guidance and education for payroll processes to the onboarding team so they could learn quickly and use this information to make the client experience seem less.

Worked with several teams for the roll out of 2.0, ensuring everyone was kept up to date.

Created job aides and tools for the teams to use.

Worked closely with the manager of the customer experience team to ensure smooth processes, good communication and roll out of any changes. Worked with the team leads to provide feedback to their teams and quality assurance for improved customer support. Created job aids and training for the customer support team.

Triaged and managed tickets to keep the day to day flowing well. Reviewed all macros, meetings and process changes to ensure service reps had the tools they needed to do their jobs.

Processed Auto runs daily for 1.0

Worked tickets on a daily basis ensuring timely and accurate answers for our clients.

Created training and job aids for the customer support team and assisted the manager with ensuring processes were fine tuned.

Ran auto runs on a daily basis in 1.0

Provided feedback, training and coaching to newer team members.

Worked closely with other teams to polish processes and improve communication.

Regularly updated my own learning/knowledge on best practices regarding payroll as well as reviewing Information provided by the CRA and NPI.