Why UKG: At UKG, the work you do matters. The code you ship, the decisions you make, and the care you show a customer all add up to real impact. Today, tens of millions of workers start and end their days with our workforce operating platform. Helping people get paid, grow in their careers, and shape the future of their industries. That’s what we do. We never stop learning. We never stop challenging the norm. We push for better, and we celebrate the wins along the way. Here, you’ll get flexibility that’s real, benefits you can count on, and a team that succeeds together. Because at UKG, your work matters—and so do you. Job Description: The Lead Payroll Associate has the responsibility of processing complex payroll, liaison with ICP and clients, managing the day-to-day activities of mentoring people, monitoring processes, and ensuring technology is leveraged to exceed customer SLAs is required. Must actively support process and technology initiatives that will improve the operational performance of the team while delighting customers. Must have the ability to manage difficult customer communications and ability to build strong working relationships both internally and externally. This position will operate under the direction of the Associate Manager. Primary/Essential Duties and Key Responsibilities: • Ensure that all processes are executed appropriately and in a timely manner. • Operates as the subject matter expert and provide functional direction in all areas for issue resolution. • Continuously looks for improvements in operational processes and designs and is responsible for implementing those initiatives. • Optimizes the contribution of the team through coaching and mentoring • Manage effective internal customer relationships. • Assist in the work load management and prioritization of day to day duties and projects. • May assist Manager in evaluating direct reports and may review the evaluations/development plans of others. • Defines standards and reusable approaches within the Services operations. • Assist Manager in identifying training needs for new or existing associates. • Assist Manager in ensuring coverage for Service Teams in the event of unexpected or planned absences. • Provide leadership sign-of of processing and daily activities f or all Service Lines. • Serves as first point of escalation for all Service Line issues • Responsible for monitoring completion of requirements and accountable f or compliance. • Provide feedback to US team for recurring service calls, business reviews and project debrief for assigned customers. • Performs other duties as assigned by manager. • Ensure daily workload and commitments have been completed timely and accurately within established guidelines. • Actively participate in the resolution of day-to-day issues that arise, including problems with customers, third parties, internal teams and our internal systems as needed. • Develop strong relationships with peers and our internal partners. • Drive the establishment and refinement of the UKG Pro Managed Services methodology and best practices. • Coordinate, deliver and participate in Team training. Required Qualifications: • Excellent knowledge in APAC Payroll • Advanced knowledge using the Microsoft Office Suite of software to include Outlook, Word and Excel, including VLOOKUP, formulas, and data analysis. • Good knowledge on macros and VB (visual basic) coding • Served as the subject matter expert in a role for a service provider or corporation. • Ability to lead and influence team members and partners without direct reporting authority. • Commitment to excellence and high standards • Excellent written and oral communication skills • Strong organizational, problem-solving, and analytical skills • Ability to manage priorities and workflow. • Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm. • Acute attention to detail • Strong interpersonal skills • Ability to understand and follow written and verbal instructions. • Ability to collaborate effectively with a diversity of individuals at all organizational levels. • Proven track record of customer stabilization and subject matter expertise over multiple customers of varying complexity • Leads by example. • Strong background in customer service required. • Coordinate multiple tasks simultaneously. Company Overview: UKG is the Workforce Operating Platform that puts workforce understanding to work. With the world's largest collection of workforce insights, and people-first AI, our ability to reveal unseen ways to build trust, amplify productivity, and empower talent, is unmatched. It's this expertise that equips our customers with the intelligence to solve any challenge in any industry — because great organizations know their workforce is their competitive edge. Learn more at ukg.com. UKG is proud to be an equal opportunity employer and is committed to promoting diversity and inclusion in the workplace, including the recruitment process. Disability Accommodation in the Application and Interview Process For individuals with disabilities that need additional assistance at any point in the application and interview process, please email UKGCareers@ukg.com It is the policy of Ultimate Software to promote and assure equal employment opportunity for all current and prospective Peeps without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status entitled to protection under federal, state, or local anti-discrimination laws. This policy governs all matters related to recruitment, advertising, and initial selection of employment. It shall also apply to all other aspects of employment, including, but not limited to, compensation, promotion, demotion, transfer, lay-offs, terminations, leave of absence, and training opportunities.