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Organizations across the globe rely on OneSource Virtual for Workday services, support, optimization, and consulting. We create solutions built on the Workday application that empower customers to become strategic HR organizations, then scales with them as they grow. To date, OneSource Virtual offers HR outsourcing, IT outsourcing, application optimization, and consulting services to 500+ customers that represent more than 35 percent of Workday’s customer base.

Position Summary/Objective

The Managed Payroll Specialist primary responsibilities include full-service payroll processing for UK Payroll customers, customer interaction to solve and/or triage customer-initiated inquiries via the OneSource case management system, roles, and final settlement activities in an outsourcing environment.  The Managed Payroll Specialist is a payroll expert and a client advocate with an ability to think “outside the box” to problem solve for the client.  This role is for a skilled payroll professional who provides a superior customer-facing experience.  

Essential Functions/Duties/Responsibilities

  • Provides outstanding payroll services support
  • Monitor cases daily to ensure Service Level Agreements and high-class client satisfaction levels are being met
  • Manage the timely resolution of customer issues including handling customer escalations, perform and document Root Cause Analysis and implement remedial procedures to close gaps identified
  • Frequent direct customer contact – initiate and maintain client relationships
  • Create and maintain standard operating procedures for UK Payroll Services, liaise with global peers to ensure operational consistency and best practice
  • Attend meetings with payroll management to discuss RCAs, best practices, and project activities
  • Partner with Enablement Team during the go live transition into the operational team
  • Act as main point of contact through payroll deployments and cut over to UK Payroll Services 
  • Liaise with OSV AMS and customer HRIS teams in finding resolution to configuration issues
  • Assist with configuration of pay components and reports necessary for use by the client 
  • Assist with testing as applicable with newly implemented clients
  • Work directly with clients to identify/resolve all payroll processing issues  
  • Work on special projects as assigned by Management
  • Provide the required support to OSV Readiness teams and Deployment partners with new Managed Payroll Service customer implementations
  • Lead Workday release testing in customer preview tenants to identify any potential issues with customer tenant configuration
  • Process end to end UK payroll on specific key accounts when required


OSV Values

  • Ensures sound knowledge of the 10 OSV values
  • Holds oneself accountable to those values in the day to day work they do


  • Willingly works with and consults team members to achieve goals.
  • Actively supports business and team effort, promoting the sharing of good practice and interpersonal relations
  • Willingly offers time, resources, and support to others
  • Commits personally to agreed ways of working and plans, sacrificing personal interests where necessary

Customer Focus

  • Implements plans and builds relationships that enable OSV to be the preferred provider of solutions
  • Builds a team culture that delivers every improving level of service to reduce customer effort
  • Focuses the team on meeting or exceeding agreed service standards

Business Acumen

  • Ensures own knowledge of Workday and OSV systems and processes are up to date and relevant
  • Relates own and team’s actions on the things which help OSV to be effective, respected, and profitable
  • Takes effective, business focused decisions which balance technical and commercial considerations

Planning & Analysis

  • Translates goals into relevant and clear plans for self and others
  • Recognises and responds to change refocusing self and team quickly and effectively to meet new circumstances and priorities
  • Analyses and interprets complex data sets assessing needs and determining action

Problem Solving

  • Responds to problems as challenges, remaining positive and making recommendations regarding solutions and works to achieve agreed solution.
  • Anticipates problems before they emerge and plans to avoid/mitigate associated issues

Influencing Others

  • Fosters and freely participates in an environment which generates and welcomes new and innovative ideas
  • Challenges the way things are done, objectively and constructively for the benefit of the team/function/project.
  • Manages audience effectively to ensure understanding, buy-in or agreement.
  • Aiming for win/win outcomes          

Supervisory Responsibility

This role does not have supervisory responsibilities. 

Qualifications and Experience

  • CIPP Certified Payroll Professional certification required (at time of hire or within 6 months)
  • 3 Years + payroll experience
  • General understanding of HMRC legislative requirements
  • Solid knowledge of UK Payroll end-to-end processing including Year End activity

Preferred Skills

  • Strong customer service skills
  • Ability to maintain professionalism when dealing with challenging customers
  • Detail oriented with strong analytical skills
  • Able to work independently in a team environment
  • Strong written and verbal communication skills
  • Able to build effective working relationships with team members from different functional areas
  • Expert in MS Word & Excel.
  • Workday Certified in UK Payroll

Due to the nature of our business, the customer undertakings we provide, and the sensitive data we manage, we operate detailed background checks for all successful candidates which include a credit reference and basic criminal record check amongst educational and employment checks. Employment decisions will take account of all relevant information, including the background check outcome, in relation to each individual role.

You are encouraged to learn and share ideas when you join the OneSource Virtual team. We reward innovative thinking, fresh perspectives, creative collaboration, and hard work. As an organization experiencing routine strategic growth, we are always on the lookout for intelligent, talented, and forward-thinking professionals to join our team. OSV employees enjoy a values-based culture, upward mobility, and professional development with opportunities of all kinds.