Associate

**Join us on a journey of endless possibilities**

At Strada, possibility isn’t just a promise - it’s the foundation of everything we do. We believe in unlocking potential for every colleague, creating a journey of growth, discovery, and impact.

With the support, resources, and opportunities we provide, you’ll build a fulfilling future - working on meaningful projects that span industries and regions, contributing to outcomes that matter.

Strada is a people, payroll, and technology leader simplifying international workforce management. Operating in 180+ countries, we design and deliver people-first solutions powered by cloud-based technology - helping organizations grow and enabling workforces to perform at their best.

**THE ROLE**

In this role you must be liaison to Payroll Partners ensuring they are providing an efficient and effective service in line with the requirements of the Declaration of Service (SOS) and payroll is delivered as expected in line with the client contract and the third-party vendor suppliers´ agreements.
Vendor Management Associate manages simple and complex requests and systems in accordance with the contract and the agreed service level requiring a high level of specialized VPS knowledge & experience.

**RESPONSIBILITIES**
- Own and ensure the day-to-day management of services provided by Payroll Partners for assigned Strada clients, ensuring all controls are met for quality payroll delivery
- Be familiar with the client MSA (Master Service Agreement) and all schedules (e.g., SOW, SLA, Charges Schedule)
- Be familiar with Partner/Third Party Vendor Contracts (SPA, SOW/SOS)
- Ensure compliance with tools and processes for Payroll suppliers to align with Strada Standard Services
- Monitor and manage Payroll Partner performance consistently for assigned Strada clients
- Ensure service alignment between Payroll Partner and all applicable Strada teams post go-live, where contract allows
- Identify and address contract gaps in collaboration with the local team
- Act as the first point of escalation for Payroll Partner and client
- Lead meetings with Payroll Partners as needed for assigned Strada clients
- Ensure tickets and calls are responded to within SLA timescales and to a high standard
- Responsible for SLA reporting and presenting SLA results to client during Monthly Payroll Status Calls
- Manage Root Cause Analysis with accurate details and feasible preventative measures
- Ensure correct use of interfaces between Strada and Payroll suppliers
- Manage client and Partner queries/incidents and follow resolution procedures
- Prioritize work to meet objectives and respond to requests within area of competence
- Escalate complex user requests to top-level experts
- Manage operational incidents, analyse root causes, and implement fixes
- Proactively identify upsell opportunities
- Initiate and manage Change Request processes, aligning client and Partner expectations, and monitor delivery
- Support statutory and year-end reporting as per agreed calendars and KPIs
- Manage year-end activities: payroll calendar creation, system setup, client and Partner approvals
- Perform SOC Controls on time with necessary evidence
- Maintain and update DWIs and the client Solution Workbook to reflect current processes
- Resolve technical/functional issues escalated from team, client, or Partner; ensure proper ticket logging
- Support Strada system maintenance testing
- Highlight deviations from standard scope of service to Service Manager
- Handle sensitive and confidential information appropriately
- Adhere to Strada Security Standards
- Support management in resolving client escalations and document lessons learned
- Provide full support for special care clients and remediation efforts
- Complete time recording accurately and on time
- Build strong relationships with relevant business lines and internal stakeholders
- Conduct VPS process walkthrough calls and monitor payroll delivery during Hypercare
- Participate in assigned projects and contribute to team meetings
- Stay updated with all Strada announcements and communications
- Upskill and coach team members to enable them to fulfil their roles
- Accountable for completing SLA data and validating KPIs from Partners

**REQUIREMENTS**
- 1-2 years’ experience in Payroll, HR operations, or CLIENT service in CLIENT-facing roles
- Experience working in a complex matrix structure
- Understanding of delivery models from a global delivery centre perspective
- Experience with multiple payrolls and HRIS systems
- Outsourced payroll or CLIENT service experience
- Good technical knowledge of payroll and payroll systems
- Strong knowledge of MS Office tools such as Excel, Word, and PowerPoint
- PC literacy - Word and Excel (basic level)
- Good written and verbal communication skills
- Track record of face-to-face, telephone, and written contact with customers
- Ability to identify and mitigate risks
- Ability to collaborate in a team environment and work inde