Partner Service 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.

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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

• Conduct Knowledge Transfer sessions with client and/or Partner, ensuring understanding and application

• 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 independently while following processes

• Ability to work with peers in other regions to support a holistic global solution

• Flexibility to support a global, fast-paced environment

• Attention to detail

• Self-motivated with a willingness to learn

• Ownership and responsibility with the ability to work under tight deadlines

• Ability to perform multiple tasks simultaneously

• Good influencing skills, both internally and externally

• Academic degree or 3 year diploma in any stream

• Education and training essential

DESIRABLE

• 1-2 years relevant experience administering Payroll or Health & Welfare/Benefits in an HR consulting, HR Outsourcing or Corporate environment.

• HRIS knowledge: Workday, SAP, or PeopleSoft knowledge preferred

• University degree in Accounting, Human Resources, Business Administration, or equivalent combination of education & experience

• Other European language

SKILLS

• Good communication skills
• Commitment to achieve deadlines.
• Learning Attitude

At Strada, our values guide everything we do:

• Anticipate Customer Needs
  – We stay ahead of trends so our customers can grow and succeed.
• Own the Outcome
  – We take responsibility for delivering excellence and ensuring things get done right.
• Challenge Ourselves to Work Smarter
  – We move faster than the world around us to drive change and accomplish more.
• Empower Each Other to Solve Problems
  – We tackle challenges head on, ask tough questions, and collaborate to find the best solutions.
• Care About Our Work
  – We understand that what we do impacts millions, and we have a responsibility to get it right.

Benefits

At Strada, we support your whole self—offering a range of benefits for your health, wellbeing, finances, and future. These include health coverage, wellbeing programs, paid leave (vacation, sick, parental), retirement plans, learning opportunities, and more.

All offers are contingent on successful completion of background checks, where permitted by law and as appropriate for the role. These may include identity, education, employment, and in some cases, criminal history verification, checks against global watchlists, credit reports, and/or drug testing. You'll be informed of the specific checks applicable to your role and location during the recruitment process.

Our commitment to Diversity and Inclusion

Strada is dedicated to fostering a diverse, equitable, and inclusive workplace where everyone feels valued and supported. We believe that embracing differences strengthens our teams and drives innovation and success.

Diversity Policy Statement

Strada is an Equal Opportunity Employer and prohibits discrimination based on legally protected characteristics. We provide reasonable accommodations for disabilities and religious practices. Applicants may request reasonable accommodation by contacting their recruiter.

Authorization to work in the Employing Country

To be considered, you must have current and future work authorization in the country where you're applying, without the need for visa sponsorship by Strada.

Please note: This job description does not limit Strada's right to assign or reassign responsibilities, including to subsidiaries, partners, or future business purchasers.