Mercans

DubaiUnited Arab Emirates

Job Purpose: Provides outsourced payroll services to the clients. Manage new and existing accounts with all aspects of the service delivery to these clients. Acts as the primary point-of-contact (POC) for Mercans and assigned clients during the operational service delivery process:Qualifications / SkillsMinimum Requirements for Candidates5+ years of experience in a payroll operations (BAU) role within the global payroll industry.4+ years of experience in statutory filings and being able to validate the accuracy of the filings for the countries assigned to the individual.Must be able to complete end-to-end payroll calculations for global clients in Excel for the countries assigned to the individual.Must have an expert understanding payroll regulations and payroll-related processes for the assigned countries.Must have strong communication skills, and be able to communicate with clients independently.Bachelors degree in accounting/finance/business administration or related discipline.Must have good communication skills.Must be be able to work in a client facing role.Expectations for Ideal CandidatesBachelors degree in accounting/finance/business administration or related discipline.Must have good communication skills.Must be be able to work in a client facing role.ResponsibilitiesManages/balances the workload to ensure accurate and timely service delivery.Makes recommendations to the management on ways to improve the efficiency and quality of the service delivery.Prepares periodic reports to the management with respect to any operational issues encountered and identifies issues that require management actions.Ensures that the clients are invoiced in accordance with the applicable service agreements and on a timely basis.Responsible for all aspects of service delivery to the accounts assigned, including the accuracy and timeliness of the services delivery.Acts as the POC for assigned account for any operational or service delivery issues.Ensures that services are delivered to the clients in accordance with the Standard Services Definition and/or service contract.Ensures that assigned clients service delivery issues are addressed promptly, while maintaining high levels of client satisfaction.Constantly monitors clients satisfaction rate through personal contact and email analysis.Escalate any account management related issues to the appropriate Mercans management team member.Participates on regular account management-related meetings/conference calls with the Clients.Ensures that any issues that require input or support from other employees of Mercans are communicated promptly and clearly to the relevant employees and follows up with the respective employees to ensure that the raised requests are addressed within an agreed-upon timeframe.Makes recommendations to the management for the improvement of clients retention rate and service delivery qualityAnswer recurring calls with managers providing visibility into issues and advising on improvements to compliance processes.Ensures that payrolls are processed, and services are delivered accurately and promptly for all assigned clients.Ensures that accounts are kept up to date with any legislative changes that may occur. Likewise, it ensures that processes are improved in terms of automation if necessary.Ensures that all statutory registrations and declarations (e.g. income tax and social security declarations, starters and leavers registration forms, etc.) are completed and submitted to the respective authorities on time.Identifies any service delivery issues that need to be escalated to the management and/or clients.Monitors the compliance with Mercans internal SOPs.Ensures that services are delivered to assigned clients in accordance with the service delivery standards that exceed the key performance indicators established by Mercans for its Tier 1 partners under the Partner Excellence Program.Ensures compliance with the applicable payroll related statutory rules and regulations (i.e. income tax, social security, etc.) and labor law requirements by studying existing and new legislations, and enforcing adherence to their requirements.Ensures that Mercans internal SOPs and statutory regulations summaries are continuously updated and reflect the latest regulations.Familiarizes itself with the policies and procedures of Mercans, e.g. Standard Scope Definition, Account Implementation Checklist, Statutory Regulations Summaries, etc.Maintains customer confidence and protects operations by keeping information confidential.Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; and participating in professional societies.

The Senior Support Specialist is a key technical leader within the support team, responsible for handling the most complex technical issues, leading critical incident management, mentoring junior specialists, and driving process improvements. This role requires expertise in system architecture, cross-functional collaboration, automation, and a proactive approach to enhancing service quality. The Senior Specialist also plays a pivotal role in optimizing troubleshooting methodologies, knowledge sharing, and process efficiency.Duties and ResponsibilitiesAdvanced Technical Issue Resolution & Root Cause AnalysisTake ownership of critical and high-impact technical issues, ensuring swift resolution and minimal downtime.Perform deep-dive root cause analysis (RCA), collaborating with the Product and Development teams to identify required product improvements and implement long-term solutions.Develop and refine advanced troubleshooting methodologies for recurring and escalated issues.Lead technical war rooms and serve as the final escalation point for unresolved issues.Implement performance monitoring strategies to detect and prevent potential system failures.Incident Management & Escalation LeadershipLead high-priority incident resolution, coordinating cross-functional efforts to mitigate service disruptions.Contact point for the stakeholders.Establish and improve incident escalation processes to ensure seamless communication and resolution.Conduct and oversee post-mortem analysis for major incidents, ensuring corrective actions are implemented.Proactively identify and eliminate operational risks related to system stability and performance.Customer & Stakeholder EngagementAttend critical client calls as needed to provide technical insights, updates, and resolution strategies.Serve as a primary technical contact for key clients, addressing escalated concerns and providing timely updates.Ensure client feedback is documented and incorporated into process improvements.Proactively communicate upcoming potential impacts.Collaborate with internal teams to tailor support solutions based on client needs.Serve as a trusted technical advisor, collaborating with internal and external stakeholders on service improvements.Participate in customer-facing discussions, ensuring technical support aligns with business needs.Drive initiatives to improve customer experience and satisfaction metrics through proactive service enhancements.Ticket resolution or workaround needs to be within SLA.Plan weekly SLA tracking (reports, dashboards, feedback, etc) in case to monitor the progress.Mentorship, Training & Knowledge SharingAct as a technical mentor to junior and mid-level Support Specialists, guiding them in advanced troubleshooting.Design and deliver comprehensive training sessions to upskill the support team in technical best practices.Develop and maintain an internal technical knowledge base, ensuring up-to-date documentation of complex troubleshooting steps and fixes.Foster a culture of continuous learning and knowledge sharing within the team.Utilize AI-driven documentation and knowledgebase to improve support team problem-solving knowledge and timelines. Process Automation & Efficiency ImprovementsIdentify and implement automation opportunities to streamline support workflows and reduce manual interventions.Collaborate with DevOps to deploy self-healing mechanisms and monitoring tools for proactive issue detection.Optimize ticketing and tracking processes to enhance support response times and resolution rates.Utilize AI-driven diagnostic tools to improve root cause identification and troubleshooting efficiency.Collaboration with Development, DevOps, QA & Infrastructure TeamsWork closely with software engineers to provide feedback on common system issues and design improvements.Partner with DevOps and Infrastructure teams to ensure scalability, reliability, and performance optimization.Work closely with Quality Assurance team Assist in defining deployment strategies, ensuring seamless releases with minimal support impact.Advocate for support ability improvements in product development road maps.Education and Experience5+ years of experience in technical support, system analysis, or a related role.Strong expertise in system architecture, networking, and infrastructure troubleshooting.Proven experience handling high-impact incidents and leading escalations.Proficiency in monitoring tools, automation scripting, and system performance analysis.Strong leadership skills with experience in mentoring and training technical teams.Excellent communication skills to collaborate across teams and lead stakeholder discussions.