SME - Payroll Specialist

Role Overview

We are seeking a highly analytical and proactive Subject Matter Expert (SME) to strengthen global operations by driving knowledge excellence, process consistency, and continuous improvement across regions.

In this role, you will act as a central knowledge authority—reducing dependency on team leads, enhancing team capability, and ensuring standardized, scalable processes. You will leverage data insights to identify gaps, lead training initiatives, and collaborate cross-functionally to improve operational efficiency and service quality.

This is a high-impact individual contributor role that blends domain expertise, data-driven decision-making, and operational leadership.

5 days WFO

Key Responsibilities

1. Global Knowledge & Process Ownership

- Act as the go-to expert for process and policy-related queries across global teams - Ensure consistency and standardization of workflows across regions - Analyze monthly operational and QA performance data to identify trends and gaps - Recommend and implement scalable, process-driven solutions to reduce recurring issues - Own and continuously improve internal documentation, SOPs, and knowledge repositories

2. Training & Enablement

- Partner with Enablement teams to design and enhance training programs and materials - Conduct onboarding sessions and ongoing training for new and existing team members - Identify knowledge gaps proactively and implement targeted learning interventions - Drive continuous upskilling across teams to improve quality and efficiency

3. Quality Assurance & Continuous Improvement

- Review QA trends and generate actionable insights to improve performance and product understanding - Monitor effectiveness of improvement initiatives and validate measurable outcomes - Introduce scalable improvement frameworks (e.g., query resolution models, knowledge-sharing mechanisms) - Promote a culture of continuous improvement and operational excellence

4. Incident Management

- Act as Incident Commander during high-priority escalations (including night shift coverage as needed) - Coordinate cross-functional stakeholders to ensure timely issue resolution - Provide clear, structured communication during incidents - Maintain detailed documentation and drive post-incident reviews and corrective actions

5. Cross-Functional Collaboration

- Participate in regular cross-functional forums to share insights, trends, and operational challenges - Collaborate with Product, Engineering, QA, and Operations teams to resolve systemic issues - Contribute to workflow enhancements and system improvements - Act as a bridge between operations and supporting functions

Requirements

- 5–8 years of experience in operations, HR advisory, support, or a related domain - Strong understanding of process management, quality assurance, and operational metrics - Proven experience analyzing data and translating insights into actionable improvements - Experience in training, knowledge management, or enablement roles - Strong stakeholder management and cross-functional collaboration skills - Ability to manage high-pressure situations and lead incident response effectively - Excellent written and verbal communication skills - High attention to detail and structured problem-solving ability

Preferred Qualifications

- Experience in Employer of Record (EOR), HR operations, or global support environments - Familiarity with QA frameworks and performance metrics - Experience working with HRIS, CRM, or ticketing tools (e.g., Salesforce, Zendesk, ServiceNow) - Exposure to multi-region or global operations - Experience in process improvement methodologies

Core Competencies

- Subject matter expertise - Data-driven decision making - Process optimization - Training & coaching - Incident leadership - Cross-functional influence - Operational excellence