Job Description

• To deliver a timely, accurate and efficient Commissions administration service for eligible employees and line managers.
• Working alongside our outsourced partners to ensure that Commission governance and approvals are adhered to.
• To provide high quality and consistent advice, support and resolution of queries to internal customers and 3rd parties across the commissions/ reward administration processes in order to maximize customer efficiency, effectiveness and confidence.
• To ensure that reward payments are processed in accordance with policy and procedure within agreed performance levels; payments are calculated accurately and paid on a timely basis in line with company reward schemes. Also to process all variable pay claims within Oracle within a timely manner

KEY ACCOUNTABILITIES

Role Specific Responsibilities

• Ensure all customers receive a quality and professional service within service levels
• Ensure all processes within the commission’s payment team are followed.
• Ensure all reports are issued in a timely manner on a daily basis
• Ensure all pay related deadlines are met and scheduled meetings attended.
• Ensure the resolution of day to day customer service enquiries, issues and complaints, escalating as appropriate
• Effectively manage the number of interim payments made to employees outside of the normal payroll calendar, ensuring compliance with Real time Information reporting guidelines, through great customer conversations.
• Work with the Development and Stakeholder Teams to ensure all processes are fit for purpose.

Resource Management & Capacity Planning

• Assist in reviewing business processes as necessary and support the documentation of process maps, work instructions and “how to” guides in support of “one best way”
• Support, coach and mentor other colleagues

Continuous Improvement

• Re-evaluate working methods and processes as new pay initiatives are introduced and produce revised/new procedures, ensuring training is provided when necessary.
• Take an active and lead role (in close conjunction with the IT Team in the evolution of the Payplan system), constantly striving to enhance the efficiency and effectiveness of the service provided.
• Support the testing of any upgrades/amendments to the Oracle / Payplan software.

Process Management

• Ensure team follow all operational process to ensure control and operational flexibility
• Ensure all corporate policies, standards and agreed functional processes are adhered to by all colleagues, rectifying any non-compliance as appropriate
• Optimizes the use of IT to deliver cost effective and efficient Employee Services processes.

Team Leadership

• Assist in the development of the Pay Services team through coaching and training.

KNOWLEDGE & EXPERIENCE

PREFERRED EDUCATION/ QUALIFICATIONS:

• Previous experience of shared service Centre operations desirable
• Ability to priorities and work effectively under pressure
• Good interpersonal skills/ team player
• Numerate approach and attention to detail is essential
• Must be able to use Excel (advanced level strongly desirable), Word and MS Outlook
• Experienced in Oracle
• Flexible
• Ability to work to tight deadlines
• Honesty & Integrity
• Customer Orientated
• Ability to communicate with others and develop good stakeholder relationships across the company

* Liberty Global is an equal opportunity employer. We embrace diversity and are committed to creating an inclusive environment for our people.

Required Knowledge, Skills, and Abilities

Relationship Management - Ability to build and establish effective relationships in order to be able to communicate effectively around issues / problems. Self-motivated, well-organized, adaptable and resilient. Responds to challenging, priorities with a sense of urgency and pace. Ability to work well under pressure. Ability to display initiative to resolve problems. Organization Skills - Work well in a dynamic environment and solution orientated. Delivery Management - Good understanding of what level of service the Employee Services team deliver. Communication – Excellent verbal communication with an ability to move emotional discussions on to a pragmatic, solution based discussion. Managing stakeholder relationships - Engages stakeholders effectively, resolving issues and understanding needs. Service Improvement - Understanding of process improvement methodologies. Employee Service - Able to make sound decisions based on a broad view of the situation. Able to take a holistic view of the employee journey. Deals with confidential or sensitive issues discreetly. Team working - Be a team player with the ability to motivate and work alongside others and share best practice. Literacy and Numeracy A high level of numeracy and the ability to analyse and interpret data in a high volume environment.