Mónica Costela

Specialist in Multi-Country Payroll and Benefit Projects Implementations.

- Manage end-to-end projects ensuring successful implementation within scope, timeline, budget and staffing.

- Engage with clients to gather key requirements, facilitate onboarding.

- Provide expert guidance on both technical and payroll-related matters.

- Project Documentation & Oversight

- System Configuration & Interface Management

- Data Migration & Security

- Run the payroll processing systems to ensure timely and accurate processing of payroll transactions.

- Manage three different payroll
accounts simultaneously and teams to improve the quality/performance of the service according to company values.

- Resolve escalations and hypercare topics during payroll cycle.

- Train and performance plan of the new hires. - - - Actively building a strong work
relationship with the client via monthly service review meetings.

- Responsible for the team SLA´s and SOC1 quality control.

• Ensure Tickets and Calls are responded within SLA timescales
• Support Payroll(s) so they are delivered as per the agreed processing calendar(s) and to the agreed KPIs.
• SOC Controls completed on time and with the necessary evidence.
• All
  system issues/defects are reported correctly, and tickets are logged with the necessary details and evidence so Application Services
  and/or Products can investigate.
• Update internal stakeholders, when needed, in a timely and accurate way.
• Participates in projects and
  activities as needed and assigned.

- Manage a team

- Reception and management tasks

- Customer service / manage complains

- Quality control paperwork / daily-night audit

- Daily Cash and Card counting