U.S. Payroll Team is seeking a detail-oriented and customer-focused Payroll Services Manager to a team who will serve as the primary point of contact for all employee inquiries and issues related to payroll and timekeeping. This role is crucial for ensuring positive employee experience by providing timely, accurate, and confidential support while ensuring compliance with all applicable federal, state, and local wage laws and company policies.

FBS US Payroll team supports various payroll processing & related activities such as help desk support, general ledger account reconciliation, manual journal entry postings, and payroll transactional work. The U.S. Payroll Helpdesk Team, as an example, is responsible for handling all payroll and timekeeping inquiries from both salaried and hourly work force. The inquiries can be from active and non-active Ford employees. 

Key Responsibilities
1)    Lead a team that will serve as the first point of contact for employees regarding payroll matters, including inquiries related to:   Pay and/or pay slips, direct deposit, leaves, timekeeping, deductions, overtime and shift premium, W2s, and taxes. Such queries must be handled timely and accurately.
2)    Able to deep dive and provide analysis when needed for inquiries; all while providing complete resolution.
3)    Whenever requires, and as necessary to reach a solution, coordinate with other functional/operating teams, to investigate and resolve escalated payroll issues.
4)    Identify process improvement opportunities – both from process & system perspective and work with the people leader in order to implement. 
5)    Maintain detailed records of all inquiries and resolutions in the ticketing system. Assist in creating and updating documentation and conducting training for others within the team. 
6)    Provide management, and other key stakeholders metric reporting daily, weekly, and/or monthly, as needed.
7)    Aid team members in reviewing payroll account reconciliations and/or journal entry preparations. 
8)    Review for accuracy, and as a means of control, payroll transactions processed by the team.

Core Responsibilities
1)    Team Leadership: Hire, onboard, and train support representatives on payroll systems, company policies, and federal/state/local tax regulations.
2)    Operational Oversight: Manage daily call center operations, ensuring the team meets Service Level Agreements (SLAs) such as response times and resolution rates.
3)    Escalation Management: Act as a senior resource for complex payroll discrepancies, resolving high-level disputes and technical system issues.
4)    Performance Monitoring: Analyze call data and support metrics to evaluate staff effectiveness and identify areas for process improvement.
5)    Compliance Control: Ensure all interactions and data entries maintain strict confidentiality and adhere to labor laws (e.g., FLSA) and data privacy standards.
6)    Stakeholder Liaison: Coordinate with HR, Finance, and IT departments to align pay cycles with accounting and ensure system integrations run smoothly.

• Bachelor in Accounting, Finance, Business, Management, or other relevant studies. (Master’s Degree is highly desirable!)
• Proficient in English Language (both oral and written).
• 5+ years of payroll 
• Experience with at least 2–3 years in a supervisory or management role.
• Experience in handling employee queries through Customer Relations Management tools.
• Excellent communication skills in English (both oral and written).
• Ability to handle employee queries assertively, independently, satisfactorily. 
• Excellent analytical skills.  
• Computer skills (Microsoft Tools)and basic level of knowledge of SharePoint.  
• Good interpersonal skills – mature in handling complex interactions, & ability to develop a strong connect with work partners on/off location
• Payroll team members work with sensitive employee information, such as salaries, bank account details and tax information. Confidentiality involves protecting personal data, implementing secure data management practices and adhering to privacy regulations. Payroll team members are discreet and professional when communicating and handling such data to protect employee privacy and maintain trust within the organization.
• Basic accounting principles and ability to understand impact to financials. Accounting principles are concepts such as debits, credits, general ledger entries and reconciliation. Payroll team members manage the financial aspects of employee compensation. Knowledge of accounting principles enables payroll specialists to maintain accurate financial records, ensure compliance with accounting standards and provide valuable insights for decision-making.

Ford Motor Company is an Equal Opportunity Employer, as we are committed with a diverse workforce, and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran and basis of disability.