What's The Role
As Payroll Support Advisor you will be responsible for executing business assurance activities and ensuring ongoing SOX/FCM compliance across both global and local processes. You will be involved the execution of local HR processes in accordance with established policies and procedures, ensuring high‑quality data management in Shell People and accurate documentation, while providing ongoing support to employees and line managers.
The role works closely with Americas Payroll Operations in a collaborative team environment to meet payroll and tax processing and reporting deadlines. It also partners with HR Operations and supports special projects as required. This is a full‑time role with set working hours and requires overtime during peak processing periods.
What You'll Be Doing
- Utilize Salesforce to log inquiries, provide updates, generate tickets, and ensure timely resolution and closure
- Manage work‑in‑progress (WIP) cases and proactively communicate status updates to customers
- Maintain end‑to‑end (E2E) ownership and accountability for assigned cases
- Coordinate case handoffs to other HR Operations teams as required to ensure effective resolution
- Build and maintain strong relationships with third‑party service providers
- Ensure adherence to established KPIs and SLAs
- Foster effective partnerships with internal U.S. business stakeholders and external parties, escalating complex issues to Senior Payroll Analysts or Tier 3 teams when necessary
- Liaise with HR Advice, employees, and line managers to resolve inquiries and cases efficiently
- Ensure strict compliance with financial controls and data privacy requirements to mitigate business risk in a high‑value payroll environment
- Contribute to the overall strategy, direction, and continuous improvement of HR Operations
- Demonstrate strong problem‑solving, change management, and communication capabilities
- Effectively manage multiple priorities and competing demands
- Promote a culture of innovation, Enterprise First behaviours, and continuous improvement
- Share best practices, support service improvement initiatives, and enhance service delivery
- Operate effectively in a global, virtual environment, engaging key stakeholders
- Conduct audits, review audit reports, and escalate risks or concerns as appropriate
What You Bring
- With relevant experience in HR Payroll operations
- Willing to work under a fixed‑term contract arrangement
- Strong English communication skills, both written and verbal
- Prior experience in a Shared Services, Business Operations, or HR Payroll Services environment, preferably within a multinational organization, is an advantage
- Proficient in MS Excel, Access, Word, and Outlook, with strong working knowledge of SAP
- Experience in Payroll Accounting with a solid understanding of applicable tax laws and regulations
- Strong analytical, organizational, and time management skills
- Ability to influence stakeholders through effective communication and provide constructive challenge when appropriate
- Capable of handling complex and confidential cases independently, exercising sound judgment with minimal supervision
- Demonstrates an operational excellence mindset, including KPI monitoring and continuous improvement initiatives
- Ability to evaluate, recommend, and implement new or existing processes and controls
- Proven capability to manage multiple international stakeholders and navigate sensitive or challenging discussions
- Able to perform effectively under pressure, prioritize tasks, and deliver high‑quality outputs within deadlines
- Comfortable working in a fast‑paced environment with a diverse range of stakeholders in terms of seniority, location, and function
- Willing to work night shifts aligned to U.S. Payroll operations and observe U.S. holidays
