Sr. Manager - Payroll Operations & Customer Service

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Job description

Sr. Manager - Payroll Operations & Customer Service
United States - North Carolina - Raleigh

Gilead Sciences, Inc. is a research-based bio-pharmaceutical company that discovers, develops and commercializes innovative medicines in areas of unmet medical need. With each new discovery and investigational drug candidate, we seek to improve the care of patients living with life-threatening diseases around the world. Gilead's therapeutic areas of focus include HIV/AIDS, liver diseases, cancer and inflammation, and serious respiratory and cardiovascular conditions.

Making an impact on a global scale
Inclusion is one of the company's five core values. That's because we know that we are stronger and more innovative at Gilead when we are informed by a diverse set of backgrounds, experiences and points of view. Gilead Sciences is a biopharmaceutical company that discovers, develops and commercializes innovative therapeutics in areas of unmet medical need. The company's mission is to advance the care of patients suffering from life-threatening diseases worldwide.

When you join Gilead, you join our mission to change the world by enabling people to live healthier and more fulfilling lives. Come join a mission-driven bio-pharmaceutical organization that values inclusion and diversity, has a strong portfolio of products, and is constantly

For Current Gilead Employees and Contractors:

Please log onto your Internal Career Site to apply for this job.

At Gilead, we're creating a healthier world for all people. For more than 35 years, we've tackled diseases such as HIV, viral hepatitis, COVID-19 and cancer - working relentlessly to develop therapies that help improve lives and to ensure access to these therapies across the globe. We continue to fight against the world's biggest health challenges, and our mission requires collaboration, determination and a relentless drive to make a difference.

Every member of Gilead's team plays a critical role in the discovery and development of life-changing scientific innovations. Our employees are our greatest asset as we work to achieve our bold ambitions, and we're looking for the next wave of passionate and ambitious people ready to make a direct impact.

We believe every employee deserves a great leader. People Leaders are the cornerstone to the employee experience at Gilead and Kite. As a people leader now or in the future, you are the key driver in evolving our culture and creating an environment where every employee feels included, developed and empowered to fulfil their aspirations. Join Gilead and help create possible, together.

Job Description

Gilead Sciences is a biopharmaceutical company that discovers, develops and commercializes innovative therapeutics in areas of unmet medical need. The company's mission is to advance the care of patients suffering from life-threatening diseases worldwide. Headquartered in Foster City, California, Gilead has operations in North, South and Central America, Europe, Africa, Asia and Australia. Gilead makes it a priority to increase access to its medicines for people who can benefit from them, regardless of where they live or their economic status.

The Senior Manager reports to the Associate Director of Payroll, which is part of the Global Financial Solutions (GFS) Organization. This role is responsible for leading and developing the team that delivers on the execution of payroll processing, tax withholding, compliance, and customer service for U.S. employees. The Senior Manager is expected to be self-motivated, innovative, with proven experience, in supporting a best-in-class payroll operations and service delivery. The role requires leveraging technology to enhance efficiency, maintain quality, ensure compliance, and improve the customer experience. Professionalism and discretion in handling sensitive information are essential.

Office Location: Raleigh, NC

Key Responsibilities:

Operations/Technology/Continuous Improvement:

• Ensure daily operations comply with Company policies for the U.S. payroll for approximately 11,000 employees across multiple states.
• Deliver high-quality customer service using modern technology (e.g., virtual agents), developing self-service content, and enhancing the customer experience.
• Participate in evaluating and implementing new payroll technologies, integrating business partner needs to provide excellent service.
• Support year-end payroll processing/reporting (W-2's).
• Actively drive and lead process improvement initiatives.
• Utilize emerging technology and best practice to increase efficiency and quality of service delivery.
• Support strategic and cross functional projects; ensure project deliverables for Payroll are met.
• Report on performance. Communicate progress and results to leaders, internal business partners, and stakeholders.
• Perform other duties and special projects as assigned.

Compliance:

• Ensure compliance with all federal, state, and local laws and regulations regarding wage payments, tax withholding, garnishments, and employee-elected deductions.
• Execute and deliver payroll processing controls.
• Implement payroll policies, procedures, and practices, maintaining high levels of accuracy and timeliness.
• Maintain and enforce internal controls over financial and business processes within payroll.
• Provide guidance and direction to Payroll colleagues and business partners for various Federal, State, and Local legislations.
• Ensure process integrity, internal and SOX controls, and audit compliance with applicable laws and regulations.

Business Partnering/Customer Engagement:

• Build and maintain credibility with internal/external business partners and employees.
• Develop a network of key resources for consulting on complex issues, interacting and influencing peers at all organizational levels.
• Serve as a trusted advisor and main contact for payroll-related matters with business partners and stakeholders.
• Manage the delivery of excellent customer service, anticipating issues, and developing proactive solutions.
• Ensure service delivery meets agreed KPIs and Service Partnership Agreements
• Accountable for service delivery against agreed and evolving KPI's and Service partnership agreements.
• Collaborate with cross-functional HR, Finance, and international colleagues to improve service delivery quality and pursue global process improvements.

Leadership:

• Lead and manage the Operations & Customer Service team, providing clear direction, guidance, and leadership to ensure team members perform at their best.
• Foster a positive and collaborative team environment, offering oversight, coaching, and counseling to support staff development and enhance team performance.
• Advocate for global standardization and partnership with international colleagues on project initiatives.

Knowledge and Skills:

• Excellent interpersonal skills and the ability to work effectively with multiple cross-functional stakeholders.
• Critical thinking and strong analytical skills, with the ability to use excellent judgment, resolve issues and effective decision making.
• Excellent communications skills: written, verbal, and presentation.
• Proficiency in producing and delivering global process maps, desk-top manuals, and documentation.
• Results Oriented. The ideal candidate will be results-driven and must thrive in a fast-paced, dynamic environment.
• Ability to operate successfully across diverse geographical locations and cultures.
• High level of self-motivation, accountability, leadership, positive attitude, and strong work ethic.

Basic Qualifications:

• High School Degree and Twelve Years Experience OR Associate's Degree and Ten Years Experience OR Bachelor's Degree and Eight Years Experience OR Master's Degree and Six Years Experience OR PhD
• Minimum of 7 years of experience and in-depth knowledge of Payroll Operations best practice.
• Detailed knowledge of Federal and State tax compliance, garnishments, Stock, RSU and Expat payroll.
• Experience with SAP or best practice ERP systems.
• Experience managing a support ticketing system optimal customer experience.
• Proven leadership, people development and training experience.
• Advanced proficiency with Microsoft tools (Excel, Outlook, Word, Visio, PowerPoint). including V-Lookups, Pivot-Tables, Sum Ifs, etc.)

Preferred Qualifications:

• Knowledge of US GAAP and SOX Controls
• CPP certification is strongly preferred
• Proven experience with Workday Payroll
• Experience working in a global Finance organization
• Experience in biotech or pharmaceuticals industry a plus

Gilead Core Values:

• Integrity
• Teamwork
• Excellence
• Accountability
• Inclusion

The salary range for this position is: $139,995.00 - $181,170.00. Gilead considers a variety of factors when determining base compensation, including experience, qualifications, and geographic location. These considerations mean actual compensation will vary. This position may also be eligible for a discretionary annual bonus, discretionary stock-based long-term incentives (eligibility may vary based on role), paid time off, and a benefits package. Benefits include company-sponsored medical, dental, vision, and life insurance plans .

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