Senior Analyst - Service Delivery

Our search for better is changing the lives of our patients. It’s changing the careers of our people too – creating new challenges and opportunities all the time. We're looking for a motivated and passionate individual to join our team to have real impact and bring Forever Caring to life.

 

About Role

This role is located in one of our Convatec Business Services centers in Kuala Lumpur and has been established to provide Payroll Inquiry and Transaction Support to the Convatec enterprise through a global team of delivery experts.

Through our ticket management system, employees, HR and Finance can raise queries or requests to the service delivery team. The identification of correct routing of queries and requests is crucial in conducting RCA and resolving any pay discrepancies, while maintaining compliance through collaboration with the Payroll COE. The primary purpose of Payroll Inquiry Support is to review and resolve queries and requests promptly. By addressing these queries, we maintain employee trust with the critical component of employee engagement, Pay.  Through root cause analysis we ensure further queries and requests are proactively rectified. 

The successful candidate will have the opportunity to contribute to the development, enhancement, and support of our HR Operating Model.

• Handle Tier 2 complex Payroll HR-related issues and elevations from Tier 1 support by providing timely and effective resolutions via ServiceNow and Workday to employees regarding:

a) Missing Hours: Discrepancies in recorded work hours, often caused by manual errors or malfunctioning time tracking systems. 

b) Incorrect Deductions: Queries regarding deductions that do not align with employee expectations, such as taxes, insurance premiums, or retirement contributions.

c) Tax-related Issues: Concerns about tax withholding status, exemptions, or errors in tax calculations. 

d) Discrepancies in Employee Information: Errors or inconsistencies in employee details, such as names, addresses, or bank account information. 

e) Overtime and Leave Calculation: Queries regarding overtime pay calculations and leave balances, ensuring accurate compensation and transparent leave management.

f) Evaluating more complex issues to route to Tier 3 (Payroll COE) as needed

• Monitor payroll ticket queues, conduct daily ticket reviews, and manage escalations to ensure service levels and response times are met.
• Partner with payroll, HR, and business stakeholders to resolve issues, improve processes, and enhance the employee experience.
• Actively supported and contributed to payroll projects, ensuring timely delivery, process efficiency, and compliance with organizational requirements.
• Provide training and support to WFA Tier 1 support to resolve straightforward HR inquiries and issues based on predefined guidelines and knowledge articles.
• Provide feedback on process improvements and contribute to the continuous enhancement of Tier 1 services.
• Support business-as-usual activities pertaining to new hire processing and term processing, successfully passing on information to the CBS Payroll for additions and updates.
• Ensure Allowances and Pay Changes, reported via our ticketing systems, are passed on timely to the CBS Payroll for their Payroll update processing.
• Playing an active role in "Knowledge Management", by reviewing, updating, publishing, retiring, and monitoring the use of published HR information (Local Work Instructions, User Guides, Knowledge Articles etc.) while ensuring compliance with relevant regulations and policies.
• Stay updated on changes in payroll laws and regulations. Ensure compliance with federal, state, and local payroll regulations and company policies.
• Ensure adherence to SLAs (Service Level Agreement) for response and resolution times while adhering to the quality framework standards.
• Maintain a high level of customer service and professionalism in all interactions. Demonstrate the confidence and knowledge to bring any queries to a satisfactory and timely resolution.
• Participate in training sessions and team meetings to stay updated on HR policies, system changes, and best practices.
• Strong relationship management with Convatec colleagues and stakeholders in satisfactory resolution of inquiries and requests.
• Work closely with various stakeholders to gather input, assess needs, and ensure alignment across business units – People Experience Team (Workforce Administration, Rewards & Benefits, Learning & Development, Talent Acquisition), CBS Payroll, PSX team, HR population (People Partners, HRBP) PMO, IT provisioning and access team, Finance T&E team, Managers and Employees.

About You 

To be successful you will: 

• Bachelor’s Degree in Human Resource, Accounting, Finance, Business Administration, or a related field.
• Payroll certification preferred
• Proven experience as a Payroll Analyst, preferably in a global or multi-regional context.
• Strong understanding of payroll processes, laws, and regulations.
• Proficiency in payroll software (e.g., ADP, Workday) and MS Office, especially Excel.
• Excellent analytical and problem-solving skills.
• High attention to detail and accuracy.
• Strong organizational and time management skills.
• Excellent communication and interpersonal skills.
• Ability to handle confidential information with discretion.
• Previous experience using Workday is desirable

Language 

• Fluent English skill

What You’ll Get 

At Convatec we believe in taking care of our people, because they’re the heart of everything we do. As part of our team, you’ll enjoy a range of benefits designed to support your wellbeing, growth, and success.  

 

These include  

• Flexible working arrangements,  

• Ongoing learning and development opportunities 

• Competitive remuneration 

• Access to health and wellbeing programs 

 

Ready to join us? 

At Convatec, we’re pioneering trusted medical solutions to improve the lives we touch. If you’re ready to make a real impact, apply today and help us bring our Forever Caring promise to life.  

 

 

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Beware of scams online or from individuals claiming to represent Convatec

A formal recruitment process is required for all our opportunities prior to any offer of employment. This will include an interview confirmed by an official Convatec email address.

If you receive a suspicious approach over social media, text message, email or phone call about recruitment at Convatec, do not disclose any personal information or pay any fees whatsoever. If you’re unsure, please contact us at [email protected].

Equal opportunities

Convatec provides equal employment opportunities for all current employees and applicants for employment. This policy means that no one will be discriminated against because of race, religion, creed, color, national origin, nationality, citizenship, ancestry, sex, age, marital status, physical or mental disability, affectional or sexual orientation, gender identity, military or veteran status, genetic predisposing characteristics or any other basis prohibited by law.

Notice to Agency and Search Firm Representatives

Convatec is not accepting unsolicited resumes from agencies and/or search firms for this job posting. Resumes submitted to any Convatec employee by a third party agency and/or search firm without a valid written and signed search agreement, will become the sole property of Convatec. No fee will be paid if a candidate is hired for this position as a result of an unsolicited agency or search firm referral. Thank you.

Already a Convatec employee?

If you are an active employee at Convatec, please do not apply here. Go to the Career Worklet on your Workday home page and View "Convatec Internal Career Site - Find Jobs". Thank you!

About Convatec

Pioneering trusted medical solutions to improve the lives we touch:

Convatec is a global medical products and technologies company, focused on solutions for the management of chronic conditions, with leading positions in Advanced Wound Care, Ostomy Care, Continence Care, and Infusion Care. With over 10,000 colleagues, we provide products and services in around 90 countries, united by a promise to be forever caring. Our solutions provide a range of benefits, from infection prevention, treatment for hard to heal wounds, at-risk skin and ulcerated tissue to supporting debilitating conditions, improved patient outcomes and reduced care costs. Convatec's revenues in 2025 were over $2 billion. The company is a constituent of the FTSE 100 Index (LSE:CTEC). To learn more please visit: http://www.convatecgroup.com.