Customer Service Human Resource

Tanisha C. Lowery

Cell 708-***-****

***********@*****.***

Professional Summary:

Strategic Payroll and Human Resource Management professional with 20 plus years of progressive experience in various industries. Communicates clearly and effectively while operating with a strong sense of urgency. Known for sound judgement, exceptional analytical skills, sound judgement, critical thinking, and creative problem solving. Proven success in leading cross-functional teams, driving operational excellence, improving team efficiencies, and meeting SLAs/ deadlines. Experienced in Employee relations & Engagement, Benefits & Compensation, HR policy and systems, Hiring, and Performance Management.

EXPERIENCE

Head of People Services, US- 04/2023 to 08/2024

HSBC, Chicago, Illinois

Managed Payroll, Payroll Tax, Delivery Services and Benefits Administration for over 6,000 employees in the US

Focused on customer service, while maintaining timely and effective governance and controls

Reviewed processes end-to-end within HR People Services to streamline, simplify and automate them to deliver continuous process improvement, measured by increases in the net promoter score and improved operational metrics

Embedded a framework for the resolution of issues in partnership with the Service Owners, Service Recipients or global contacts, as required

Oversaw services provided by HSBC’s offshore utility and third-party vendors and will collaborate closely with the Global Service Owner (GSO) and market stakeholders

Coached, developed and guided each team member to reach their full potential and maintain a positive and productive team environment

HRIT Manager- 10/2022 to 10/2023

RXO, Chicago, Illinois

Created and fostered partnerships between HR/Payroll/Time & Attendance, technology teams, and vendor partners

Worked with HR/Payroll/Time & Attendance and IT leadership teams to define technical roadmaps and prioritized work queues

Managed the configuration requirements for the HR/Payroll/Time & Attendance systems to meet the business needs while providing best-practice guidance on processes

Provided system design, configuration, customization, integration, testing and support; includes gathering requirements, designing the future state solution, the development objects related to their process scope, as well as supporting testing and post implementation activities

Managed 3rd party delivery (config, development, transports, etc.) and expense controls

Understood interdependencies and complexities of HR/Payroll/Time & Attendance and related activities

Oversaw creation and management of technical environment landscapes

Oversaw integration requirement definition process from functional and technical perspective

Owned technical connectivity requirements related to infrastructure, networking, and data centers as applicable

Senior Payroll & Contact Center Manager- 08/2018 to 10/2022

Navistar, Lisle, Illinois

Managed the payroll and contact center team of 12

Communicated with HR, Benefits, IT, and executive leadership to evaluate organizational needs while building positive partnership and collaboration of existing & upcoming initiatives

Addressed management and complex employee questions regarding policy, procedures, and payroll related issues

Selected, developed, and evaluated personnel to ensure the efficient operation of the function while exercising supervision regarding costs, methods, and staffing

Ensured high level of customer service and drove department production to exceed goals

Monitored team performance to ensure calls volume SLAs are met and screening of calls for accuracy of information and measure of service extended

Met all government reporting requirements for payroll taxes, withholding and employer contributions

Involved in developing, modifying, and executing company policies that affect immediate operations and may also have company-wide effect

Was accountable for budget and policy recommendations, medium-term planning and for the performance and results of multiple related areas

Evaluated current systems and recommends and develops operating efficiency improvements

Audited and signed off on payroll transactions, amendments, and tax filings to ensure accuracy and validate timeliness and that proper procedures were followed

Payroll Manager- 10/2017 to 08/2018

Outcome Health, Chicago, Illinois

Managed full-cycle activities in the Payroll Department processes including semi-monthly payrolls, bonus and commission payments, garnishments, annual W-2s, RIAs, etc.

Played integral role with special projects such as mergers and acquisitions, testing software updates, etc.

Maintained effective working relationship with payroll service providers, perform periodic contract reviews to ensure services and pricing are in line

Managed Payroll Analyst Team and worked effectively with Finance Partners, HR, HRIS, Compensation and IT departments to create efficient processes and streamline procedures

Administered policies and procedures to ensure efficient and accurate transactions; maintain departmental key controls and process narratives for the payroll cycle

Responded to internal and external audit requests and identify areas of risk and act to mitigate risk

Reconciled monthly, quarterly, and year-end payroll taxes and related tax filing reports including 941s, W2s, and payroll tax adjustments

In conjunction with Payroll Tax Service Provider ensured accuracy and timeliness of federal, multi-state and multi-jurisdiction withholding tax payments, deposits, and tax returns

Executed the monthly and quarterly close process related to payroll tax filings in collaboration with service provider and functional leads

Payroll Manager- 12/2016 to 09/2017

Tetra Pak Inc. Vernon Hills, Illinois

Managed and developed the US and Mexico payroll team of 7 ensuring all operational Key Performance Indicators were met

Ensured payroll processes are delivered accurately and timely in alignment with statutory requirements and company policies

Continuously reviewed payroll, benefits and tax processed in area of responsibility and implements changes as required to ensure efficient and best practice processes

Managed relationships with external payroll/benefit vendors and insurance brokers ensuring consistent and quality delivery of services

Supported the Reward Manager and collaborated with the Reward and/or Master Data teams in the implementation of global initiatives

Supported and/or responded to escalated employee inquiries received through HR Direct related to payroll and local benefits

Senior Payroll Specialist- 12/2014 to 12/2016

Here, Chicago, Illinois

Managed all aspects of the Canadian payroll, including establishing appropriate checks and balances to ensure payroll compliance and accuracy

Reviewed US multi-state payroll for 2000+ employees on a bi-weekly basis for accuracy prior to transmission and performed detailed testing to ensure that implemented software functioned correctly

Determined payroll liabilities by approving the calculation of employee federal and state income and social security taxes, and employer's social security, unemployment, and Worker’s Compensation payments

Prepared and uploads GL, Accruals and JE entries

Collaborated with ADP to ensure appropriate Canada taxes (federal and provincial) are reported

Maintained payroll guidelines by writing and updating policies and procedures

Critically reviewed and analyzed payroll, benefits and tax procedures then recommended and implemented changes which lead to best-practice operations

Managed regular preparation of relevant management reports, including weekly, monthly, quarterly, and year-end reports (gross payroll, hours worked, vacation accrual, tax deductions, benefit deductions, etc.)

Assisted with the monitoring of the company wage and salary structure and the variable pay systems within the company including bonuses and raises

Senior Payroll Analyst- 11/2013-09/2014

Heidrick and Struggles, Chicago, Illinois

Managed and administered payrolls for the Americas region including Canada and Latin America including all vendor change and/or implementation activities for the region

Resolved complex issues regarding federal and state taxable income to ensure federal and state taxable income and ensure federal and state wage and hour compliance

Lead and managed regional process for annual compensation cycle activities (merit, bonuses, etc.)

Identified and implemented continuous process and quality improvement including process organizations initiatives

Oversaw the monthly reconciliation of all payroll accounts and general ledger posting of payroll journal entry

Partnered with Benefits team to ensure accuracy for any vendor transitions, annual open enrollment processes, etc.

Ensured accuracy and compliance with all SOX requirements and requests; ensured all documentation was up to date

Provided business process expertise by understanding business direction and concerns and assisted to design new processes to support the deployment

Payroll Tax Analyst (Contractor), 09/2013-11/2013

Exelon (Modis), Chicago, Illinois

Responded to employees, department members, and management to identify issues and achieve timely resolutions to questions or concerns regarding payroll taxes

Researched and respond to tax notices in a timely and concise manner to mitigate interest and penalty expenses

Was responsible for the relationship with outsourced tax provider to ensure timely responses to inquiries or issues that arise during the processing of periodic, quarterly and annual file submissions

Worked with State, Local, & Federal agencies to register and close accounts for withholding, local, and unemployment tax reporting

Assisted with implementation and delivery of internal withholding procedures and process associated with withholding changes

Generated payroll queries need for the month & quarter end

Worked on year-end activities and special projects (PA 32 Act, Taxation on Travel, etc.)

Payroll Specialist, 11/2011-03/2013

Pivot Point International, Evanston, Illinois

Managed and performed multi-state payroll for 200 employees

Processed new hires, terminations, status changes, merit increases, tax deductions, direct deposit, bonus, and commission payments

Processed 401K deferrals, catch-up contributions, loan schedules, manual loan payments, transmission of employee contributions to 401K carrier, while verifying accuracy of participant information and answers employee benefit questions

Calculated and processed benefit accruals, FMLA payments, garnishments, levies, and company loans

Prepared final year end payroll to capture fringe benefits, auto reimbursement, third party sick pay, group term life, and relocation

Reconciled and audited monthly benefit statements and coordinates timely payment with vendors

Prepared annual EEO-1 reporting and compiled 401K Non-Discrimination testing data

Worked with payroll vendor and State agencies to resolve outstanding withholding tax issues

Managed benefits for commuter benefits and Health Saving Accounts and data for open enrollment such as premium changes and updated employee profiles

Payroll Manager, 11/2007- 08/2011

R.J. O’Brien & Associates, Chicago, Illinois

Processed monthly UK & US semi-monthly and commission (multistate) payroll for 3 entities while overseeing the Canadian payroll process

Reviewed and input all payroll data into the system (deductions, garnishments, loans, pay increases, etc.)

Primary contact for benefit plans for employees and vendors

Oversaw 401K Administration (enrollments, roll overs, true ups, non-discrimination testing, matches, etc.) & Administered FMLA and STD process

Created and documented payroll procedures; led payroll conversions and implementations

Setup of mergers and acquisitions (banking accounts, FEIN, state accounts, etc.) and general ledger and P & L review uploads

Provided ad hoc reporting for annual reviews, discretionary bonuses, and departmental budgets (i.e., senior management)

Performed all payroll related needs (tax filings, year-end reporting, W-2s, adjustment payrolls, system purges, and vendor price negotiations) and performed required audits (Worker’s Compensation, KPMG, etc.)

Payroll Applications: SAP, PeopleSoft 9.2, UltiPro, Paycom, ADP Payroll (PCPW, Streamline, WFN & Pay Expert), ADP Pay-At-Work, Ceridian 8.49, Paylocity, Platform One and Celergo (Payroll Aggregator)

Time Keeping Applications: Kronos, EZ Labor Management, Soft Time, Web time, PeopleSoft Time & Labor

Other Applications: PeopleSoft Financials, Ceridian Tax, Cash Pro, HSBC net, Sun, Vision 5.1, Great Plains, Remini Tax, Remedy, Right Fax, SharePoint, and Report Smith 3.1, Lotus notes, and proficient in Microsoft Office.

EDUCATION

MBA, Business Administration

Masters in Human Resource Management

Keller Graduate School of Management, Chicago, IL

B.A., Political Science

Eastern Illinois University, Charleston, IL

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