Team Lead, Dayforce Support

Company Description

Raffles Hotels & Resorts
Raffles, at distinguished landmark addresses around the world, is the vibrant heart of its destination, curating experiences that are culturally enriching, intellectually stimulating and always respectful of local communities, heritage and the environment. Its timeless elegance, refined manners and spirit of generosity ensure that every visitor arrives as a guest, leaves as a friend and returns as family.

Fairmont Hotels & Resorts
Join a dynamic team and be part of a network of 90 spectacular properties, and 34 more in the pipeline, in 30 countries around the globe, stretching from the beaches of Hawaii, to the unspoiled national parks of Canada, to the heart of London, to the deserts of the United Arab Emirates. 

Job Description

The Dayforce Support Team Lead provides operational guidance and coordination for the analyst team while ensuring efficient ticket resolution and adherence to support standards. This role serves as the primary escalation point for complex issues and acts as the interim manager in the absence of the Manager, Dayforce Support.

KEY RESPONSIBILITIES:

HCM Support Oversight (75%)

• Act as the primary point of contact for Support Analysts for Dayforce inquiries, facilitate regular touchpoints to monitor workloads, assess team bandwidth, and coordinate resource availability to ensure adequate coverage for late shifts, holidays, and other critical support periods.
• Conduct regular one-on-one meetings with Support Analysts to review workload, discuss ongoing projects, identify capacity constraints, provide coaching and guidance, and ensure team members have the support and bandwidth needed to effectively manage priorities and deliverables.
• Manage the team mailbox and ticket system to ensure service level KPIs are maintained, including ongoing mailbox monitoring, issue triage, workload balancing, and escalation management.
• Accountable for managing and resolving Dayforce support tickets, ensuring issues related to functionality, access, and operations are addressed within established service levels.
• Perform configuration updates including pay policies, entitlements, time entry rules, organizational structure maintenance, job assignments, and critical system parameters.
• Support payroll activities for Canadian and U.S. properties, including payroll commits, year-end processing, earning and deduction code management, and third-party payee administration.
• Develop and maintain support schedules to ensure appropriate analyst coverage during extended business hours, payroll processing periods, statutory holidays, and planned team absences.
• Monitor team workloads, project commitments, and support queue metrics to optimize resource allocation, maintain service standards, and ensure timely response and resolution of inquiries.

User Training & Empowerment (15%)

• Coordinate and deliver virtual and on-site training sessions for HR, Payroll, and support teams by partnering with Support Analysts to identify knowledge gaps, support trends, recurring issues, and key topics for virtual learning sessions.
• Collaborate with property leaders and stakeholders to assess site-specific needs and customize on-site training content to address operational challenges, reinforce best practices, and support business objectives.
• Coordinate annual year-end training activities for Canadian and U.S. properties to ensure payroll, HR, and operational teams are prepared for year-end processes and aligned with regulatory and organizational requirements.
• Supporting the onboarding and professional development of new Support Analysts while promoting the adoption of Gold Standard NCA environment best practices to ensure consistent, high-quality service delivery and operational excellence.
• Develop, maintain, and manage an annual training calendar, ensuring recurring and targeted training sessions are scheduled throughout the year to support new functionality, process changes, and ongoing user education.
• Assist with the development, maintenance, and continuous improvement of training materials, job aids, and standard operating procedures (SOPs) to support consistent processes and knowledge transfer.
• Assess training needs and identify knowledge gaps through support trends, stakeholder feedback, and system enhancements, recommending and delivering targeted learning initiatives by working closely with the Accor HCM Support Manager.
• Partner with key business stakeholders to support organizational readiness activities, including communication, training, and change management efforts related to Dayforce enhancements, releases, and new process implementations.

Project Coordination (10%)

• Coordinate with vendors, hotel administrators, and internal stakeholders to ensure projects, system configurations, and enhancement activities align with organizational standards, business requirements, and established governance processes.
• Support and guide Support Analysts in the development of project plans, including defining timelines, identifying key stakeholders, establishing deliverables, and tracking project milestones to ensure successful execution.
• Review and approve change control documentation, testing evidence, and implementation plans prior to production deployment to ensure compliance with organizational standards and minimize operational risk.
• Coordinate project activities and allocate resources across multiple concurrent projects and configuration initiatives, ensuring priorities are managed effectively, work efforts are not duplicated, and potential conflicts or impacts to the property are mitigated.

Qualifications

• 3-5 years of experience configuring and supporting Dayforce, preferably in a Senior Analyst role.
• Experience supporting multiple Dayforce modules including Workforce Management, HR, Payroll, and Benefits.
• Payroll operations and compliance experience preferred.
• Demonstrated helpdesk or application support experience in a high-volume environment.
• Strong troubleshooting, analytical, and problem-solving skills.
• Experience leading or mentoring team members and acting as an escalation point for complex issues.
• Excellent communication and stakeholder management skills.
• Ability to manage competing priorities while maintaining service level commitments.