Job Title: Senior Payroll / BPO Department/Group: Payroll Outsourcing

Consultant Team
Job Description

Job Purpose:
Provides outsourced payroll services to the clients. Implements new accounts assigned to him/her and
manages all aspects of the service delivery to these clients. Acts as the primary point-of-contact (POC) for
assigned clients during the operational service delivery process.
Duties:
1. Organization:
• Manages/balances his/her own workload to ensure accurate and timely service delivery.
• Makes recommendation to the management on ways to improve the efficiency and quality of the
service delivery.
• Prepares periodic reports to the management with respect to any operational issues encountered
and identifies issues that require management actions.
• Ensures that his/her clients are invoiced in accordance to the applicable service agreements and on
a timely basis.
2. Account Management:
• Responsible for all aspects of service delivery to the accounts assigned to him/her, including the
accuracy and timeliness of the services delivery.
• Acts as the POC for assigned account for any operational or service delivery issues.
• Ensures that services are delivered to the clients in accordance with the Standard Services
Definition and/or service contract.
• Ensures that assigned clients’ service delivery issues are addressed promptly, while maintaining
high levels of client satisfaction.
• Constantly monitors his/her clients’ satisfaction rate through personal contact and annual client
satisfaction surveys.
• Escalate any account management related issues to the appropriate a Company management team
member.
• Participates on regular account management related meetings/conference calls with assigned
Clients.
• Ensures that any issues that require input or support from other employees of the Company are
communicated promptly and clearly to the relevant employees and follows up with the respective
employees to ensure that the raised requests are addressed within an agreed-upon timeframe.
• Makes recommendations to the management for the improvement of clients’ retention rate and
service delivery quality.
3. Service Delivery Quality:
• Is responsible for implementing new accounts that have been assigned to her/him in accordance
with the new account implementation guidelines.
• Makes sure that the new accounts are implemented within the provided implementation
timeframe and in accordance with the implementation schedules agreed upon with the clients.
• Ensures that all service delivery issues and customization requirements are addressed during the
implementation and that any errors or issues uncovered during the test payroll run(s) are
investigated thoroughly and addressed properly.
• Documents all account implementation and/or payroll processing related processes in an account-
specific Standard Operating Procedures (SOPs).
• Ensures that payrolls are processed and services are delivered accurately and in a timely manner for
all clients assigned to him/her.
• Ensures that all statutory registrations and declaration (e.g. income tax and social security
declarations, starters and leavers registration forms, etc.) are completed and submitted to the
respective authorities on time.
• Identifies any service delivery issues that need to be escalated to the management and/or clients.
• Monitors the compliance with the Company’s internal SOPs.
• Ensures that services are delivered to assigned clients in accordance with the service delivery
standards that exceed the key performance indicators established by the Company.
• Ensures compliance with the applicable payroll related statutory rules and regulations (i.e. income
tax, social security, etc.) and labor law requirements by studying existing and new legislations,
enforcing adherence to their requirements.
• Ensures that the Company’s internal SOPs and statutory regulations summaries are continuously
updated and reflect the latest regulations.
• Familiarizes itself with the policies and procedures of the Company; e.g. Standard Scope Definition,
Account Implementation Checklist, Statutory Regulations Summaries, etc.
• Maintains customer confidence and protects operations by keeping information confidential.
• Maintains professional and technical knowledge by attending educational workshops; reviewing
professional publications; establishing personal networks; participating in professional societies.
Skills/Qualifications:
• Analyzing Information, Thoroughness, Attention to Detail, Confidentiality, Reporting Skills,
Reporting Research Results, Time Management, Data Entry Management, General Math Skills,
Financial/Payroll Software, Excel Skills, Verbal Communication, Organization.