Philippines Payroll - Manager Role
Job Description:
o Responsible for delivery of assigned Philippiness Payroll clients through a team of Managers, Team Leads and Processor/QC Teams.
o Be a client’s key stakeholder / partner, empowering the best possible customer experience and high-quality service delivery for assigned clients.
o Ownership for a customer focused payroll delivery team, overseeing customer deliverables, planning and hiring resourcing needs and leading the customer’s service delivery of assigned clients.
o Ensure that services are delivered according to SLA’s; monitor, report and analyse KPI’s regarding service excellence and customer satisfaction.
o Deliver efficient change management, deployment and improvements of payroll technology platform developed internally.
o Build Employee Capability initiatives and ensure team members’ domain and technical competencies are up to date.
o Ensure Employee engagement and retention management of the team members.
o Ensure team is trained in latest regulatory laws & best practices in payroll delivery.
o Ensure change management is adequately factored for time & necessary charge back of cost to the respective cost centres/clients.
Responsibilities:
o Apply process knowledge to eliminate manual processes and reduce overall processing time.
o Produce analytics to improve overall efficiency.
o Ensure End to end payroll processing as per SLA agreed with customers.
o Partner with the client payroll teams & other internal customers to ensure effective processes and issue resolution.
o Adhere to defined service level agreements and statutory requirements, ensuring accurate payroll delivery every month.
o Enable and monitor processes to complete quality checks for accuracy by establishing accuracy standards and ensuring zero errors.
o Review delivery performance and instil a culture of continuous improvement and outstanding customer service.
o Ensure appropriate workload allocation, & sharing of knowledge.
o Seek feedback from customers and respond to any compliments, concerns, complaints.
o Work with the HR and Payroll Service Delivery Manager on opportunities to develop the service offer and identify/pursue additional opportunities to expand the service.
o Build team competency in relevant domains.
o Ensure retention and instil a culture of recognition and rewards for good work.
Competencies:
o Strong people management and leadership skills.
o Genuine interest in contributing to people development.
o Strong Business Acumen.
o Sensitive and alert to customer’s needs and expectations.
o Proactiveness in cooperation with other team members and management.
o Excellent interpersonal, communication and negotiation skills.
o Ability to prioritize, plan and structure the work towards targets.
o Capability to convert issues and requirements into solutions and business opportunities.
o Proficient with MS Office and extremely Tech savvy.
o Thorough knowledge of Payroll process and statutory obligations of Philippines.
o Metrics and outcome focused.
o Exceptional Interpersonal Skills.
o Exceptional Project and program management skills.