Manager, Payroll Services

RESPONSIBILITIES & TASKS:

• Lead and manage a team of 5 Payroll Offices to deliver Payroll Services for APAC Region covering Malaysia, Singapore, Thailand, Vietnam, Philippine, Australia, Taiwan, Hong Kong
• Ensure proper use of payroll processes and system to deliver accurate and timely payroll while complying to relevant laws and regulations.
• Understand company business direction and constantly review, assess, and refine HRSSC Payroll Services Operating Model to ensure the operating model always synchronizes with the business direction.
• Ensure all defined Payroll Services’ deliverables, KPIs and SLAs are always met.
• Review, assess and manage HRSSC Payroll Services Team’s productivity to ensure team members’ productivity are optimized with the right work-life balance.
• Develop / implement / standardize / enhance / streamline / harmonize payroll processes to enable effective and efficient payroll processing.
• Identify areas of improvements via various channels (example : Monthly Scorecard, Customer Satisfaction Survey, etc), work with HRSSC Service Quality Control, HRIS and vendor(s) to develop and deploy improvements.
• Manage and resolve issue / problem escalations from stakeholders by identifying root-cause, developing resolutions, and deploying resolutions to address the issue / problem escalations.
• Escalate issues / problems that cannot be resolved at operations level to vendor(s)’ Service Relationship Manager to seek for immediate attention and action to resolve. Review resolutions provided by vendor(s) and ensure issues are permanently fixed; else a feasible workaround is developed.
• Ensure vendor(s)’ service performance aligns with contractual obligations, else trigger action plan to improve vendor(s) service performance.
• Manage and resolve contractual disputes / penalties / changes / waiver / with vendor(s)’ Service Relationship Manager.
• Make rational recommendations and decision based on facts and statistics to ensure operational excellence. Escalate matters / issues to higher management for higher level decision making as and when needed.
• Work with HRSSC Service Quality Control to develop and maintain proper payroll related documentations, ensure all information are reviewed, kept up-to-date and always made available.
• Continuously develop, review and update HRSSC Payroll Services Catalogue and Scope Of Work (SOW) to ensure HRSSC Payroll Services are clearly defined at-all-time.
• Attend to ISMS requirements and ensured all ISMS concerns are addressed.
• Review and manage operations and vendor cost, ensure cost is reasonable and meeting organization target.
• Produce and report Payroll Services operations updates to leadership team. Effective communications with all stakeholders including capable of managing communications with senior leadership.
• Lead as Payroll Services Incident Commander in Business Continuity Plan (BCP), review BCP to ensure all scenarios are identified with business continuity procedures. Assess situation and trigger business continuity procedures when critical situations arise.
• Lead and manage the audit exercise triggered by internal and external audit teams.
• Assess, train, coach and develop HRSSC Payroll Services team members to ensure payroll knowledges / skills are retained and improved. Identify talents within HRSSC Payroll Services Team and ensure talents are developed.

KNOWLEDGE & SKILLS REQUIRED:

• Minimum 5 years of experiences in Shared Service Environment with Regional Payroll Services / payroll related areas.
• Those with experience in working in payroll outsourcing model will be added advantages