Senior Payroll Consultant

Mercans is a global leader in payroll technology and EOR services. Mercans’ global payroll platform, HR Blizz™ enables SMBs and enterprise businesses to manage payrolls across 160 countries. With 20 years of global payroll expertise, Mercans delivers the full spectrum of HR services through a single, secure global platform.

Supported by 1000 in-country payroll and HR consultants with direct, in-depth, local knowledge, we empower businesses with timely, scalable results, bottom-line savings, and military-grade data security (zero security breaches since inception) without intermediaries.

We have earned major multinational companies' trust, helping them expand abroad quickly at reduced operational costs, without the need for them to create local legal entities. We already satisfy 8,000 clients across 160+countries (5,000+ for global payroll only, with an average of 25M+ payslips per annum).

Our proprietary payroll and HRM SaaS products HR Blizz™ and Mesaar™ are self-service tools packed with built-in features. All data are integrated into single interfaces with customizable dashboards accessible on any device. They are compatible with standard HRMS like SuccessFactors, Workday, Oracle HCM, and MS Dynamics.

Job Purpose:

Provides outsourced payroll services to the clients. Manage new accounts assigned to him/her with all aspects of the service delivery to these clients. Acts as the primary point-of-contact (POC) for Mercans and assigned clients during the operational service delivery process:

Job 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 with the applicable service agreements and on a timely basis.

1. Account Management:

• Responsible for all aspects of service delivery to the accounts assigned, 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 clients’ satisfaction rate through personal contact and email analysis.
• Escalate any account management related issues to the appropriate Mercans management team member.
• Participates on regular account management-related meetings/conference calls with the Clients.
• Ensures that any issues that require input or support from other employees of Mercans 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.
• Answer recurring calls with managers providing visibility into issues and advising on improvements to compliance processes.

1. Service Delivery Quality:

• Ensures that payrolls are processed, and services are delivered accurately and promptly for all assigned clients.
• Ensures that accounts are kept up to date with any legislative changes that may occur. Likewise, it ensures that processes are improved in terms of automation if necessary.
• Ensures that all statutory registrations and declarations (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 Mercans 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 Mercans for its Tier 1 partners under the Partner Excellence Program.
• 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, and enforcing adherence to their requirements.
• Ensures that Mercans internal SOPs and statutory regulations summaries are continuously updated and reflect the latest regulations.
• Familiarizes itself with the policies and procedures of Mercans, 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; and participating in professional societies.

Skills Required:

• 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, and Organization.

Minimum Requirements:

• 5+ years of experience in the global payroll industry.
• Must have strong communication skills, and be able to communicate with clients independently.
• Must be able to complete end-to-end payroll calculations for global clients for multiple countries through Excel.
• Bachelor’s degree in accounting/finance/business. administration or related discipline.
• Strong Understanding of payroll-related statutory filings and being able to validate the accuracy of the filings.
• Must have an expert understanding of country specific payroll regulations and payroll-related processes.
• Must have good communication skills.
• Must be be able to work in a client facing role.

#SMART Performance Goals for Senior Consultant:

Handle with 5 payroll clients or take at least 5,00-employee payrolls live in the next 12 months. If the system automation and regulation is in place, the HC can be increased to 1,000+.

Make sure that there is no major client escalations related to the payroll outputs and data accuracy in the next 12 months.

Ensure that monthly SLA with accuracy and timeline can be met above 98% of target rate.

Implement at least 2 improvements in the current results validation processes in the next 6 months

Propose at least 3 process improvement or system enhancement ideas to line manager in the next 12 months.

To enhance the senior capability, at least to have 3 countries’ knowledge from regulation / policy /statutory, which can make the payroll transition smoothly from implementation to BAU across the different department and region.

Skills Required:

• 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, and Organization.

Minimum Requirements:

• 5+ years of experience in the global payroll industry.
• Must have strong communication skills, and be able to communicate with clients independently.
• Must be able to complete end-to-end payroll calculations for global clients for multiple countries through Excel.
• Bachelor’s degree in accounting/finance/business. administration or related discipline.
• Strong Understanding of payroll-related statutory filings and being able to validate the accuracy of the filings.
• Must have an expert understanding of country specific payroll regulations and payroll-related processes.
• Must have good communication skills.
• Must be be able to work in a client facing role.

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