Manager, Payroll Client Services

Position Overview

Remote is seeking a Manager, Payroll Client Services to join our Payroll team. This role is crucial in providing the best end-to-end customer experience by addressing all potential companies and employees' issues related to Payroll. You will manage and provide direction to a team of Payroll Client Services Specialists, ensuring effective service delivery and continuous improvement.

About Remote

Remote is dedicated to solving the modern organization's biggest challenge: navigating global employment compliantly with ease. We empower businesses of all sizes to recruit, pay, and manage international teams. Our team works asynchronously across six continents, driven by core values and a future-focused work culture. We encourage diversity of talents, experiences, and cultures to build a best-in-class HR platform. If you are energetic, curious, motivated, and ambitious, join us and define the future of work!

What this job can offer you

This is an exciting opportunity to make a personal difference in the global employment space. You will be instrumental in ensuring our clients receive exceptional support for all payroll-related matters.

Requirements

Experience:

• Experience in payroll customer care team management or an equivalent amount of experience.
• Strong experience in a customer-facing role.
• Experience working remotely is considered a plus.

Skills & Attributes:

• Deep understanding of local legislation in one or more countries is a plus.
• Excellent problem-solving abilities with great communication skills.
• Ability to adapt to a fast-paced, international work environment with a passion for making an impact.
• A productivity enthusiast who constantly seeks ways to improve and speed up work.
• Understanding of the need and ideal for working largely asynchronously.
• Fluent in written and spoken English.

Key Responsibilities

• Manage and provide direction to a team of Payroll Client Services Specialists, ensuring effective service delivery and continuous improvement.
• Act as an escalation point of contact for all questions related to employee payroll runs.
• Provide companies and employees support on all Payroll-related questions and address their potential issues.
• Manage complex customer escalations and bring them to resolution.
• Collaborate closely with Customer Experience, Payroll Operations, Benefits, Tax, and Finance teams to provide best-in-class support to our clients and ensure answers are provided within strict SLAs.
• Collaborate with the Payroll leadership team to support the strategic direction and alignment with company goals.
• Contribute to the identification and implementation of opportunities to improve operational efficiency.
• Drive training and development sessions to increase payroll knowledge and improve user experience.
• Manage existing relationships with payroll, accounting, and benefits service providers.
• Maintain up-to-date knowledge and documentation on payroll processes, contributing to FAQs and other learning materials.

Practicals

• Reporting to: Senior Manager, Payroll Client Services
• Direct Reports: 8-10
• Team: Payroll
• Location: APAC
• Start Date: As soon as possible

Remote Compensation Philosophy

Remote's Total Rewards philosophy ensures fair, unbiased compensation and equitable pay, along with competitive benefits in all operating locations. We do not endorse cheap-labor practices and strive to pay above in-location rates, aiming to inspire other companies to support global talent hiring and bring local wealth to developing countries. Our salary bands may appear wide due to our international operations and globally distributed workforce, utilizing geo ranges to maintain competitiveness across various markets while hiring globally.

Salary

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Employment Type

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Location Type

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