Senior Consultant – Global Payroll Operations

The ideal candidate will have extensive experience in multi-country payroll operations, strong knowledge of international payroll regulations, and the ability to manage complex payroll environments. This position requires a detail-oriented, client-focused professional who thrives in a fast-paced, remote-first setting.at will be handled by this role holder, and the ability to work independently in a remote setting.

Key Responsibilities:

Global Payroll Processing:

• Accurately process payroll across multiple countries, ensuring compliance with local labor laws and tax regulations.
• Manage end-to-end payroll operations, including employee data validation, earnings, deductions, and tax calculations.
• Ensure strict adherence to payroll calendars and turnaround time (TAT) commitments.
• Follow automated system-driven processes to maintain accuracy and eliminate manual errors.
• Verify and reconcile Gross-to-Net (G2N), Bank File, and General Ledger (GL) before payroll release.
• Handle year-end payroll processing, including tax filings, statutory reporting, and compliance audits.

Statutory Compliance & Regulatory Filings

• Ensure that all statutory filings are completed accurately and on time, adhering to country-specific tax and labor regulations.
• Utilize automated processes to enhance accuracy, efficiency, and compliance in statutory reporting.
• Ensure on-time submission of payroll taxes, social security contributions, and other statutory payments.
• Collaborate with compliance teams to stay updated on regulatory changes and implement necessary adjustments.
• Regularly audit statutory filing processes to identify gaps and implement improvements to enhance compliance efficiency

Client Success & Service Scope Management

• Ensure that services delivered and payroll processing activities align with the contractual scope.
• Monitor and prevent scope creep by clearly defining and managing client expectations.
• Ensure no misalignment between scope of services and client expectations, escalating potential gaps as necessary.
• Conduct regular scope reviews with clients to reinforce contractual agreements and avoid unauthorized service extensions.
• Work closely with Account Management and Implementation Teams to validate changes to client requirements and ensure proper documentation.
• Provide transparent communication to clients about services included in the agreement and any additional services that require contractual modifications.

Client Onboarding & Transition from Implementation

• Accept new clients from the Implementation Team following the successful completion of Hypercare.
• Conduct a comprehensive review of all client-related artifacts, including process documentation, system configurations, and service agreements.
• Confirm the completeness and accuracy of all client payroll setup elements before transitioning into regular operations.
• Complete the handover checklist to ensure a smooth transition from implementation to steady-state operations.
• Perform end-to-end payroll testing to validate the accuracy of system configurations, payroll calculations, and statutory compliance settings.
• Identify and address any discrepancies, missing information, or required adjustments before assuming full payroll responsibility.
• Collaborate with the Implementation Team and Client Success Team to ensure a seamless transition and alignment on expectations.

Backup Resource Management & Business Continuity

• Ensure that backup resources are trained and available to support clients during the absence of the primary consultant.
• Maintain comprehensive process documentation to enable seamless transition for backup resources when required.
• Develop and implement a knowledge transfer plan to ensure backup personnel are familiar with client-specific payroll processes.
• Coordinate with internal teams to assign and prepare alternate resources to support payroll operations without service disruption.
• Regularly test and review backup support processes to ensure effectiveness and minimize business continuity risks.

Process Documentation & Change Management

• Maintain and update Standard Operating Procedures (SOPs) in compliance with company documentation requirements.
• Ensure proper documentation of client-specific payroll processes, including wage type catalogs and data dictionaries.
• Ensure all configuration changes to payroll systems follow the company’s change management procedures.
• Document all change requests (CRs) and ensure proper approval and implementation tracking.
• Regularly review and audit payroll documentation to identify gaps, ensure accuracy, and support continuous improvement initiatives.

Process Automation & Optimization

• Identify manual processes and inefficiencies within payroll operations and escalate them to management for review.
• Proactively open support tickets to request automation of repetitive manual tasks and elimination of inefficiencies.
• Work closely with IT and process improvement teams to drive workflow automation and system enhancements.
• Monitor the effectiveness of automation initiatives and recommend further improvements where necessary.
• Continuously assess payroll workflows to enhance efficiency, accuracy, and compliance through process optimization.

Customer Support Ticket Tracking & SLA Compliance

• Track and monitor customer support tickets to ensure timely resolution within established SLAs.
• Escalate and follow up on pending or unresolved tickets to prevent delays in payroll operations.
• Prepare monthly SLA performance reports, analyzing response times, resolution times, and compliance with service agreements.
• Conduct root cause analysis (RCA) when SLAs are not met, identifying recurring issues and recommending corrective actions.
• Work closely with internal support teams to ensure continuous service improvement and alignment with SLA commitments.
• Proactively communicate with clients regarding ticket status, expected resolution timelines, and any escalations.

Skills and Qualifications:

• Global Payroll Expertise: Strong understanding of multi-country payroll processing, tax regulations, and compliance requirements.
• SLA & Customer Support Management: Experience in tracking customer tickets, SLA reporting, and root cause analysis.
• Client Onboarding & Hypercare Transition: Experience in reviewing client artifacts, completing handover checklists, and testing system configuration accuracy.
• Statutory Compliance & Automation: Experience in ensuring statutory filings are completed accurately and on time using automated processes.
• Process Automation & Optimization: Ability to identify inefficiencies, propose solutions, and work with IT teams to drive automation.
• Service Scope & Expectation Management: Experience in ensuring service delivery aligns with contractual agreements and preventing scope creep.
• Backup Resource & Business Continuity Planning: Experience in ensuring alternate resources are trained and available to support payroll operations.
• Process Documentation & Change Management: Experience in maintaining SOPs, wage type catalogs, and payroll configuration documentation.
• Client Success Management: Expertise in SLA management, client governance, and service delivery excellence.
• Analytical Skills: Capability to analyze payroll metrics, identify discrepancies, and drive improvements.
• Regulatory Knowledge: Up-to-date knowledge of labor laws, statutory contributions, and social security regulations across multiple countries.