Provides outsourced payroll implementation services to the clients. Implements new accounts assigned to
them. Acts as the primary point-of-contact (POC) for Mercans and assigned clients during the payroll
services implementation process.
Qualifications / Skills
Minimum Requirements for Candidates
3-5 years of payroll implementation experience for EMEA
Responsible for all aspects of the implementation process for the accounts assigned to him/her, including the accuracy and timeliness of the implementation process.
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 his/her clients’ satisfaction rate through personal contact and annual client satisfaction surveys.
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.
Is responsible for implementing new accounts that have been assigned to her/him in accordance with the new account implementation guidelines
Makes sure that the new accounts are implemented within the provided implementation timeframe and in accordance with the implementation schedules agreed upon with the clients.
Ensures that all service delivery issues, and customization requirements are addressed during the implementation and that any errors or issues uncovered during the test payroll run(s) are investigated thoroughly and addressed properly
Documents all account implementation and/or payroll processing related processes in an accountspecific Standard Operating Procedures (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, enforcing adherence to their requirements.
Familiarizes itself with the policies and procedures of Mercans; e.g. Standard Scope Definition, Account Implementation Checklist, Statutory Regulations Summaries, etc.