Senior Consultant - BAU (Middle East) REF-J01-686

Job Description

Qualifications / Skills

Minimum Requirements for Candidates

• 5+ years of experience in global payroll processing, outsourced payroll services, or payroll consulting.
• Experience in SLA tracking, support ticket management, and service reporting is highly desirable.
• Strong background in multi-country payroll management with a deep understanding of global payroll regulations.
• Bachelor’s degree in Accounting, Finance, Human Resources, Business Administration, or a related field.
• 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.

Expectations for Ideal Candidates

• Professional certifications (e.g., Global Payroll Certification, CPP, CIPP, or IPASS) are highly preferred.
• Statutory Compliance & Automation: Experience in ensuring statutory filings are completed accurately and on time using automated processes.
• Bachelor’s degree in accounting/finance/business administration or related discipline.
• Process Automation & Optimization: Ability to identify inefficiencies, propose solutions, and work with IT teams to drive automation.
• Client Success Management: Expertise in SLA management, client governance, and service delivery excellence.
• Regulatory Knowledge: Up-to-date knowledge of labor laws, statutory contributions, and social security regulations across multiple countries.

Responsibilities

• Manages/balances the workload to ensure accurate and timely service delivery.
• Makes recommendations 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 the clients are invoiced in accordance with the applicable service agreements and on a timely basis.
• 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.
• 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.