Subject Matter Expert & Customer Success Specialist - Thailand REF-J01-492

Job Description

Qualifications / Skills

Minimum Requirements for Candidates

• 7+ years of country-specific experience in the payroll outsourcing industry.
• 5+ years of experience with country-specific statutory filings and compliance activities.
• Able to perform country-specific gross-to-net calculations in Excel without external support.
• Able to describe and document end-to-end payroll processing and statutory compliance activities for the country.
• Able to communicate fluently in writing and verbally complex country-specific payroll concepts in English.

Expectations for Ideal Candidates

• Bachelor’s degree or diploma in accounting/finance/business administration/IT/HR or related discipline
• Proficiency in English is required. Additional language skills are a plus.

Responsibilities

• Collect, analyze and document all relevant statutory information for the country, using Mercans’ standard documentation requirements, including the country-specific and statutory data fields, tax and social security calculations, statutory and common wage types and their taxability, tax and social security filings and payments, collective bargaining agreements, leave and benefits regulations, etc.
• Conduct a review of the current processes and solutions and identify any gaps with the statutory requirements. Create a plan of action for closing the gaps and ensure the completion of the plan within the established timeframes.
• Conduct periodic reviews and audits of the payroll processes and calculations. Take the necessary actions to ensure that any identified gaps and errors are rectified promptly.
• Act as the focal point for all customers in the country and build strong relationships with the customers.
• Continuously monitor the customer relationships and satisfaction levels in the country. Take the necessary measures to achieve and maintain the trust and high customer satisfaction levels.
• Ensure that Mercans is considered as the payroll industry leader in the country by elevating Mercans brand recognition in the country and building strong relationships with the external stakeholders.
• Provide the Operations teams (BAU and Implementations) subject matter expertise related to the country’s payroll and HR-related statutory and customary requirements.
• Provide guidance to the clients regarding the payroll-related statutory requirements and best practices.
• Review and audit the payroll results and reports before their release to the clients and identify any errors. Conduct root cause analysis (RCAs) related to the errors and work with the internal stakeholders to ensure that the root causes are permanently addressed.
• Investigate and resolve any queries from the statutory authorities or other third-parties related to the payroll calculations of Mercans.
• Support the Business Development department with the in-country activities, including meetings and calls with the potential customers.
• Attend the industry conferences to represent Mercans.
• Actively promote Mercans’ services in the country and globally through social media and other channels.

Required Documents

• Updated CV: