Senior Consultant (BAU) – Middle East

The Senior Consultant - BAU plays a critical role in delivering end-to-end payroll outsourcing solutions for global clients. This role ensures accurate, timely, and compliant payroll processing while serving as the primary point of contact (POC) for both clients and internal teams.

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, and the ability to work independently in a remote setting.

Duties & 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 elevate 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 & 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.

Experience & Education

• 7+ 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.
• Professional certifications (e.g., Global Payroll Certification, CPP, CIPP, or IPASS) are highly preferred.

SMART GOALS

1. Improve Payroll Accuracy

• Specific: Reduce payroll errors by implementing additional verification checks.
• Measurable: Achieve a 99.7% accuracy rate in payroll processing.
• Achievable: Use automated validation and reconciliation processes.
• Relevant: Enhances client satisfaction and compliance.
• Time-Bound: Achieve this within six months.

2. Ensure On-Time Payroll Processing

• Specific: Deliver all payroll cycles on or before the deadline.
• Measurable: Maintain a 100% on-time payroll submission rate.
• Achievable: Follow a standardized payroll calendar and automate reminders.
• Relevant: Critical for ensuring timely employee compensation.
• Time-Bound: Maintain this performance level over the next 12 months.

3. Enhance SLA Compliance for Customer Support Tickets

• Specific: Ensure all customer support tickets are resolved within SLAs.
• Measurable: Improve SLA compliance rate to 95%.
• Achievable: Implement a tracking system and escalation process.
• Relevant: Ensures better client experience and operational efficiency.
• Time-Bound: Achieve this within three months.

4. Optimize Statutory Filings & Compliance

• Specific: Ensure all statutory filings are completed on time and with 100% accuracy.
• Measurable: Maintain a 100% compliance rate in statutory payroll submissions.
• Achievable: Use automated submission tools and conduct monthly audits.
• Relevant: Avoids regulatory fines and enhances company reputation.
• Time-Bound: Achieve this consistently for the next 12 months.

5. Strengthen Client Satisfaction & Retention

• Specific: Increase client satisfaction by reducing complaints and response time.
• Measurable: Achieve a client satisfaction score of 90% in quarterly surveys.
• Achievable: Provide faster resolution to payroll issues and conduct proactive communication.
• Relevant: Helps maintain long-term partnerships and reputation.
• Time-Bound: Accomplish this by the next two quarters.

6. Streamline Process Documentation & Change Management

• Specific: Ensure 100% completion of SOPs, client wage type catalogs, and data dictionaries.
• Measurable: Update and validate all payroll documentation for active clients.
• Achievable: Conduct a monthly review and implement missing documents.
• Relevant: Ensures consistency, efficiency, and proper knowledge transfer.
• Time-Bound: Complete documentation updates in six months.

7. Implement Process Automation & Optimization

• Specific: Identify and automate at least 5 manual payroll tasks.
• Measurable: Submit 5 automation requests to IT for process improvement.
• Achievable: Conduct a workflow analysis to identify inefficiencies.
• Relevant: Reduces manual effort and improves payroll accuracy.
• Time-Bound: Implement within 12 months.

8. Improve Backup Resource & Business Continuity Planning

• Specific: Develop and train backup resources to cover absences.
• Measurable: Ensure that at least 1 backup resource is trained per client.
• Achievable: Create a knowledge transfer plan and cross-train team members.
• Relevant: Ensures smooth payroll operations without disruptions.
• Time-Bound: Implement within six months.

9. Reduce Payroll Processing Turnaround Time (TAT)

• Specific: Reduce the payroll processing time by 20%.
• Measurable: Achieve a 20% faster processing time through automation and streamlined workflows.
• Achievable: Identify bottlenecks and improve process efficiencies.
• Relevant: Increases efficiency and improves service delivery.
• Time-Bound: Achieve this goal within six months.

10. Strengthen SLA Reporting & Root Cause Analysis

• Specific: Prepare and analyze monthly SLA reports for payroll operations.
• Measurable: Identify and resolve at least 80% of recurring SLA failures through root cause analysis.
• Achievable: Use ticketing system data and client feedback to assess gaps.
• Relevant: Helps ensure continuous service improvement and client trust.
• Time-Bound: Implement improvements based on findings within three months.

11. Expand Client Portfolio & Payroll Volume Management

• Specific: Successfully manage payroll operations for at least 20 clients or a total monthly payslip count of 1,500.
• Measurable: Ensure accurate and timely payroll processing for 20+ clients or 1,500 payslips per month.
• Achievable: Optimize workflows, automation, and backup resources to efficiently handle the increased workload.
• Relevant: Supports company growth, scalability, and operational excellence.
• Time-Bound: Achieve this goal within the next 12 months.