Client Services Manager

Role Overview:

We are seeking an experienced Client Services Manager to lead the day-to-day delivery of payroll processing services in Japan within ADP’s Managed Services environment.
This role requires hands-on operational supervision, ensuring the delivery of accurate, timely, and compliant payroll services in accordance with Japanese statutory requirements and company service standards. The role will focus on maintaining high-quality service delivery, strong client relationships, and disciplined operational control, while serving as a key escalation point for payroll-related matters.

Role Purpose:

• To be a manager for the assigned clients and the employees for HR related services.
• To control timely and accurate payroll calculation and Social Insurance related services for the clients.
• To educate team members.
• Ensure payroll is processed accurately and in compliance with Japanese labor laws, tax, and social insurance regulations.
• Maintain strong operational discipline to ensure consistency, accuracy, and reliability.

Key Responsibilities:
Control and ensure payroll and Social Insurance processing schedules and related tasks/events on behalf of assigned client organizations in accordance with ADP and Client requirements;

• Efficient communication with Clients and each internal department;
• Provide HR-related advice to both the assigned clients and employees;
• Ensure the quality of ADP services based on client requirements while ensuring that ADP complies with relevant laws and regulations;
• Design and participate in testing and validation as required for product updates and cyclical processing events;Participate in planning and testing product updates and processes
• Ensure payroll calendars and schedules are clearly maintained and communicated to clients
• Monitor client communications to ensure:
• Timely and professional responses
• Clear updates on issue resolution and timelines
• Alignment with agreed SLAs and service expectations
• Conduct regular client service review meetings
• Build trusted client relationships through proactive and high-quality service delivery
• Provide guidance to clients on payroll processes, systems, and compliance requirements
  
  

Issue Management & Escalation

• Allocate and manage all client and employee payroll-related inquiries and issues
• Act as the primary escalation point for payroll queries
• Escalate critical (Priority 1) issues to senior stakeholders (e.g., MS leadership, Relationship Manager) promptly
• Ensure all issues are tracked, resolved, and communicated effectively
  
  

Quality Control & Compliance

• Ensure high standards of data accuracy, validation, and payroll processing quality
• Monitor and enforce compliance with Japanese statutory requirements, including:
• Income tax and resident tax
• Social insurance and labor insurance
• Year-end adjustment (Nencho) processes
• Maintain accurate client master data and documentation within systems
• Implement and uphold robust controls, audit readiness, and risk management practices
  
  

Team Supervision & Capability Development

• Provide day-to-day supervision, coaching, and guidance to payroll team members
• Support capability building in:
• Japanese payroll regulations and practices
• System usage and operational processes
• Client service standards
• Monitor team performance and escalate performance or capacity concerns appropriately
• Foster a culture of accountability, precision, and continuous improvement
  
  

Stakeholder Coordination

• Collaborate with internal stakeholders including:
  • Payroll Operations
  • Relationship Management
  • Implementation team (post go-live stabilization support)
• Ensure alignment between client expectations and service delivery capabilities
• Maintain effective coordination across local and regional stakeholders
  
  

Governance & Continuous Improvement

• Ensure adherence to internal governance, compliance, and audit requirements
• Participate in Business Process Improvement (BPI) initiatives
• Identify opportunities to enhance process efficiency, service quality, and operational effectiveness
• Drive standardization while respecting local regulatory requirements in Japan
  
  

Qualifications & Experience

Required

• Bachelor’s degree or equivalent experience
• 5–8+ years of experience in Japan payroll operations
• Strong knowledge of Japanese payroll, tax, and social insurance regulations
• 2+ years experience in team supervision or lead roles
• Proven experience in a client-facing, SLA-driven environment
• Fluent Japanese and working proficiency in English