HRO CS GES Payroll - Pune 172496

Job Summary

The Payroll Solution Representative (PSR) serves as the primary point of contact for assigned payroll clients, delivering exceptional service and consultative support throughout the client relationship. The PSR is responsible for managing client inquiries, payroll related service requests, issue resolution, system guidance, and ensuring a seamless client experience. This role requires strong customer service skills, payroll knowledge, problem solving abilities, and the capability to build trusted client relationships.

Key Responsibilities

Client Relationship Management

Serve as the primary service contact for an assigned portfolio of payroll clients.

Build and maintain strong client relationships through proactive communication and service excellence.

Conduct regular client touchpoints and business reviews to understand client needs and identify opportunities for improvement.

Advocate for client needs while ensuring adherence to company policies and procedures.

Payroll Support & Consultation

Provide guidance on payroll processing, payroll setup, system functionality, tax considerations, and workforce management solutions.

Assist clients in navigating payroll related challenges and implementing effective solutions.

Educate clients on best practices, product enhancements, and available services.

Support clients during payroll processing cycles to ensure timely and accurate payroll submissions.

Issue Resolution & Case Management

Investigate, troubleshoot, and resolve complex payroll and service related issues.

Coordinate with internal partners including Payroll Operations, Tax, Implementation, Product Support, and Technical Teams to resolve client concerns.

Manage and prioritize client cases to meet established service level expectations.

Ensure accurate documentation of client interactions and resolutions.

Risk Management & Compliance

Understand payroll regulations, compliance requirements, and company controls.

Identify potential risks impacting payroll accuracy or timeliness and take appropriate action.

Maintain confidentiality of client and employee information in accordance with company policies and regulatory requirements.

Service Excellence

Deliver an exceptional client experience through professionalism, responsiveness, and ownership.

Meet or exceed key performance indicators, client satisfaction metrics, and quality standards.

Contribute to process improvement initiatives and share best practices with team members.

Qualifications Required

Bachelor's degree or equivalent work experience. (Graduation mandatory)

2+ years of customer service, payroll, client support, account management, or related experience.

Strong verbal and written communication skills.

Excellent problem solving and analytical abilities.

Ability to manage multiple priorities in a fast paced client facing environment.

Strong organizational and time management skills.

Proficiency in Microsoft Office applications.

Preferred

Experience supporting payroll, HR, benefits, tax, or workforce management solutions.

Knowledge of payroll concepts, payroll regulations, and payroll processing practices.

Experience working directly with clients in a service or account management capacity.

Experience using CRM or case management systems.

Success Measures

Client Satisfaction Scores

Payroll Acceptance and Timeliness

Case Resolution Performance

Service Level Adherence

Client Retention and Relationship Growth

Quality and Compliance Metrics

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