Manager, Payroll Client Services - APAC

About Remote

Remote is solving global remote organizations’ biggest challenge: employing anyone anywhere compliantly. We make it possible for businesses big and small to employ a global team by handling global payroll, benefits, taxes, and compliance. Check out remote.com/how-it-works to learn more or if you’re interested in adding to the mission, scroll down to apply now.

Not only do we encourage folks from all ethnic groups, genders, sexuality, age, abilities, disability status and any other under-represented group to apply, but we prioritize a sense of belonging. We have 4 ERGs (Women, Disability, Queer, Minorities in Tech) who meet regularly with the People team. During your interviews and beyond, we ask & encourage anybody who needs an accommodation to request one from their recruiter.

All of our positions are fully remote. You do not have to relocate to join us!

What this job can offer you

This is an exciting time to join Remote and make a personal difference in the global employment space as a Manager, Payroll Client Services, joining our Payroll team.

Our ambition is to provide the best end to end customer experience. Working closely with our clients and several team, you will be in charge of addressing all potential companies and employees issues related to Payroll.

What you bring

• Experience:
  • Experience in payroll customer care team management or equivalent amount of experience.
  • Deep understanding of local legislation in one or more countries is a plus
  • Strong experience in a customer-facing role.
• Problem-solving abilities with great communications skills.
• Ability to adapt to a fast-paced, international work environment with a passion for making an impact.
• Is a productivity geek and will constantly think of ways to improve and speed up their work.
• You understand the need and ideal to work largely asynchronously.
• It's not required to have experience working remotely, but is considered a plus.
• You write and speak fluent English.

Key Responsibilities 

• Manage and provide direction to a team of Payroll Client Services Specialists ensuring effective service delivery and continuous improvement.
• Act as an escalation point of contact for all questions related to employees payroll runs.
• Provide companies and employees support on all Payroll related questions and address their potential issues.
• Manage complex customer escalations and bring them to resolution.
• Collaborate closely with Customer experience, Payroll Operations, Benefits, Tax and Finance teams to provide best in-class support to our clients and ensure answers are provided within strict SLAs.
• Collaborate with the Payroll leadership team to support the strategic direction and alignment with company goals.
• Contribute to the identification and implementation of opportunities to improve operational efficiency
• Drive training and development sessions to increase payroll knowledge and improve user experience
• Manage existing relationships with payroll, accounting and benefits service providers.
• Maintain up-to-date knowledge and documentation on payroll processes, contributing to FAQs and other learning materials.

Practicals

• You'll report to: Senior Manager, Payroll Client Services
• Direct reports: 8-10 
• Team: Payroll
• Location: APAC
• Start date: As soon as possible

Remote Compensation Philosophy

Remote's Total Rewards philosophy is to ensure fair, unbiased compensation and fair equity pay along with competitive benefits in all locations in which we operate. We do not agree to or encourage cheap-labor practices and therefore we ensure to pay above in-location rates. We hope to inspire other companies to support global talent-hiring and bring local wealth to developing countries.

At first glance our salary bands seem quite wide - here is some context. At Remote we have international operations and a globally distributed workforce.  We use geo ranges to consider geographic pay differentials as part of our global compensation strategy to remain competitive in various markets while we hiring globally.

The base salary range for this full-time position is $39,200 USD to $88,150 USD. Our salary ranges a