Description
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
A little about ADP: We are a comprehensive global provider of cloud-based human capital management (HCM) solutions that unite HR, payroll, talent, time, tax and benefits administration and a leader in business outsourcing services, analytics, and compliance expertise. We believe our people make all the difference in cultivating a down-to-earth culture that embraces our core values, welcomes ideas, encourages innovation, and values belonging. We've received recognition for our work by many esteemed organizations, learn more at ADP Awards and Recognition.
Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP: ADP is committed to an inclusive, diverse and equitable workplace, and is further committed to providing equal employment opportunities regardless of any protected characteristic including: race, color, genetic information, creed, national origin, religion, sex, affectional or sexual orientation, gender identity or expression, lawful alien status, ancestry, age, marital status, protected veteran status or disability. Hiring decisions are based upon ADP’s operating needs, and applicant merit including, but not limited to, qualifications, experience, ability, availability, cooperation, and job performance.
Ethics at ADP: ADP has a long, proud history of conducting business with the highest ethical standards and full compliance with all applicable laws. We also expect our people to uphold our values with the highest level of integrity and behave in a manner that fosters an honest and respectful workplace. Click https://jobs.adp.com/life-at-adp/ to learn more about ADP’s culture and our full set of values.
