Client Services Manager

職務内容

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.

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