Senior Client Service Representative

Descriere

Payroll Service Delivery, Client Advisory & Operational Excellence

The Senior Client Service Representative is responsible for managing complex payroll operations and delivering high-quality payroll services for ADP clients in Japan.

In addition to ensuring timely and accurate payroll processing, this role serves as a subject matter expert for Japanese payroll regulations, statutory compliance, payroll operations, and client service delivery. The incumbent is expected to provide guidance to junior associates, support process improvement initiatives, and contribute to ADP's strategic payroll service development.

The role requires close collaboration with clients, internal stakeholders, external partners (e.g., Social Insurance Attorneys, Tax Consultants), regional teams, and global payroll organizations to ensure the highest standards of service delivery and operational excellence.

Strategic Contribution

Beyond monthly payroll operations, this role plays a critical role in shaping and enhancing ADP's Global Payroll Offer for Japan.

The Senior Associate will:

• Provide recommendations on payroll process optimization and standardization.
• Support localization of global payroll initiatives and solutions.
• Identify opportunities to simplify operational processes and improve service delivery.
• Participate in payroll transformation, implementation, and continuous improvement projects.
• Act as a key contributor in aligning Japan-specific payroll requirements with global operating models while ensuring compliance with local regulations.

Responsibilities

Payroll Operations

• Independently manage end-to-end payroll processing for multiple and complex client accounts.
• Review and confirm payroll calculations prepared by junior team members before final payroll processing.
• Conduct detailed payroll reviews and validations to ensure accuracy, completeness, and compliance with statutory requirements and client-specific policies.
• Review and validate payroll calculations, statutory deductions, tax filings, and year-end adjustment processes.
• Ensure payroll processing complies with Japanese labor laws, tax regulations, social insurance regulations, and client policies.
• Perform payroll reconciliation and variance analysis to identify discrepancies and proactively resolve issues before payroll release.
• Perform payroll audits and quality checks to minimize operational risk and ensure service accuracy.
• Manage high-risk or escalated payroll cases and resolve complex payroll issues.
• Provide final payroll sign-off and quality assurance for assigned client accounts where applicable.

Client Relationship Management

• Serve as the primary payroll advisor and trusted partner for assigned clients.
• Build and maintain strong client relationships through proactive communication and service excellence.
• Lead client discussions regarding payroll operations, compliance matters, process improvements, and service enhancements.
• Manage client escalations and ensure timely resolution of critical issues.
• Provide recommendations and best practices to improve clients' payroll processes and employee experience.

Process Improvement & Governance

• Identify process inefficiencies and lead continuous improvement initiatives.
• Create, maintain, and enhance operating procedures, payroll manuals, knowledge articles, and client documentation.
• Support internal and external audits and ensure payroll controls are effectively maintained.
• Promote standardization and implementation of best practices across the Japan payroll operation.
• Support business continuity planning and risk mitigation activities.

Leadership & Knowledge Sharing

• Act as a mentor and coach for junior payroll associates.
• Provide training on payroll regulations, payroll systems, client management, and operational procedures.
• Support onboarding and development of new team members.
• Share payroll expertise and contribute to the development of internal knowledge resources.
• Provide technical review and feedback on payroll work completed by junior associates.
• Coach team members on payroll calculations, statutory compliance requirements, quality standards, and best practices.
• Support the development of payroll review procedures and quality control frameworks.
• Act as a subject matter expert (SME) for complex payroll calculations, statutory requirements, and operational issues.

Project & Global Initiatives

• Participate in payroll implementation, transition, and transformation projects.
• Collaborate with regional and global payroll teams on strategic initiatives.
• Support testing, validation, and deployment of system enhancements and product updates.
• Provide subject matter expertise for Japan payroll requirements during global project discussions.

Requirements

Required

• Native-level Japanese proficiency (JLPT N1 or equivalent).
• Business-level English communication skills (speaking, writing, and presentation).
• Minimum 5 years of hands-on experience in Japan payroll operations.
• Independently handle a high volume of Japanese payroll, tax, social insurance, labor insurance, and year-end adjustment processes.
• Proven experience managing complex payroll cases and client-facing activities.
• Advanced Excel skills (Pivot Tables, VLOOKUP/XLOOKUP, IF statements, data analysis).
• Strong problem-solving, analytical, and organizational skills.
• Experience working in a deadline-driven environment with multiple priorities.

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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