Soo Fen, Fanny Goh

Base Salary : MYR12905 (13 months)

Direct Report : 11 & Indirect report : 16

Management Key Roles:

• Fostered cross-country between Malaysia delivery centre & Local Singapore team relationships and improve overall efficiency.
• Stimulated employee engagement, loyalty and commitment to values and culture of company, resulting in 98% retention rate increase.
• Developed succession plans and promotion paths for staff.
• Coordinated and engaged with leadership in planning and organizing calendars, events and activities.
• Collaborated with Local country Singapore to maintain proper flow of communication and execution of planned initiatives, resource allocation and projects.

Payroll Operation Roles:

• Lead the acquisition and on-boarding/implementation of new clients, including creation of service proposals, service agreements, compliance processes.
• Provide system demos to clients, advise clients on system features/functionality. Highlight any areas of concerns/risks that may not meet clients’ needs.
• Provide project management schedule, conduct service overview with clients and establish agreed processes to achieve effective and efficient delivery. Ensure client documentation is created and develop a clear process for updating.
• Lead, coach and develop a team of staff to ensure delivery of effective and efficient services to clients.
• Ensure payroll process & services quality are delivered in accurate & timely manner.
• Perform banking authorizations and bank reconciliations. Alert on any suspicious transactions.
• Adherence to ISAE 3402 / OSPAR / ISO 27001 standards.
• Respond effectively and on a timely manner to clients’ requests, feedback, escalations and perform service recovery.
• Proactively visit clients, monitor client satisfaction levels and develop client relationship development plans.
• Advice clients on payroll and HR related issues. Understand the department business goals and deliverables (including the Objectives / HROM measurements and such equivalent) and ensure the department achieves the goals and committed business delivery. Provide timely data/reports and analysis. department/business risks Develop and maintain client relationships.
• Assist in business development and identify opportunities for cross-selling and up-selling of company services. Conduct department orientation, meetings etc. Track the action status for projects and activities.

Base Salary : MYR10600 ( 12 months with variable bonus 2 mths)

Direct Report : 10

• Responsible to ensure BPO team produce accurate payroll output at all times, compliant and ensure timely delivery of the reports to clients as per agreed SLA.
• Supervise and co-ordinate activities of BPO staff (13 members)– act as checker for client accounts. Based in Singapore & Malaysia.
• Manage BPO team payroll workload & client account allocation to meet operational requirements.
• Maintains BPO team by recruiting, selecting, orienting, arrange training employees, maintains payroll staff job results by counseling and disciplining employees; planning, monitoring, and appraising job results.
• Monthly payroll & reporting preparation such as oversee compliance with statutory reporting and filing requirements of all BPO clients, prepare relevant monthly reports/ billing
• Review and improve payroll policies and procedures of each BPO clients with all primary processors.
• Manage client escalation and resolve issues relating to BPO Payroll by carry out Investigation and research of client inquires or escalation about tax matter and payroll, and enlighten or counsel them on the appropriate procedures.
• Involvement in new BPO project implementation – performing parallel run for new client before go-live, reconciliation & prepare handover readiness of the project go live.
• Continually upgrades knowledge and skill base through a wide variety of available resources to ensure familiarity, on appropriate statutory laws, or legislative rulings that impact clients.
• Arrange & allocate buddy match to new hired associates in BPO team on product knowledge, process and procedures
• Provide feedback and suggestions on products, issues, processes and procedures to enhance efficiency and continuous improvement.
• Performance manage and develop BPO team by conducting time to time team meeting, client review meeting & process improvement plan.
• Provide information for client/employee query(s) within the stipulated timeframe as indicated in the Service Level Agreement (SLA).
• Coordination by timely reporting or gather update from HOD – in order to support BPO team & manage any change in company.
• New prospect Outsourcing – Sales

Base Salary : $5679.58 ( 13 mths salary)

• Operational task:-

1. Assist the APAC Director in supervise and lead the team to process client payrolls in one or multiple Asian-Pacific countries on a timely and accuracy manner.

2. Process payroll end to end, provide payroll and payroll related operational support services to clients.

3. Ensure payroll services meet the client specific Service Level Agreements and in accordance to organizational policies.

4. Work closely with internal payroll partners, where necessary to provide client services.

• Supervisory task:-

1. Team member monthly coaching – 5 members direct report currently. 3 SME, 1 mid level & 1 junior level processor.

2. Indirect report will be close to 10 members in SG, functional report (Back up) 5 in Philippines.

3. Escalation Point.

4. Managing Team Performance interm of Payroll account delivery, attendance, and other task that being assign due to SME roles.

5. Checking on Payroll Control – Monthly review.

6. Conduct Training for Junior Specialist in team.

7. Managing partner performance.

• Other tasks – Project role

1. Work closely with Implementation Team – on new account implementation to ensure the account are good to hand over to Ops.

2. Work with Developer – on product improvement & new product testing with Ops Process Knowledge.

3. Provide payroll system training and guidance to new team member.

5. Managing payroll partner performance & share best practice with partner.

6. Attending Client & Partner Review Call.

7. Leading APAC SME in Ops Team – Monitor & work on Process Improvement for team member & Client. New Accounts before pass to Ops live will need SME review with the Set up policy.

8. Lead & conduct internal audit in the team – Process Audit

9. Newly role & job – Implementing new project – In house system implementation. Moving to new payroll system.

Base Salary : $4004 (13 mths)

• Generate monthly payroll in accordance with local legislations including computation of variable pay, transferees’ related payments, social security, taxes and payroll deductions, processing new hire and separated employee’s payment
• Check through payroll registers for payroll manager’s approval and perform payroll fund transfer
• Prepare regular wage related cost centre allocation report, wage related budget accruals and other payroll related reports
• Provide reconciliation of payroll related expenses based on monthly accounting schedule
• Ensure proper filing of social securities and tax returns to the local statutory authorities
• Maintain supporting payroll documentations and authorizations for internal and external audits
• Be the point of contact with the employees on payroll related communication and address payroll related enquiries and concerns
• Manage a positive working relationship with internal HR community and external payroll vendors
• Responsible for meeting the pre-determined payroll metrics and compliance requirements
• Provide support on payroll related projects and new system testing (Time Track) – Training to user.
• Managing Time Track for all employees as office & retail.

Base Salary : $3740

Direct Report : 8

• Examine client(s)’s payroll advice for completeness and clarify with client(s) if in doubt and upload data in system for processing.
• Dealing with HRIS internal system – Leave, Claim & performance management. 1st level escalation point & trouble shoot issue before for IT support.
• To manage and liaise client(s) queries and requests.
• Resolves specialist queries with client and client queries on payroll outputs.
• Provide information for client/employee query(s) within the stipulated timeframe as indicated in the Service Level Agreement (SLA).
• Involve in the annual year-end tax reporting. To generate IR8A forms for client’s employees and provide resolution to any related queries.
• Maintain and update Standard Operating Procedure documentation for client(s) under his/her care.
• As a Team Lead to check processed payroll reports for all specialists in the team. To ensure the quality of reports before sending over to client for verification and approval.
• To assist Operation Manager to manage and understand work flow of each specialist, creating back-ups among team and act as an internal trainer/ mentor to the team.
• Manage on new project & co-ordinate the new team. Build up new process for new client.
• Managing all statutory requirement related matter.

Base Salary : MYR3000 (13 mths)

Direct Report : 3

• Perform as client’s payroll advisor for any queries and upload data in system for processing.
• Perform checking on report & payroll output provide to client.
• Work close to investigate & study on system or data issues. As monitor of payroll operation team with IT Team to work together towards CR(Change Request) & SR(Service Request).
• Updated information for client/employee query(s) as per timeframe as indicated in the Service Level Agreement (SLA).
• Monitor on Year End Activities with providing client the timeframe on the schedule during end of the year such as payroll calendar, public holiday setting in system & year-end tax filling. To generate IR8A forms for client's employees and provide resolution to any related queries.
• Monitoring analyst to update on Checklist operation & monthly watchlist. Will check on the Analyst checking process to ensure the process was under control.
• Perform on Fund Forecast Request to client to estimation on fund toward the payroll. To monitor on mark up percentage to ensure the estimation fund request sufficient with the payroll payment.
• Liaise on Helpdesk case that will assist on employee query. Will monitor on the case answer by analyst & by the way will assist them on case that complicated.

Position Level : Fresh/Entry Level

Base Salary : MYR1800

Duty is to handle all HR daily jobs. More specified to handle on monthly payroll for all employees this is operators & management level. Compensation & Benefit such as salary survey for operator level to overcome company high volume of turn over. Handle of payroll about 200 employees so need to do manual calculation of overtime & data entry for leave application of employee. Make sure all leave captured in system due to new system unstable. As HR person, communicate with all level of employee to monitor their attitude in work place. Handle recruitment for operator level & training (induction). To control on employee behaviour in work place so will always attend meeting together with supervisor to give briefing on discipline issues.