Client Services Manager

Job 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 p articipate 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 e xperience in team supervision or lead roles
• Proven experience in a client-facing, SLA-driven environment Fluent Japanese and working proficiency in English