Client Services Manager

JapanNormalmid

Customer SupportCustomer Service Representative

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Quick Summary

Requirements Summary

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.

Technical Tools

Customer SupportCustomer Service Representative

Requirements

~1 min read

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.

Responsibilities

~1 min read

→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

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

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

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

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

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

Nice to Have

~1 min read

Experience working with ADP payroll systems or managed services environments
Experience in shared services/payroll outsource vendor or multinational organizations
Familiarity with case management or ticketing systems
Experience in issue management

Strong operational leadership and team guidance skills
Excellent client service and communication capabilities
High attention to detail, accuracy, and compliance
Effective issue resolution, escalation management and improvement plan management
Ability to manage time-critical payroll cycles with precision
Capability to coach and develop team members
Continuous improvement mindset with focus on quality and reliability