Job Description

Job Summary:
We are seeking an experienced and client-focused HR Services Operations Specialist to lead payroll delivery within a regional or global BPO environment. This role demands deep expertise in payroll, tax, and labor compliance, with fluency in both Japanese and English to ensure seamless coordination across client stakeholders, delivery teams, and external vendors. The Specialist will play a key role in driving operational excellence, managing escalations, and ensuring service quality in a multi-country shared services model.
Key Responsibilities:
Lead and oversee payroll operations for Japan and other assigned countries, including monthly payroll cycles, bonus payments, year-end adjustments, and statutory contributions.
Act as the payroll subject matter expert (SME), ensuring full compliance with Japanese labor, tax, and social insurance regulations.
Serve as the primary point of contact for client stakeholders, managing expectations, resolving escalations, and ensuring service excellence.
Supervise and coordinate with external payroll vendors, ensuring SLAs and KPIs are met and issues are resolved promptly.
Ensure timely and accurate execution of payroll processes, including auditing, reconciliation, and approvals.
Manage complex employee payroll inquiries and escalations in both Japanese and English, ensuring high-quality resolution and client satisfaction.
Collaborate with cross-functional teams (Finance, Legal, HRBPs, IT) to support payroll-related projects and continuous improvement initiatives.
Support internal and external audits by providing accurate and timely payroll documentation.
Maintain and enhance payroll policies, procedures, and controls in alignment with global standards and client-specific requirements.
Mentor and guide junior team members, fostering a culture of accountability, learning, and operational excellence.
Contribute to system upgrades, automation efforts, and HRIS/payroll system enhancements.
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Job Qualifications:
Bachelor's degree in Human Resources, Accounting, Business Administration, or related discipline
Minimum 5 years of hands-on payroll experience, including at least 2 years in a leadership or client-facing role
In-depth knowledge of Japanese payroll regulations, statutory benefits, and tax compliance
Strong experience with HRIS and payroll systems (e.g., Workday, SAP, ADP, Oracle)
Proven ability to lead, coach, and develop high-performing teams
Fluency in Japanese (native or JLPT N1/N2) and business-level English is a must
Strong stakeholder management and communication skills, with a client-service mindset
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