Payroll Partner-Bilingual-French

As a Payroll Partner, you will be the lead, responsible for the day-to-day client interaction within assigned client accounts primarily based in Canada. Once a payroll services client is on board, the Payroll Partner is the main client point of contact and is the primary internal face for the client. This person assumes overall responsibility for successful client delivery with an emphasis on client satisfaction. Their focus is on communication to and from the client; managing against the scope of services/business requirements, communicating on change orders internally and externally, and generally ensuring that services are being executed in accordance with the agreed-upon statement of work.

• Manage a portfolio of Canadian and United States payroll client accounts, driving long-term strategic growth and relationship management.
• Develop and execute client account management strategies to exceed performance metrics and increase client satisfaction.
• Act as an escalation point for complex or non-routine issues, ensuring effective resolution and root cause analysis.
• Serve as a senior advocate for client needs, collaborating with cross-functional teams such as tax, finance, and HRIS experts to deliver tailored solutions.
• Lead large-scale client onboarding and operational readiness initiatives, ensuring seamless transitions and adherence to service-level agreements.
• Facilitate strategic governance discussions with client stakeholders, identifying opportunities for process improvements and upselling additional services.
• Collaborate with leadership to implement best practices, innovative solutions, and quality assurance measures to elevate service delivery standards.
• Spearhead special projects aimed at optimizing department operations and enhancing client experiences.
• Deliver high-impact presentations and detailed performance reports to executive stakeholders, both internal and external.
• Ensure Year-End Process management aligns with compliance and quality standards, taking accountability for strategic planning and execution.
• Provide expertise in audit facilitation, ensuring accurate documentation and compliance.
• Create, maintain, and update advanced standard operating procedures (SOPs) and share insights across teams to enhance operational efficiency.

• Bilingual in English and French
• Proven ability to manage and grow client relationships, particularly with high-value accounts.
• Exceptional leadership and mentoring skills with a track record of driving team success.
• Advanced communication and presentation skills to influence and build trust with executive stakeholders.
• Expertise in resolving escalations and implementing process improvements with measurable results.
• Strong analytical and problem-solving skills with a focus on strategic decision-making.
• Excellent organizational skills and ability to manage competing priorities effectively.

Education and Experience

• 5 years extensive experience in Canadian payroll services, tax, or related fields, with demonstrated success in client account management.
• Advanced knowledge of Canadian payroll concepts, including statutory practices, provincial labor standards, and CRA/Revenu Quebec regulations.
• Proven expertise in SAP or other HRIS systems is strongly preferred.
• Proficiency in MS Excel (including advanced functions like pivot tables and macros).
• Demonstrated experience in leading large-scale projects, including change management and process optimization.
• A degree in accounting, business, or a related field; advanced certifications in payroll (e.g., CPP or PLP) are a plus.