JOB  DETAILS

The Key Accountabilities Of The Role

• Ensure payrolls are processed in line with relevant legislation, accurately and on time
• Pay the right people the right amount at the right time.
• Understanding each customers individual payroll requirements and execute against these
• Customer Satisfaction (CSAT)
• Keep up to date with Payroll and related industry knowledge
• Maintaining customer records on internal systems

The Key Responsibilities Of The Role

• Payroll Operations & Compliance
• Manage end-to-end payroll processing for assigned clients, ensuring services are delivered accurately, on time, and in compliance with all relevant legislation (e.g. PAYG, Superannuation, Payroll Tax, Fair Work).
• Complete all reconciliation and post-payroll activities including end-of-month (EOM) and general ledger processes.
• Review and validate payroll inputs, outputs, and calculations to ensure accuracy and alignment with contractual obligations.
• Interpret and apply relevant Awards, EBAs, and Industrial Agreements as they relate to client payroll requirements.
• Maintain high standards of data accuracy and integrity, ensuring compliance with ReadyTech’s ISO27001 Information Security framework.
• Client Management & Service Delivery
• Manage a portfolio of clients in accordance with agreed service level agreements (SLAs) and ReadyTech’s quality standards.
• Act as the primary point of contact for day-to-day payroll matters, building trusted relationships and proactively identifying service improvement opportunities.
• Support resolution of client escalations and complaints, including responding to Net Promoter Score (NPS) feedback.
• Participate in regular client meetings to review service delivery, identify risk of churn, and reinforce the value of managed payroll services.
• Ensure clients are accurately billed for services provided, in accordance with signed agreements.
• Manage customer expectations and communicate effectively regarding deadlines, risks, and required actions
• Stakeholder Engagement & Communication
• Act as a payroll subject matter expert (SME) for clients and internal stakeholders, providing accurate and timely advice on system functionality, legislative changes, and payroll processes.
• Keep clients informed of updates affecting their payroll environment, including legislative changes, product enhancements, and system fixes.
• Promote a shared accountability approach by ensuring clients understand their responsibilities in providing timely, complete, and unambiguous data.
• Collaborate effectively with cross-functional teams including Customer Success, Product, Implementation, and Support to drive seamless service delivery.
• Continuous Improvement, Innovation & Operation Excellence
• Support and contribute to continuous improvement initiatives, including automation, AIassisted workflows, and service optimisation, while identifying opportunities to enhance systems, processes, customer experience, and internal efficiency.
• Maintain and improve payroll documentation, including case notes, procedures, checklists, timetables, and schedules.
• Participate in User Acceptance Testing (UAT) for product features, fixes, or enhancements as requested.
• Share knowledge and contribute to internal forums that support consistency and best practice across the Managed Services function.
• Contribute to the development and maintenance of SOPs, knowledge articles, and training documentation.
• Support quality assurance activities and peer reviews.
• Assist with onboarding new customers and payroll transitions where required.
• Attend product updates, training sessions, and roadmap webinars to remain up to date with system enhancements, new functionality, and features, and apply this knowledge to support best-practice payroll processing and customer outcomes.
• Leadership, Team Support & Development
• Support the Team Leader, providing backup oversight of team operations including workflow, coordination and client portfolios as needed.
• Mentor and support team members, sharing technical expertise and assisting with complex payroll queries or escalations.
• Act as an escalation point for complex payroll matters.
• Contribute to the onboarding and development of new team members.
• Take ownership of personal learning and development, actively participating in training and applying new skills to enhance individual and team performance.
• Demonstrate and model ReadyTech’s company values in all interactions.

The Key Requirements For The Role

• Extensive experience in high-volume, end-to-end payroll processing.
• Sound knowledge of Australian payroll legislation, including interpretation of EBAs, Awards, and multi-state payroll obligations.
• Intermediate to advanced proficiency in Microsoft Excel (e.g., formulas, pivot tables, data reconciliation).
• Strong analytical and critical thinking skills, with the ability to identify discrepancies and resolve complex payroll issues.
• Proven ability to develop and implement effective solutions under pressure.
• High attention to detail with a commitment to accuracy and compliance.
• Exceptional time management and prioritisation skills, with the ability to manage multiple tasks to meet deadlines and SLAs.
• Demonstrated accountability for personal work and the outcomes of advice or guidance provided to others.
• A proactive, self-starter mindset with the ability to work independently and take ownership of tasks.
• Excellent verbal and written communication skills, with the ability to convey technical information clearly and professionally.
• Strong interpersonal and relationship-building skills with a customer-first approach.
• Demonstrated ability to maintain diplomacy and confidentiality when handling sensitive data and client information.
• A positive, collaborative attitude and willingness to contribute to a team environment.
• Ability to coach, mentor, and guide colleagues, contributing to a high performing team culture.
• Adaptability and openness to change in a dynamic, fast-paced environment.
• Comprehensive understanding of payroll compliance requirements, including Fair Work legislation, Superannuation, PAYG, Payroll Tax, and other statutory obligations.
• Strong technical payroll knowledge, with demonstrated capability in end-to-end processing, reconciliations, and post-payroll activities.
• Sound knowledge of modern awards and enterprise agreements (EBAs), including the ability to interpret and apply provisions accurately across different client scenarios.
• Proficiency in payroll systems, with a solid understanding of system functionality, processing workflows, and data integrity requirements.
• 3–5 years’ experience in end-to-end payroll processing, ideally within a high-volume, multi-client environment.
• Proven ability to manage multiple payrolls across various pay frequencies (e.g. weekly, fortnightly, monthly).
• Demonstrated experience in portfolio ownership, including responsibility for client relationships, service delivery, and SLA compliance.
• Exposure to diverse data collection and input methods for payroll processing (e.g. timesheets, imports, manual entry).
• Experience working in a high-performing, collaborative team environment.
• Familiarity with a range of industries and business types, including payrolls of varying sizes and complexity.
• Skilled in identifying, responding to, and resolving client queries or service requests.
• Experience delivering services in a customer-focused environment, engaging with stakeholders at all organisational levels.
• High level of computer literacy, including the ability to navigate multiple systems, platforms, and tools with ease.
• Customer – Provide exceptional proactive customer service and put the customer at the heart of everything I do.
• Strategic – Make informed decisions, maximise your performance, and understand how my role contributes to Workforce Solutions strategic direction
• Collaboration – Build and leverage my work relationships, promote teamwork and collaboration, and work towards our shared culture and goals.
• Agility – Adapt and learn, as well as remain resilient, to manage an increasingly complex and ambiguous environment. Throughout, I adapt my approaches, maintain emotional control and display a willingness to learn
• Leadership – role model our values, challenge decisions constructively, champion change and support others navigating change. – Deliver Results – Set and achieve high personal standards, be accountable, and follow through commitments.

Are you interested in this position?

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