FEATURE TOPIC
skills and the ability to engage, work with and manage teams remotely – without micromanaging. SJ: The experience of the pandemic was so different across the profession. I wouldn’t say that new soft skills are needed. However, I think the scale of the challenge and the profile that the pandemic provided to so many payroll professionals enabled individuals to quickly develop additional soft skills during this time. BS: Everyone has had to adapt in some way to meet the needs of the new world of work. For payroll professionals, effective communication has become even more essential in a world of endless Zoom and Teams meeting fatigue. Self-motivation has also risen in importance, as employees must learn to motivate themselves and stay focussed to remain productive. In this digital age, being technically proficient and able to adapt to the latest tools and platforms is key to being competitive in this profession. Can customer service skills enhance the services provided by an in-house payroll professional? VG: Absolutely. Often when we mention customer service within payroll, people automatically think of payroll service providers and their clients. But in-house payroll teams have customers too – we just call them employees. By applying customer service skills to in-house payroll operations, payroll professionals can effectively improve employee engagement and therefore improve morale and employee performance. SJ: Absolutely. Great customer service skills can have a positive impact on an employee’s well-being, where they feel listened to and have received an explanation or a solution they understand. “If you’re in a payroll career, remain humble and open minded to learn more, and you’ll never stop building on the skills to deliver in your role”
“For payroll professionals, effective communication has become even more essential in a world of endless Zoom and Teams meeting fatigue”
alongside technical skills in an organisation? VG: The development of soft skills can be supported alongside technical skills in an organisation through formal structured learning, such as the Foundation Degree previously mentioned, but also through experience and informal learning. Coaching and mentoring are a great way to support team members in developing soft skills, as is on the job learning. Having a competency framework and organisation values which are visible and shared with employees are great ways to ensure the development of soft skills is encouraged. “Creating a culture of learning also helps to recruit and retain talent as workers grow and develop in their roles” SJ: Coaching and mentoring is essential in any payroll role. Even a sole payroll practitioner should look to reach out to the wider payroll community to create opportunities for mentorship. Some individuals will have a natural flair, which can be perfected. For others, direct and targeted development may be more necessary. If you’re in a payroll career, remain humble and open minded to learn more, and you’ll never stop building on the skills to deliver in your role. BS: Learning and development is a lifelong process and it’s essential for organisations to provide their employees with opportunities to stay up to date with both technical and soft skills. Creating a culture of learning also helps to recruit and retain talent as workers grow and develop in their roles, while signalling to prospective talent that the organisation is committed to fostering the growth and development of its workforce. n
Great customer service skills can allow the payroll team to develop a wider profile across the business, and open doors to work more strategically with other departments, or at board level. BS: Yes – any successful payroll professional needs the ability to effectively manage customers, so customer service skills are essential to providing a great all-around service. Payroll delivered accurately and on time is always key, but our ability to manage those interactions will always leave a lasting impression on the customer. Do payroll qualifications cover the soft skills needed in the profession today? VG: Yes. The CIPP’s Foundation Degree in Payroll Management develops an in-depth understanding of payroll processes and legislation, but also covers a broad range of managerial knowledge and skills including: l employing effective communication methods and conflict resolution l leading the team l understanding customers and clients. SJ: Payroll qualifications have a role to play in payroll and I’ll always be an advocate for investing in this. However, it’s ultimately experience, coaching and mentoring that will enable individuals to reach their full potential. The concept of soft skills can be introduced in an academic environment, but truly building those skills takes time and a little trial and error. BS: Payroll qualifications focus, quite correctly, on the very technical aspects of payroll. But the wider ranging payroll curriculum also addresses other skills required to be an effective professional in the payroll industry. As payroll professionals are very often involved in the design of these qualifications, it’s incumbent on us to give the next generation the best education to succeed in the profession.
How can the development of soft skills be supported
| Professional in Payroll, Pensions and Reward | April 2023 | Issue 89 30
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