04:05 INTERVIEW
GPA: What are some of your most vexing challenges in meeting client expectations? Sachin Goklaney: I batted this one around a bit in my head, and, you know what the biggest challenge was? It was always in implementation. This is not to discount the fact that operations is not a challenge every month, every week, every day. It centers around expectation management and happens when a client has to go live this month; they then realize, they need parallel runs, and other things done, and they haven’t got the resources. Implementation makes sure what is put in is in the right format, the right manner, the right accuracy. The payroll engine itself is gross to net and will calculate accurately input to output. But if your input’s wrong, don’t blame the payroll engine. It’s the input. With implementations, even if you got the expectation of “we’ll get it live, here’s the dates, we’re set,” and the business requirements are documented. There’s always some change somewhere in the process that somebody’s forgotten. GPA: How have you used technology to improve your operations and the operations of clients?
cannot pay taxes from outside the country, you have to pay locally. Your pension funding also cannot come from outside the country. The collection accounts no one has mastered, and that’s where people need to invest a little bit more. Payment companies, who make a lot of money on foreign exchange, can do that in part because they’ve taken the effort to have licenses in many countries. These generally are regulated payment businesses. However, it’s too expensive to register everywhere. But then you have payroll businesses who are service companies, who, in many jurisdictions, have no law that prevents them from collecting funds and paying out funds. Although some countries, like Australia, have made it very clear that you cannot, no matter who you are, collect client funds unless you’re regulated. But in many other countries, you can, so long as you’re a payroll company just doing salary and payroll-related payments. I have a personal goal to set up as many collection accounts in the world to have the true “last mile” capability. Because it’s the more complicated bit, I’m looking to resolve this.
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GLOBAL PAYROLL MAGAZINE ISSUE 24
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