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Payroll stakeholders
Internal Stakeholders Payrollers who provide services in-house for their organisation will recognise several internal stakeholders they must work and communicate closely with. Arguably, the most notable internal stakeholder is the recipient of the payroll team’s end-product – the payslip Employees Arguably, the most notable internal stakeholder is the recipient of the payroll team’s end-product – the payslip. Payroll teams always aim to deliver payroll accurately and on time; however, employee queries are still an inevitable part of daily life in payroll. The service the payroll team provides to employees will reflect on the organisation as a whole. Employees who receive great service will see that as a positive reflection of their employer. Employees who receive poor service risk being demotivated or disengaged in their role. It’s easy to assume that interaction with employees is a result of the employee contacting the payroll team. Of course, this is an important part of communication, but it should not form all conversation with employees. Payroll teams can improve the service their employees receive by pro-actively anticipating queries and providing mechanisms for employees to answer their own questions. Traditionally, this would be through some form of communication attached to a payslip, but in the digital world, the options are much more varied. Payroll professionals can use online payslips, payslip messaging and communication platforms built into the employee self-service platform to send information to employees. Some systems include chatbot functionality, which enables employees to ask basic questions and retrieve the answer instantly. Ultimately, employee communication can operate both ways, and often service levels are higher when teams communicate well, pro- actively and reactively. In the remote and hybrid world we currently live and work in, communication has never been more important. Payroll professionals have an array of internal and external stakeholders, and maintaining effective and transparent communication across all of them is integral to a successful payroll function. Find out why below...
Samantha Johnson LLB(Hons) ChMCIPPdip, CIPP policy lead
| Professional in Payroll, Pensions and Reward | March 2022 | Issue 78 46
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