occasion; it’s a role that needs to be respected and honored. GPA: Along those lines, what do you see as the future role of a payroll professional? Chanelle Webb: It’s been easy for payroll people to be seen as the number crunchers, the inputters, the processors. A lot of that is being taken away with technology, and the role actually is going to be more advisory. The inputting mirage placed on payroll and the idea that payroll can be replaced by a “big red
payroll button” will go. But, as much as we’ve got AI, it is nowhere near where it can be relied upon. With that, unless payroll teams are trained well enough, unless that standard of training is elevated, payroll will be incredibly exposed. Payroll needs to ask the questions, and do that by picking up the phone. While management through email is prolific, and video meetings and chats are primary for communications, people have lost the art of speaking to people. I’ve
seen email trains that have gone on 20 emails, and no one still resolves the query. Yet, if you’ve if you pick up the phone and it’s resolved, you can follow up with an email. By getting our data in more efficiently, we already are spending our time on the important advisory, compliance, and legislative work. That, with good communication, is going to visibly show the difference between a good service and an excellent service.
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ISSUE 11 GLOBAL PAYROLL MAGAZINE
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