REWARD
Stuart Hall MA PGMdip MCIPPdip, CIPP Non-Executive Director, provides a light-hearted look at why its imperative for Payroll Managers to have soft skills
L et’s be honest, when someone says, ‘Payroll Manager,’ you don’t typically think ‘rock star.’ You don’t see payroll professionals headlining TED Talks or starring in Netflix biopics. But maybe they should. Because beneath the spreadsheets, behind the payslips and somewhere between gross and net pay, lies a truly heroic professional. And to survive (let alone succeed) in payroll, without developing a caffeine dependency, you need more than a calculator: you need soft skills. Those often underrated, but essential traits that make the difference between a payroll powerhouse and a walking audit risk. There are plenty of soft skills I could write about, but with an 800-word limit (thanks, Editor), here are five that are key to becoming a truly great manager. Integrity: because trust isn’t just a buzzword Payroll Managers handle the one thing that keeps employees coming to work: money. Mess with someone’s pay, and suddenly Janet from marketing becomes a human flamethrower. That’s why integrity is non-negotiable. You’re dealing with sensitive data, from salaries to bank details, to someone’s slightly embarrassing overtime explanation: “I was stuck on a Zoom call when my cat walked across the keyboard.” People need to trust the Payroll Manager. Integrity means doing the right thing, even when no one’s watching (which, ironically, in payroll, is pretty much all the time). Communication: speak fluent human Contrary to popular belief, Payroll Managers don’t live in caves, communicating only through pivot tables and encrypted emails. They actually need to talk to people, real people. People who may or may not understand tax codes, deductions or why they only got paid for 3.5 days last week. Strong communication skills are essential. You need to explain complex processes in plain English. Write clear emails which don’t cause panic and which
“Whether it’s new software, compliance updates or the ancient art of interpreting vague Government guidelines, Payroll Managers need to be lifelong learners”
soothe those who believe the payroll system is out to get them personally.
(Bonus points if you can explain automatic enrolment without crying.)
Attention to detail: where every decimal counts In payroll, attention to detail isn’t a nice- to-have; it’s a survival mechanism. One wrong keystroke, and suddenly Bob in sales earns £6,000 instead of £600. Bob’s thrilled, but finance, not so much! Every decimal, every date, every code matters. You’re not just juggling numbers, you’re juggling lives, mortgages and weekend plans. And no, “Oops” isn’t a recognised financial statement. But there’s a twist: attention to detail also involves spotting patterns, identifying anomalies and knowing when something just feels ‘off’.
Flexibility: the yoga of the corporate world No, you don’t need to master the ‘triangle pose,’ but you do need to be flexible. Payroll is unpredictable. Just when you think everything’s balanced, someone throws in a bonus, a termination payment or an urgent pay correction because they accidentally entered 400 hours of sick leave. Flexibility means adapting to last-minute changes, juggling competing deadlines and still managing to eat lunch somewhere other than over your keyboard. It’s about keeping your cool when the payroll system spontaneously combusts, the finance team is flailing as if it’s the end of the world or someone, again, thinks Comic Sans is a valid font choice for a formal document. Conclusion: the secret sauce of payroll success Okay, Payroll Managers need technical knowledge and a good handle on numbers. But what truly separates the masters from the merely overwhelmed are the soft skills. As outlined above, it’s often these overlooked abilities which ensure payslips stay accurate, employees remain satisfied and the human resources department doesn’t have to resort to interpretative dance to explain tax deductions. So, Payroll Managers, give yourselves a pat on the back (and maybe a strong coffee). You’re not just running numbers; you’re running a finely tuned emotional support system for the entire company. With a smile. And a calculator. And, hopefully, a good sense of humour. Because in payroll, laughter might not fix a spreadsheet, but it can definitely keep you from throwing it out the window! n
“Beneath the spreadsheets, behind the payslips and somewhere between gross and net pay, lies
a truly heroic professional”
Continuous learning: because rules change more than fashion trends Just when you’ve finally memorised the latest tax legislation, someone goes and rewrites it. Payroll isn’t static; it’s fluid, and staying still is a fast track to confusion, errors and being featured in the company’s ‘ What not to do ’ training videos. That’s why continuous learning is key. Whether it’s new software, compliance updates or the ancient art of interpreting vague Government guidelines, Payroll Managers need to be lifelong learners.
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| Professional in Payroll, Pensions and Reward |
Issue 112 | July-August 2025
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