Subject Matter Expert & Customer Success Specialist – Spain

Highlights

Country

Spain

Employment

full-time

Salary

Salary Will be discuss later

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The Subject Matter Expert (SME) is a country’s payroll and HR-related regulations, processes and best particles specialist. The SME is responsible for providing Mercans’ internal stakeholders, including the Business Development, Compliance, Product and Operations departments, with support and advice regarding the country’s end-to-end payroll processes, statutory calculations and filings, labor laws, as well as the other aspects the country-specific processes that relevant to Mercans’ payroll outsourcing or SaaS services.

This role is responsible for analyzing, summarizing, documenting and presenting the country’s regulations related to the payroll processing, statutory payments and filings, taxes, employment contracts, labor laws, company incorporation, entity registrations with statutory bodies, and the other related legislations, in accordance with Mercans’ standard documentation processes.

The SME is responsible for actively working with all departments to ensure that their processes and solutions are in line with the country’s statutory requirements and best practices. When needed, the SME supports the internal stakeholders with the requirements gathering, documentation, implementation and training related to the country-specific processes and requirements.

The SME is responsible for monitoring the statutory compliance requirements in the country, by conducting independent research and through continuous communication with the authorities, and ensuring Mercans’ compliance with these requirements.

The SME acts as the primary focal point, in a collaboration with the resources from the respective departments, throughout a client engagement lifecycle i.e. from the lead generation through the client off-boarding, with respect to all in-country activities. 

The SME is responsible for client relationship management for all clients in the country. The SME attends the calls and meetings with the potential and current clients to provide them guidance with respect to the country-specific payroll and HR-related processes, gathers and analyzes the client’s requirements, ensures customers’ overall satisfaction with Mercans services and identifies any service delivery issues that need to be addressed.

Duties and responsibilities

Statutory Compliance Requirements

• Collect, analyze and document all relevant statutory information for the country, using Mercans’ standard documentation requirements, including the country-specific and statutory data fields, tax and social security calculations, statutory and common wage types and their taxability, tax and social security filings and payments, collective bargaining agreements, leave and benefits regulations, etc. 
• Conduct a review of the current processes and solutions and identify any gaps with the statutory requirements. Create a plan of action for closing the gaps and ensure the completion of the plan within the established timeframes.
• Conduct periodic reviews and audits of the payroll processes and calculations. Take the necessary actions to ensure that any identified gaps and errors are rectified promptly.
• Present and communicate the payroll and HR-related statutory requirements to internal and external stakeholders, including the clients, and provide any required guidance and training related to the implementation of the requirements. 
• Continuously monitor the statutory compliance requirements, through independent research and interactions with third parties, including statutory authorities, industry associations, etc. 

Customer Relationships

• Handle all customer interactions involving the services delivery in the country.
• Act as the focal point for all customers in the country and build strong relationships with the customers.
• Continuously monitor the customer relationships and satisfaction levels in the country. Take the necessary measures to achieve and maintain the trust and high customer satisfaction levels.
• Act as the internal customer and country advocate throughout the organization. 
• Identify and resolve any customer service issues. When needed, actively involve the internal stakeholders in identifying and implementing the required measures.
• Ensure that Mercans is considered as the payroll industry leader in the country by elevating Mercans brand recognition in the country and building strong relationships with the external stakeholders.

Operational Support

• Provide the Operations teams (BAU and Implementations) subject matter expertise related to the country’s payroll and HR-related statutory and customary requirements.
• Provide guidance to the clients regarding the payroll-related statutory requirements and best practices.
• Ensure that Mercans’ services in the country align with standard services scope and statutory requirements. Identify any gaps and work with the internal stakeholders to address these gaps.
• Review and audit the payroll results and reports before their release to the clients and identify any errors. Conduct root cause analysis (RCAs) related to the errors and work with the internal stakeholders to ensure that the root causes are permanently addressed.
• Investigate and address any country-specific queries from the clients and ensure that customer queries are resolved to the customers’ satisfaction.
• Investigate and resolve any queries from the statutory authorities or other third-parties related to the payroll calculations of Mercans.
• When requested by the clients and approved through Mercans change management processes, deliver in-country support to the clients in the areas of statutory filings, payments, pension and benefits reporting, leave management, registrations with the statutory authorities, etc.
• Support the Employer of Record (EOR) department and the other internal stakeholders with the end-to-end in-country HR and labor law related questions and activities. 

Business Development & Other

• Support the Business Development department with the in-country activities, including meetings and calls with the potential customers.
• Attend the industry conferences to represent Mercans.
• Actively promote Mercans’ services in the country and globally through social media and other channels.

Skills and qualifications

• 7+ years of country-specific experience in the payroll outsourcing industry.
• 5+ years of experience with country-specific statutory filings and compliance activities.
• Able to perform country-specific gross-to-net calculations in Excel without external support.
• Able to describe and document end-to-end payroll processing and statutory compliance activities for the country. 
• Able to communicate fluently in writing and verbally complex country-specific payroll concepts in English.

SMART Performance Goals

• Complete the documentation of the country’s payroll-related statutory requirements and processes in accordance with Mercans’ standards within 6 months.
• Within 6 months, ensure that Mercans’ services in the country comply with the statutory requirements and clients’ SLAs on an ongoing basis.
• Within 12 months, ensures that Mercans’ services and software is in line with the best practices of the payroll outsourcing industry in the country.
• No fines or non-compliance notices are issued by the statutory authorities or clients with respect to the services provided by Mercans.
• Within 3 months, ensures that all statutory updates related alerts are issued on time and that the related information is  provided to the Compliance department at least 30 days before the statutory changes go into effect.
• Within 12 months, achieve an overall client CSAT score of 90% with the country-specific services.