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The Human Touch in Payroll Outsourcing Balancing Automation with Personalized Employee Support



The payroll industry today is adopting even more advanced technology to automate and enhance payroll operations. In fact, close to 73% of organisations outsource some aspect of payroll, with the most-cited improvement areas that organisations experience related to compliance, accuracy and self-service capabilities.


There is no doubt that human resources automation has enabled organisations to reap numerous benefits in terms of efficiency, cost, and productivity. However, is there such a thing as too much automation? Can payroll automation be effectively deployed for organisations to continue repairing significant benefits without losing the human touch?


Role of automation in payroll outsourcing


Payroll processes today are already significantly automated, with advanced platforms capable of handling complex payroll calculations, global payroll as well as navigating the complexities surrounding tax regulations and employment laws. These digital tools have allowed organisations to manage large volumes of data efficiently and accurately, enabling productivity and freeing up valuable time for HR to focus on strategic imperatives.


Human touch remains vital


While payroll automation brings about numerous advantages, payroll is not just about number crunching. It is about dealing with people, including employees, government bodies, tax authorities and even mobility consultants for organisations with a global workforce. This is where organisations need to strike a balance between utilising and deploying payroll automation while recognising the importance of human interaction in payroll outsourcing. Integrating personalised employee support adds the human touch to payroll automation.


Striking a balance – strategies to incorporate human touch


Designated business partners


Assigning dedicated payroll partners to manage specific departments or employee groups enhances the overall employee experience. These payroll partners serve as dedicated points of contact for the employees, allowing HR or payroll-related issues to be resolved promptly. Building this intimate connection through designated business partners enables HR and business leaders to better understand employees’ evolving needs and capitalise on payroll automation to deliver a positive employee experience.


Transparent communication channels


Establishing clear communication channels through which employees can voice their concerns or queries relating to payroll allows employees to take accountability of their own payroll matters. These channels can come in the form of self-service portals, helplines or chatbots with the designated payroll partners. Such communication channels make the overall payroll outsourcing experience more “human” to employees, by keeping them informed about their own compensation and empowering them to manage their payroll matters instead of solely relying on the HR team.


Personalised training


Self-service payroll platforms are usually new to employees and navigating them can be a foreign experience for most. Introducing personalised training or onboarding software makes the digital experience more “human” to employees, allowing them to navigate these self-service platforms easily and efficiently. At the same time, these customised portals convey warmth and the company culture to employees, which builds engagement and connection within the organisation.


Over the years, technology has drastically changed how payroll is being managed. Outsourcing payroll has become a viable solution for organisations looking to reap the wealth of benefits, including cost reduction, resource optimisation, increased efficiencies, and flexibility and scalability for future growth. It is then the human interaction that can elevate the overall digital payroll experience, to create a more engaged, connected and motivated workforce.


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