The staff challenge ahead

Within the payroll industry, especially since the pandemic, we have seen issues with staffing that can be replicated throughout industry. Recent times have seen large numbers leaving the workforce, particularly in the over-50’s which have been a payroll “staple” with long built-up skill sets. Surveys have found 90% of employers are experiencing skills shortages, so more than ever it is vital that staff motivation and talent improvement are seen as key opportunities in the workplace. It is also important that employers are considering where they are adding value, either to the business or in the case of accounting firms and bureaus their customer base.

On the later, a significant sector is small and medium businesses who, due not only to recruitment issues but also a lack of funds, are finding it more and more difficult to retain or recruit internal skilled talent, and this is where bureau and accounting firms step in and make a difference through increasing value through knowledge, skills, process and reinforcing long-term relationships.

Whenever we see feedback from business, the main area will always be cost, but this has to go hand-in-hand with trust, compliance, and knowledge and whether your in-house or supplying service, these have to be a key focus of any payroll department.

Due to this, your team is key to any deliverables, so where should the focus be, and how do you maintain a positive, content workforce? The start point is investment, not necessarily financial but in your people. Making them feel key to delivery and ensuring their development throughout their career is and has always been a basis for retention and improvement and there are several areas to consider.

Compliance knowledge is essential to any payroll professional due to the continual change, risk, and possible penalties that payroll and legislation creates.  That investment in updating knowledge through training, updates, and solutions such as that from The Payroll Centre to understand knowledge as well as managing knowledge gaps is the backbone of the role.

In this continually changing digital age, technology is central to modern payroll processing. Payrollers need to grasp standard software used at any office and these areas are a particular need when reviewing recruitment. In many cases however, this has to be in tandem with industry software specifically designed for processing payrolls to expedite payroll processes and perform their duties more effectively. 

Mathematic and problem-solving skills will always remain vital.  Even though we rely increasingly on technology and areas such as A.I to streamline and remove repetitive tasks, the payroller needs to be capable of solving any problems that may arise in a competent, logical, and efficient manner in conjunction with the ability to anticipate potential challenges that could complicate matters further.

A payroller must have other soft skills in their armoury, including good organisation given the nature and deadlines required, time management to ensure processing on time, but also the level of control to reduce stress and increase productivity, along with professional, strong, and knowledgeable communication skills whether they be written or verbal.

The last of these takes us seamlessly into customer service, the critical aspect to customers and clients from any service and is created not only through knowledge and mentoring, but also from the areas previously discussed. But none of this is achievable without focus. With the adoption of technology and strategic outsourcing of repetitive tasks we can give “front-line” staff the time to focus on effectively supporting both clients and customers. This can then create benefit from a loyal customer base, positive testimonials, and customer referrals, all of which will reflect positively on you and the department.

But why stop there. Staff need a sense of ownership and as a leader allowing initiative to thrive within the team is critical in their sense of involvement, and this includes recognising areas in your process that could be improved and producing effective solutions to resolve ongoing issues.