The payroll ecosystem for Irish companies is increasingly complex, and hardly a Budget goes by that doesn’t bring about another shift. Zellis’ tech-enabled managed payroll services future-proof payroll operations by mitigating risk, enhancing quality, and driving efficiency.

Best-of-breed technology powers managed payroll services

With advanced features and digital tooling, our best-of-breed payroll platform is highly configurable and scalable, meeting the most demanding business needs. The technology enables customers to stay compliant and ahead of legislation, while also creating a differentiated colleague and manager experience by using technology to power the managed services.

Pamela Cryan, Service Delivery Director at Zellis Ireland, explains:

We’re harnessing powerful technology to deliver exceptional experiences for employees and colleagues. Rather than picking up a phone every time they’ve got a query, they can use self-service apps like MyPay. We’re moving from flat payslips to interactive pay information, so employees can really understand their pay and any changes to it month to month. The new Managed Services AIR offering harnesses our AI and realtime payroll solution, delivering enhanced levels of accuracy and flexibility thanks to AI and realtime payroll.’ “

Zellis’ award-winning software includes a mobile app to enable payroll at the fingertips, and the MyView self-service portal that allows expenses to be uploaded and paid directly out of payroll. The Zellis Portal is being rolled out in Ireland over the next two years, providing another interactive tool for customers to upload their own data, view payroll in real time, and see their reports and service packs. This will also benefit from new features and solutions resulting from the impending technology innovation.

Dedicated customer service

When it comes to the level of quality and experience that Zellis wants to deliver, we go above and beyond the industry standard. Many providers quote 99% payroll accuracy, but our managed services teams aim higher, as Pamela explains:

We strive to have this really high degree of payroll accuracy for our customers. We’re aiming for 99.5% at a minimum and not 99%, because that falls really short in our minds.”

Zellis measures performance through transactional net promoter scores (tNPS), a type of customer metric. The expected tNPS result for someone calling the help desk is 90-plus points and case management is in the 70-plus range – these are world-class benchmarks. We invested in a customer success programme some time ago, creating a taskforce to listen to, understand, and genuinely meet customer needs.

Within the customer success team, each customer has a dedicated manager who acts as ‘the true voice of the customer’ to ensure a great experience. These customer success managers gather customer feedback on both a day-to-day basis and through the quarterly brand NPS surveys that underpin the managed payroll services.

managed payroll services ireland

We’re not just trying to be as good as the other providers in Ireland: we want to be better than anyone because we’re super-focused on the employee experience and what it means to the employee. We use a combination of really powerful technology, coupled with a very human touch from our delivery team, to create a great employee experience overall.”

Pamela Cryan, Service Delivery Director at Zellis Ireland

This all feeds into continuous improvement activity, which can be anything from small tactical enhancements to more strategic initiatives.

Up-to-date, in-depth legislation and compliance expertise

Within the unique Irish context, Zellis works closely with the Irish Revenue Commissioners as well as the Irish Payroll Association and the Payroll Software Developers Association. The close relationship between our legislation experts and the authorities and regulatory bodies means we can react very quickly to changes and subsequent adjustments.

Claire Grant, Head of Shared Services, elaborates:

‘We’re constantly in a cycle of getting up to speed as payroll legislation is evolving so quickly. The job of our legislation experts is to make sure that we’re staying very closely aligned with the authorities and to work with them to provide a product that’s not just compliant with the legislation, but is also practical. Our clients can be confident that we have a head start because it’s our sole remit and we’re getting first-hand information ahead of time.’

Tech-driven customer experience

Zellis creates a single experience for employees that embraces the power of available technology, by integrating employee recognition software into managed services and wrapped in a VHI function that is automatically deducted from payroll, for example. Clients therefore don’t need to operate across multiple vendors and software – it’s all at one touch of a button.

The driving principle is customer choice and experience, concludes Pamela:

‘We want to create a rich multi-choice environment that allows customers and their employees to contact us through the types of channels that are most appropriate for them. Our solutions range from live chats and phone to case management. As modern technology continues to evolve and improve, we’re continuing to flex and modify how we deliver our services to make sure they’re always fresh and in keeping with normal consumer experiences.”

Discover our managed payroll services

With more than 60 years of payroll experience and expertise, Zellis pays out €3 billion annually through managed payroll services in Ireland. Our 56 clients range in size from 50 to 45,000 employees, which equates to nearly 100,000 payslips a month.

More than 40 staff deliver these flexible services 24 hours a day, 365 days a year, with support from up to 700 Zellis colleagues.