Payroll Services Best Practices

Karen Kelley and Brandon Kahele

By: Karen Kelley and Brandon Kahele

Introduction from Mark Zisholtz:

It is difficult to overstate the importance of a seasoned, hands-on team of professionals to manage a large payrolling program. Currently, HireGenics manages more than 35 payrolling accounts with large clients, and has, through hard work and a client-centric approach, established a stellar reputation. For this month’s blog article, I decided to ask two of our senior Operations professionals to list their best practices, with a focus on the importance of communication protocol and how important that is to the overall success of a program.


(as told to me by members of our senior Operations team)

Initial Contact to Ensure Assignment Alignment

- Extend formal job offer via phone to establish relationship from day one and to mitigate co-employment risks

- Introduction of designated point of contact for each new employee

- Support and guidance provided by that POC throughout onboarding process to ensure compliance

Continued Contact to Ensure New Employee Assimilation

- Instruction provided on paperless onboarding system (if applicable); completed via computer, smart phone, or smart device

- Instruction re: time reporting process to ensure prompt weekly payments

- Instruction re: accessing pay information, history, and tax records

First Week Checkpoint to Ensure New Employee Satisfaction

- Provide opportunity for questions to be asked and answered

- Clearly define expectations

- Gather feedback on the onboard process; continuous process improvement is key

- Assess employee satisfaction with the actual job duties, expectations, and environment

Spontaneous “Thank You” Calls Throughout the Duration of the Assignment

- Defined by client culture; may be calls, one-on-one, group meet and greet, etc. In person is almost always the best option, if feasible and consistent with client culture

- Provide opportunity for and encourage candid employee feedback

- Focus on maintaining strong employee/employer relationship

Additional Recognitions Throughout the Duration of the Assignment

- Defined by client culture; may be birthday recognition, exceptional performance, anniversaries

- Maintain Employer of Record relationship

- Promote atmosphere of “team” as opposed to “contractor;” this is another key component of a successful long-term payrolling relationship

Rapid Response to Concerns via 1:24 Rule

- Contact employee within one business hour of notification of their issue to acknowledge receipt

- Contact employee within 24 hours with resolution or plan of resolution

Communication and Management of Contract Changes, End Dates, and Extensions

- Always keep employee informed of potential and impending contractual changes/end dates, etc.

- Obtain clarity from client before communicating any requested changes to employee

- Communicate with employee to understand contractual and assignment preferences, and communicate with client accordingly

- Provide full support and reassignment assistance (if applicable) for end of assignment


- Secure updated resume from employee for reassignment database

- Discuss redeployment possibilities with client and/or MSP; convey to employee

- Maintain relationship with employee post assignment

About the Authors:

Karen Kelley, Director of Operations at HireGenics, is a 22 year industry veteran. She is responsible for developing strong program teams and facilitating continuous process improvement across all of HireGenics’ payrolling accounts.

Brandon Kahele, Program Director and Operations Trainer, is a 10 year industry veteran. He manages HireGenics’ largest payrolling accounts and reports into Karen Kelley. He is responsible for managing program teams, building client relationships, identifying best practices and implementing improvements, and training the Operations team of Program Managers and Program Associates.