Claire
McDonald

WHO I HELP

SMEs. Large organisations.

HOW I HELP

Payroll processing. Support with any payroll-specific queries such as tax calculations, tax codes. Support with any HMRC payroll-related queries such as PAYE liability. Answering any ad hoc queries.

SECTORS/SUPPORT

Energy. Family Business. Technology. Work closely with Corporate Benefits and Global Employment Taxes teams.

“OUR PAYROLL TEAM WORKS CLOSELY WITH OTHER DEPARTMENTS TO ENSURE THAT EVERYTHING COMES TOGETHER AS IT SHOULD.”

As an assistant manager in our Payroll team, Claire McDonald’s role requires her to support colleagues with processing, job allocation, technical issues to an escalation point, and everything in between.

She is responsible for inputting ideas and thoughts on how the team can improve processes and how she can better support the team. She is also responsible for processing her own portfolio of clients, including clients in the energy sector, the cleaning sector, manufacturing, and technology consultations.

Claire is dedicated to providing support to clients and colleagues wherever she can.

FULL MUTUAL UNDERSTANDING

“An ideal client relationship would be one in which both parties communicate with each other with ease, keeping all communications clear and effective, and maintaining a consistent flow of communication to have a thorough understanding of each other’s processes, deadlines and expectations so that both parties can fulfil their end of the deal. Having a greater understanding of each other’s roles and processes allows each party to provide exactly what each other needs resulting in a smoother relationship. Working together when a process needs to be adapted or changed to come to a new solution that works for both sides.”

ENSURING CLIENTS FEEL HEARD & VALUED

“I think clients should receive the same basic customer expectations that we all have when we use a service, which is to feel that they have been heard, understood, appreciated and valued. It’s important that clients feel that – no matter what the engagement with us is – that it is an easy process for them, without any friction. It’s also important that clients feel secure that they have made the right choice in using our services and have a feeling of trust that their engagement will be carried out in a professional manner.

SOLVING PROBLEMS & SUPPORTING COLLEAGUES

“For me, the most satisfying aspect of working with clients is building a positive relationship with them. I love being able to help them solve a problem that they may be having.

The most satisfying aspects of working with colleagues is, similarly, getting to know everyone and building a good colleague relationship. I enjoy being part of a team where colleagues bounce ideas and knowledge off each other and support each other.”

MUTUAL BENEFITS OF VIRTUAL COMMUNICATION

“In my opinion I think virtual forms of communication can work to both clients and our own advantage a lot of the time. However, there are always going to be instances where an in-person meeting is going to be best. I would therefore say that the perfect balance would be for virtual forms of communication to be used in the day-to-day running while making the client aware from the offset that should they prefer or need an in-person meeting at any time, this will of course be available to them.”

SEEKING CLARITY & FACILITATING UNDERSTANDING

“Sometimes, we receive somewhat unclear information or instructions from the client. To resolve this challenge, I would seek the clarification that I require and then look to see if there is a requirement to adjust how the information is provided. Occasionally a lack of understanding occurs and, in these circumstances, I would explain the requirements and legislation if needed, and the process at our end if required, to help the client gain a better understanding all round.”

Clients are also sometimes unfamiliar with where payroll ends and other areas come into play such as HR, employment law, tax advice, pension advice etc. When a request comes up that falls into another area of expertise, I communicate with the client to let them know as much as possible on where the limitations of payroll lie and offer to put them in touch with our other lines of service who would be able to help.”

EMBRACING NEW TECHNOLOGY

“The most exciting aspect of being part of AAB is the growth of the group, and how much it embraces new technology. I think seeing how automation can help alleviate some of the more time-consuming aspects of payroll and how this could also work to allow AAB to grow is a huge topic and is very exciting.”

WORKING COLLABORATIVELY

“Our payroll team works closely with other departments to ensure that everything comes together as it should. For example, I have worked closely with Corporate Benefits several times in order for both departments to get a better understanding of a clients Pension Schemes and we continue to work with each other continually. I find it gives you a keener sense of clients needs outside of your own area of expertise resulting in making the client aware of the other areas that we can offer a service for. I find it also gives you a broader understanding of any impact that something may have on other areas resulting in all aspects being processed accurately.

NOT “JUST” PAYROLL

“I dislike that the majority of accounting businesses have a view of payroll as being “just” payroll, and a lesser part of the business. It’s such a crucial aspect of any business to get right. There also seems to be a common lack of understanding on how much knowledge a payroll professional needs to have – it’s definitely not just a case of ‘pressing a button’!”