Finding Fulfilment in Payroll: A Professional’s Perspective
In this blog, we delve into the career journey of Corné Carter, a Client Payroll Specialist at Tugela People, as she reflects on her path into the payroll profession and the evolution of her role over the years. From her humble beginnings in secretarial school to navigating the complexities of modern payroll systems, Corné shares the challenges, insights, and lessons she's gathered throughout her career. With over two decades of experience, her journey is a testament to the growth and importance of payroll professionals in today’s business landscape.
How did you get into payroll, and what did that early journey look like for you?
Well, it wasn’t exactly planned! Payroll wasn’t seen as a career path back then as it is today, with apprenticeships and qualifications like the CIPP. Most of us just fell into it—and that’s exactly how it happened for me.
About 20 years ago, fresh out of secretarial school, I sent my CV to every agency I could find, eager to land my first full-time job. Then, one of the agencies called me with an opportunity. A client was looking for someone proficient with computers and quick to learn. That was me! After all, I’d spent all that time at secretarial school building those exact skills. I went for the interview, got the job, and just like that, I was in payroll. I never even worked as a secretary—I went straight into payroll, and I’ve never looked back!
So, what did “proficient at computers” actually mean when you started the job?
Well, back then, payroll was still a very manual process. People would physically drive out to collect timesheets, and then the real work began. You had to calculate everything manually, and that’s where being proficient came in. It meant entering all those timesheet values into the payroll software by hand—quickly and accurately.
We were processing payroll for about 4,500 people every month, and it all had to be done manually. You needed to navigate the software efficiently, follow each step of the process, and type at lightning speed while maintaining complete accuracy. It was intense, but those skills made all the difference!
Why do payroll professionals form such strong connections to their first software?
I've realised how attached I am to the first piece of payroll software I learned on. It’s like your first bike or car—it holds a special place because it’s where it all began.
VIP Payroll was my benchmark for good software, adaptable and customisable for its time. Sadly, it’s no longer available, replaced by more modern systems, but it set the standard for me. Back then, we didn’t even have the cloud—everything was clunky, and we were on dial-up! For me, VIP Payroll was my introduction to payroll. I learned everything on it, and as I grew more skilled, it felt like we were growing together. That connection stays with you because it’s tied to those early, formative experiences. It’s like your first love in the payroll world!
What makes a good payroll system?
A good payroll system must be adaptable, especially as businesses grow and regulations change. When I first started learning payroll, I focused on understanding the basics and connecting with the technology. Over time, I’ve realised how essential flexibility is in a payroll system. A good system evolves with the business, tackling new challenges and solving problems as they arise easier. As a payroll consultant, part of the job is to dive into the software, explore all its features, and use them to meet the new demands and regulations that come our way.
How do payroll professionals navigate grey areas and stay compliant?
As a payroll professional, it's not always about simply following the rules, as they’re not always clear-cut. Often, it comes down to how you interpret or apply the rules. There are times when the regulations are vague or open to interpretation, and that’s when things can get a bit grey. In those situations, I seek guidance or clarification from experts, such as an HR director or someone with a strong understanding of legal and payroll matters.
Payroll is rarely smooth sailing; new situations arise regularly, and I often have to undertake research, consult forums like the Payroll Centre or CIPP, speak with others in the community, and consult the legislation that is always available to make sure I’m on the right track.
Ultimately, I collect the necessary information, present it to those who need to approve it, and work together to determine the best course of action. This continuous process of learning, adapting, engaging with more knowledgeable colleagues, and expanding my expertise is what makes payroll exciting.
Why is there such a strong sense of community among payroll professionals?
Even though we may work for different companies or competitors, it’s a supportive network, and I believe it’s because we all recognise the importance of our role. My main clients are the employees, and my job is about more than just crunching numbers. I’m responsible for supporting their financial well-being and creating a stable work environment. When I do my job well, I help contribute to people’s happiness and security. Payroll is an intimate role—handling people's money—and that creates a deep connection among us.
I think trust is what really binds the community together. There’s a genuine sense of caring in getting it right, and that shared responsibility strengthens the bond within payroll. It’s different from other roles in business—it’s the responsibility we hold that makes it unique.
How does the pressure of perfect payroll impact you as a professional?
As a payroll professional, I am constantly under pressure to get everything perfectly right. I quickly learned it’s a detail-oriented, systematic role that demands focus. I’m driven by a need for clarity and precision, aiming for zero queries when finishing payroll. I’ve worked with many payroll professionals and found that most of us share this same drive for accuracy. We even double-check our work, sometimes manually, even when the system does the calculations.
It’s not just about checking payroll; it’s about checking the systems and flows, making sure everything is working as expected. I wouldn’t say I’m auditing my work, but I do ask others to review it for a second opinion. It’s a constant process of rechecking and ensuring everything is correct.
If I’ve done my job perfectly, there should be zero queries. However, it’s not always acknowledged, which can sometimes make the role feel a little lonely. But when I pick up the phone, it’s usually a happy employee who’s grateful for the work I’ve done. They know their pay is right and on time, every time, and that’s rewarding. My colleagues and managers notice the work, too, even if it’s not always verbalised. Being trusted to get things right is a great feeling—it shows that I’m good at what I do.
Throughout the month, I stay in touch with employees who need help understanding things like their taxes, and that ongoing interaction keeps the role engaging and rewarding.
What are the most common payroll queries you get from employees?
As a payroll professional, I often receive various queries from employees. The most common ones revolve around understanding pay slips and tax codes. A frequent issue is confusion about emergency tax codes, like the month-one or week-one code, and how these affect their pay. The tax system is complex; people can sometimes struggle to grasp the concept of tax codes and why they change, which can lead to misunderstandings.
Pensions are another common topic. Since third-party providers manage pensions, many employees don’t fully understand how their pension contributions work. As a payroll person, while I handle the payroll aspect, I often find myself guiding employees through pension-related questions, even though pension administration is a separate discipline.
To help educate employees, companies could consider implementing initiatives like employee introduction days or informational sessions that explain pay slips, tax codes, and pensions. This would empower employees to understand their financials better and reduce confusion about these essential aspects of their pay.
How important is accreditation?
Accreditation in payroll is important to me because, like many, I fell into the field without formal training. To fill knowledge gaps, I pursued CIPP accreditation. Payroll varies across companies, and adapting to new roles can be difficult without formal training. Accreditation not only enhances knowledge but also connects me with a wider community of payroll professionals, offering opportunities to share experiences, seek advice, and grow both personally and professionally.
How do you approach managing a new payroll for a client?
When I first look at a new payroll, I want to get a broad overview of how it's run. Payrolls vary significantly from one business to another, with different methods for paying employees, such as hourly, salary, or even varying systems like spreadsheets or time and attendance software. Understanding the unique way each company processes their payroll is key.
The next step is to identify the client’s pain points. Clients don’t typically come to us unless something’s not working, so I focus on understanding what’s causing their issues. After pinpointing these challenges, I look for ways to address and fix them, often by tailoring the payroll system to meet their needs. The goal is not to force drastic changes but to adapt the system to work more efficiently and smoothly while also making the client feel comfortable with the changes.
To get from “I think something’s wrong” to pinpointing exactly where the issue lies, I recommend running a parallel payroll. This means processing the same payroll in two different ways—using the current system and running it manually. This allows me to compare the results and find discrepancies that may point to errors or inefficiencies in the process.
An important part of the parallel run is removing any processes or background calculations that might be affecting the payroll. When you do a parallel run, you're essentially starting from scratch on one side, without the influence of any legacy or historical settings that could be causing errors. This gives you a cleaner, more accurate view of what’s happening.
A parallel run may seem time-consuming, but modern payroll software simplifies the process with easy data uploads and clean processing. This allows me to focus on comparing results, like tax calculations and pay elements, and quickly identify any issues. Ultimately, it ensures the payroll process is efficient, accurate, and aligned with the client’s needs.
What advice would you give to someone starting out in payroll?
If you're starting your career in payroll, I would advise having a clear goal in mind. Think about where you want to go—do you want to be a payroll administrator, manager, or work in a payroll bureau? Maybe you’d like to work for a large corporation or even internationally. Having a plan will guide your path.
Plenty of training and qualifications are available, so take advantage of them. Keep learning and stay on top of industry changes. Building a network of friends and colleagues in payroll can also be invaluable. Sign up for forums, attend events, and continue your education throughout your career.
If you’re unsure whether payroll is right for you, consider these questions: Do you enjoy working with numbers? Do you find satisfaction in seeing a process through from start to finish? Payroll often involves a clear, structured process, and seeing it completed can be very rewarding. Additionally, payroll involves helping people get paid correctly, which can be fulfilling if you enjoy working with people and ensuring their happiness.
If these qualities resonate with you, payroll might be a good fit!
Final Thoughts
I think the perception that payroll is boring comes from a personal perspective. It might not feel very interesting if you don’t enjoy the details and intricacies of payroll or the constant changes. But if you like problem-solving, learning, and interacting with people, it can be really exciting. Payroll is anything but boring—there’s always something new, and the work evolves with every month.
As for why payroll might have that perception, I believe it's because it’s often associated with office work, typically a 9 to 5 routine. Also, the process of running payroll is cyclical—it has a start and end date, which might seem repetitive. But in reality, the tasks themselves change all the time, even if the timeline stays the same. The challenges and learning opportunities in payroll are what make it dynamic and interesting.
About Corné:
With 20 years of payroll experience in South Africa and the UK, Corné has cultivated a wealth of knowledge and skills, ranging from auditing and management to multilingual capabilities. Her expertise spans diverse payroll systems, ensuring compliance and efficiency across various regions. Equipped with advanced qualifications from the Chartered Institute of Payroll Professionals (CIPP) and The Payroll Centre, Corné’s dedication to continual learning and excellence is evident in her approach to payroll management. Her extensive experience and diverse skill set make her a seasoned professional, capable of navigating complex payroll challenges and driving success in any payroll environment.
Looking for Payroll Support or Advice?
If you're looking for support or advice on managing your payroll, we’re here to help. At Tugela People, we offer tailored payroll services in the UK and global solutions that fit the unique needs of your business. Whether you're managing payroll locally or internationally, we’ve got you covered with a personal touch to ensure everything runs smoothly. Reach out to us today, and let’s talk about how we can make payroll easier for you.