ANNE KOENIG
@annekoenig
Payroll operations and client service leader with 20+ years driving compliant, data-driven HCM & SaaS delivery.
United StatesWhat I'm looking for
I bring a unique blend of payroll operations leadership, client-facing service delivery, SaaS operations, SLA/KPI governance, process transformation, and cross-functional partnership. With 20+ years of enterprise leadership and 19 years of progressive payroll leadership across corporate payroll, payroll tax, year-end processing, HCM systems, regulatory compliance, internal controls, and team development, I’m focused on payroll accuracy, strong controls, and sustainable performance.
As Director, Client Services at TELUS Health, I direct enterprise client delivery and service operations for an $11.5M portfolio, accountable for SLA performance, financial management, escalation management, and end-to-end client outcomes across complex retirement SaaS environments. I secured a 6-year enterprise renewal by orchestrating executive stakeholder alignment, delivering a complex payroll upgrade, and resolving 90+ critical defects—surpassing delivery targets by 45% and restoring client confidence. I also led post-go-live stabilization to reduce recurring issues by 25%, launched real-time SLA and workload dashboards to accelerate issue identification by 30%, and ensured annual processing of 330K tax slips, 450K statements, and 165K COLA calculations with 100% on-time delivery and full regulatory compliance.
Previously, I recruited to stabilize payroll operations after a Workday Payroll implementation at Abaco Systems, then led HR and Payroll across 5 locations in 28 states, supporting 500+ employees. I achieved 99% payroll accuracy and reduced W-2 corrections by 85%, implemented Workday Time-Tracking to advance payroll data accuracy by 15%, and redesigned post-implementation processes to cut transaction and workflow errors by 20%. Earlier still, I led Oracle Cloud Payroll transformations for 24,000+ U.S. employees, delivered 100% on-time implementation, and consolidated payroll operations across acquisitions while maintaining uninterrupted processing and full compliance.
Experience
Work history, roles, and key accomplishments
Director, Client Services
TELUS Health
Jan 2023 - Jan 2026 (3 years)
Directed enterprise client delivery and service operations for an $11.5M portfolio, owning SLA performance, financial management, escalations, and end-to-end outcomes across retirement SaaS environments. Secured a 6-year renewal by leading a complex payroll upgrade, resolving 90+ critical defects, and exceeding delivery targets by 45%, while reducing recurring issues by 25% and escalations by 15%.
Manager, HR and Payroll
Abaco Systems, Inc
Jan 2019 - Jan 2022 (3 years)
Stabilized payroll operations after a Workday Payroll implementation and led HR and payroll functions across 5 locations in 28 states. Achieved 99% payroll accuracy and reduced W-2 corrections by 85%, while cutting transaction/workflow errors by 20% through audit and process redesign and improving payroll data accuracy by 15% with Workday Time-Tracking.
Led client services and advisory operations for Fiserv’s largest financial services clients, driving service delivery transformation in a complex fintech environment. Re-engineered the support model to increase resolution speed by 35% and first-contact resolution by 20%, eliminated 40% of backlog in 90 days, and improved client satisfaction by 15%, contributing to an 8% lift in retention.
Senior Manager, Payroll Ops
LSC Communications
Jan 2017 - Jan 2018 (1 year)
Recruited to lead Oracle Cloud Payroll implementation and enterprise payroll transformation during a period of organizational change. Delivered Oracle Cloud Payroll with 100% on-time delivery, achieved a successful first payroll with <0.25% exceptions, consolidated payroll across 6 acquisitions within 90 days, and increased administrative efficiency by consolidating pay schedules and pay frequenci
Directed customer experience strategy and client experience delivery for a $300M SaaS portfolio in the HR & Benefits Services division. Compressed resolution timelines from 4–6 weeks to 1–2 weeks, freed 42K annual hours (20 FTE) via workforce optimization while sustaining SLA performance, increased client retention to 92%, and improved NPS promoter scores by 11 points.
Managed client services operations within a high-volume, multi-state contact center supporting enterprise clients across complex SaaS environments. Improved quality survey scores by 10%, increased client satisfaction by 15%, lowered early attrition by 18% while accelerating time-to-value by 25% through onboarding redesign, and raised resolution rates by 15% using workforce analytics.
Led a 16-member corporate payroll team responsible for accurate, compliant payroll delivery across the U.S., Canada, and Puerto Rico for 17,000+ ADP associates. Consolidated Western and Central payroll operations during a major transition, modernized processing by converting from DOS-based to internet-based payroll, and improved payroll service scalability through employee self-service, HR shared
Education
Degrees, certifications, and relevant coursework
Dominican University
Bachelor of Science, Business Administration
Earned a Bachelor of Science in Business Administration from Dominican University in River Forest, IL.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
Skills
Interested in hiring ANNE?
You can contact ANNE and 90k+ other talented remote workers on Himalayas.
Message ANNEFind your dream job
Sign up now and join over 250,000+ remote workers who receive personalized job alerts, curated job matches, and more for free!
