GLOBAL INSURANCE GIANT BREATHES EASY DURING MIGRATION OF 

GLOBAL SHARED SERVICE CENTRE

CLIENT PROBLEM
A worldwide leader in insurance and asset management decided to migrate its global shared services centre from Hong Kong to Kuala Lumpur. The step was in keeping with the company’s long-term strategic plan of innovation and technological advancement in Asia. As a multinational serving 108 million customers across 57 countries, the client was looking for a credible payroll outsourcing partner who could handhold them as they forayed into Malaysia in 2017.
The company deals with services and products in the range that includes property-casualty, life and savings as well as asset management. Their solid presence in the Asia Pacific region was the prime reason that reinforced their trust and keenness to further explore new markets and relocate their workforce to those new territories.

PAIN POINTS

• Sensitive to Higher Costs in Certain Asian markets
• Zero Information on the Compliance Landscape in Malaysia
• Less Support in Terms of Employee Mobility within Asia
• Lack of Secure, Trustworthy and Automatic Online Payroll System

PROPAY’S SOLUTION
The client discovered Propay Partners through its allies and tasked us to ensure that no stone was left unturned in the migration of its shared services centre. We understood their need for a transparent outsourcing partner who they could depend on for any kind of trivial or elementary information surrounding payroll and compliance.

For a start, we flew our tax consultants to their office in Hong Kong to train them on Malaysian tax systems so that they could have a well-rounded background in compliance before their transition. This was a novel and extraordinary experience for us, and we made sure that we gave them 12 months of unlimited tax advisory for all their expat staff who were moving from Hong Kong to Kuala Lumpur. 

We also made sure the salaries of their personnel were not affected during this period. The client was also given a comprehensive payroll plan so that their pioneer team members could access touchpoints without any external support. Our collaboration with the company brought down their internal payroll costs significantly through guaranteed meeting of timelines, constant reporting as well as flagging of issues.

RESULT
During the initial days when the client had no other support, Propay Partners helped activate operations by collaborating with the client’s stakeholders in Hong Kong and India to launch their shared services centre’s statutory onboarding and compliance framework in Malaysia. Since then, we have become the client’s go-to-partner for all kinds of payroll issues. Our competency and reliability have won their hearts from day one, helping our partnership grow stronger and better to date.