About Paul Lakeland

Paul Lakeland is Client Experience Director for RSM’s Pay and People division. Our client experience sets us apart and Paul’s role is to continually improve how we deliver our services to strengthen client relationships. Covering the entire client journey, Paul makes sure every interaction is seamless, supportive and straightforward, so clients feel confident in choosing RSM. He works closely with our teams to listen to client feedback and ensure we’re always adding value.

Paul is passionate about helping clients and colleagues succeed. With over 17 years’ experience leading high-performing teams across software, technology and professional services, he has built his career on coaching, developing people and creating client-first strategies. Before joining RSM, Paul held senior leadership roles, where he focused on unlocking potential, building trusted relationships and driving long-term value. At RSM, he brings this same ethos to enhancing client experience and ensuring every interaction delivers meaningful impact.

“What inspires me most in my role is the opportunity to truly understand our clients and make a difference to their experience with RSM. Every client has their own journey and challenges. The reward for me is finding ways to make that journey smoother, more personal and more valuable. Payroll and HR can be a bit of a minefield, especially with ever-changing legislation and compliance requirements. My goal is to guide clients through this complexity with clarity and confidence, building trusted relationships, listening carefully to feedback, and working with our teams to ensure they always feel supported, informed and reassured.”

Paul loves spending time with his wife and his young son. He’s a big football fan – both playing and watching – and enjoys staying active with regular runs and workouts at the gym.

RSM timeline

• April 2025: joined RSM