Payroll Manager (Payroll Manager Service)
Location
Farnborough, Hampshire | United Kingdom
Job description
About the role
In this role you will work as part of the broader Payroll Centres of Excellence Management team on projects to develop & execute consistent processes, technologies, and customer engagement to actively address service quality, performance, accuracy, and timeliness.
You'll take ownership and accountability for your allocation of clients, as well as deputising for the Senior Payroll Manager as required.
You will manage the team (if applicable) to create a positive and accountable culture, working as “One SMB Team” with other departments, divisions both onshore & offshore.
Key responsibilities include:
Delivery of a high quality Customer Service to improve CSAT
- Align to the Customer Service Model – aligning skills, competencies, and capacity to best meet the needs of the customers.
- Work with the onshore & offshore team to deliver quality customer service, on-time and accurate. Manage resources to meet/exceed delivery schedules.
- Manage the customers to control quality & format of client input and reduce delays in processing.
- Work with the Implementation team to proactively manage customer onboarding - through the implementation process, into first run and then into BAU.
Develop a service excellence culture to drive retention & revenue
- Adhere to customer service standards and training to up-level the quality of service offered (onshore & offshore).
- Meet departmental and service delivery KPIs & quality standards for the team.
- Implement specific improvement plans for individuals, teams, or clients when delivery falls below the expected standards.
- Review and act upon all customer feedback, acting as a primary point of escalation for the client and make or execute recommendations for action / improvement.
- Take ownership of service improvement initiatives driven out of the Moorepay customer satisfaction surveys.
- Contribute to all customer communications for Payroll clients working across both onshore & offshore team. Ensure all customers are kept up-to-date as appropriate through regular meetings and communications on any changes that affect them.
Building a high performing Payroll Centre of Excellence team
- Contribute and support a culture improvement project to develop a positive work environment with a strong “One SMB team” ethos.
- Develop a strong performance culture with clear goals & objectives and KPIs for each team member and conduct monthly 1-1s with all team members.
- Recruit, retain and develop top talent into the SMB Team while also managing under-performance.
- Ensure resource levels are aligned to demand and the budget with the right skills, experience & qualifications.
- Develop a culture of continuous improvement with all staff undertaking personal development either as part of their role, through online or face-to-face courses and mentoring/coaching.
- Empower, inspire & motivate the Payroll Centre of Excellence team to sustain high levels of productivity, professionalism, and morale.
Skills & experience
Skills and experience
- CIPP qualified (or equivalent), or relevant experience working at that level.
- Proven ability in building and managing a high performing team - working onshore & offshore.
- Proven ability in building positive customer relationships.
- Proven commercial ability to manage and control budgets.
- Experience working with Payplan and MoorepayHR platforms desirable.
- Experience of operating within an outsourcing payroll service provider desirable.
Benefits & culture
Part of the Zellis Group,Moorepayisa team ofover500friendly professionalsacross four offices in Swinton (Manchester), Sheffield, Farnborough and Kochi (India).We’repassionate about making Moorepay a fantastic place to work for every single one of our colleagues.The average length of service at Moorepay is 12 years, which speaks for itself!
To help make Moorepay such a great place to work, we focus on three things in our company culture: mental health support, maintaining a healthy work/life balance, and equal opportunities and inclusion for all.
Here’s what you’ll gain if youjoin our team:
- A career packed with opportunity, in a stable and growing company.
- A comprehensive programme of learning and development.
- Competitive base salary.
- 25 days annual leave, with the opportunity to buy more. You’ll even get your birthday off as well!
- Private medical insurance.
- Life assurance 4x salary.
- Enhanced pension with up to 8.5% employer contributions.
- A huge range of additional flexible benefits across financial & personal wellbeing, lifestyle & leisure.
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