Job Profile
Payroll Operations - Payroll Management
Title
Payroll Team Manager (Strategic Accounts)
Contract Type
Permanent
Hours per week
37.5
About the role
As a Payroll Team Manager you'll be responsible for the management of a team and also a portfolio of clients with high value. You'll focus on retaining and improving the revenue assigned to these accounts.

You'll be responsible for managing team performance, handling a portfolio of clients yourself, making decisions based on your knowledge and experience, delivering every aspect of the managed service. You will work as part of the broader Payroll Centres of Excellence Management team on projects to develop and execute consistent processes, technologies and customer engagement to actively address service quality, performance, accuracy and timeliness.

Key responsibilities include:
People management (~6 direct reports)

Aligning skills, competencies and capacity to best meet the needs of the customers.
Working with the onshore and offshore teams to deliver quality customer service, on-time and accurate.
Managing resources to meet/exceed delivery schedules.
Managing customers to control quality and format of client input and reduce delays in processing.
Working with the Implementation team to proactively manage customer onboarding, through first run into BAU.
Meeting departmental and service delivery KPIs and quality standards for the team.
Implementing specific improvement plans for individuals, teams or clients when delivery falls below the expected standards.
Reviewing and acting upon all customer feedback; acting as a primary point of escalation for the client and making/executing recommendations for improvement.
Taking ownership of service improvement initiatives driven out of our customer satisfaction surveys.
Contributing to all customer communications for Payroll clients working across both onshore and offshore teams.
Ensuring all customers are kept up to date as appropriate through regular meetings and communication on any changes that affect them.
Contributing to and supporting a culture of continuous improvement, one that creates a positive work environment.
Developing a strong performance culture with clear goals, objectives and KPIs for each team member.
Recruiting, retaining and developing top talent while also managing poor performance.
Empowering, inspiring and motivating the Payroll Centre of Excellence team to sustain high levels of productivity, professionalism and morale.

Skills and experience

CIPP qualified or equivalent, or working at that level.
Previous experience managing a team.
Proven ability in building and managing a high performing team.
Previous experience in delivering fully managed payroll services.
Excellent ability in building positive customer relationships.
Proven commercial ability.
Excellent interpersonal and communication skills.
Experience of operating within an outsourcing service provider (desirable).
Experience in managing large transition projects (desirable).

Here’s what you’ll gain if you join our team:

A career packed with opportunity, in a stable and growing company.
A flexible benefits package where you can choose your own tax-free benefits. From insurance and the Cycle to Work Scheme, to travel benefits and holiday trading - there’s something for everyone.
A comprehensive programme of learning and development.
Generous pension contributions.
A competitive base salary.