Payroll Manager – Remote
Payroll Manager
1. Type: commercial
2. Firm: Commercial
3. Salary: up to £40,000 + good benefits package + remote working
4. Location: Farnborough, Surrey
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 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
5. Align to the Customer Service Model – aligning skills, competencies and capacity to best meet the needs of the customers.
6. Work with the onshore & offshore team to deliver quality customer service, on-time and accurate.
7. Manage resources to meet/exceed delivery schedules.
8. Manage the customers to control quality & format of client input and reduce delays in processing.
9. 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.
10. Adhere to customer service standards and training to up-level the quality of service offered (onshore & offshore).
11. Meet departmental and service delivery KPIs & quality standards for the team.
12. Implement specific improvement plans for individuals, teams or clients when delivery falls below the expected standards.
13. 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.
14. Take ownership of service improvement initiatives driven out of the customer satisfaction surveys.
15. Contribute to all customer communications for Payroll clients working across both onshore & offshore team.
16. 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
17. Contribute and support a culture improvement project to develop a positive work environment with a strong “One SMB team” ethos.
18. Develop a strong performance culture with clear goals & objectives and KPIs for each team member and conduct monthly 1-1s with all team members.
19. Recruit, retain and develop top talent into the SMB Team while also managing under-performance.
20. Ensure resource levels are aligned to demand and the budget with the right skills, experience & qualifications.
21. 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.
22. Empower, inspire & motivate the Payroll Centre of Excellence team to sustain high levels of productivity, professionalism, and morale.
23. Skills and experience
24. CIPP qualified (or equivalent), or relevant experience working at that level.
25. Proven ability in building and managing a high performing team – working onshore & offshore.
26. Proven ability in building positive customer relationships.
27. Proven commercial ability to manage and control budgets.
28. Excellent interpersonal and communication skills.
29. Experience working with Payplan and HR platforms desirable.
30. Experience using other platforms also useful.
31. Experience of operating within an outsourcing payroll service provider desirable.
PLEASE CONTACT SHARON DEACON FOR MORE INFORMATION