In this role you will report to the Head of Client Experience, supporting and leading the team leaders to maximise the team’s effectiveness and efficiency, provide a professional service to our clients and deliver an exceptional client experience. You will be experienced in managing an operation and led change to ensure efficient, right first-time service delivery and a great client experience. Key Accountabilities: • Lead a department of payroll managers and advisors who have a range of experience to ensure clients’ payroll information is managed timely, accurately, and securely. • Introduce and manage proven operational practices and KPIs to ensure business objectives are delivered. • Understand the drivers of employee engagement and help create an engaging department. • Motivate a quality and client focussed team to deliver against business requirements in line with our values and processes. • Build and maintain a culture of ownership and accountability within the payroll teams. Ensure individuals take the initiative and follow-through the delivery of an outcome, even where others have a role to play. • Develop a collaborative culture, drive cross sharing of expertise to broaden individual capability, to reduce reliance on individuals. • Identify and deliver service improvement activity across payroll operations using process improvement methodologies. • Monitoring of controls and regular auditing to check quality and completeness. • Identify process deviations and trends and deliver continuous improvements. • Monitoring and delivery of contractual obligations. • Own the delivery of improvement initiatives and projects. • Contribute commentary and insights for internal weekly and monthly business reviews. • Drive ideas from inception to delivery, with the ability to provide clear and robust metrics to confirm success. • Deal effectively and efficiently with issues and incidents, by being part of the mitigating solution. • Monitor transactional customer/colleague NPS, ensure feedback loops are completed through the team, build on the overall feedback and implement strategies to improve. • Hold regular 1-1s providing feedback on performance against objectives and key results (OKRs). • Demonstrate high standards of conduct, leading by example in line with our values, which are not compromised even in challenging circumstances. What we’re looking for: • You have experience managing a service operation, handling high volume and complex processes • You have experience building and managing engaged and high performing teams You’ll lead by example, role modelling the right behaviours in line with our values You’re customer-centric and able to drive a culture where employees focus on creating the best experience for clients • You’re a good communicator (written and verbal) and you’ll be able to build trusted relationships with colleagues and clients • You enjoy problem solving • You have good attention to detail • You’re organised and methodical • You’re comfortable working to deadlines and SLA’s • Payroll experience and CIPP qualifications are desirable but not essential