About the role
As a Shared Services Manager you'll report to the Head of Service Delivery, leading a team of 10-14 Payroll / HR / Pensions and operational experts, delivering effective processes, collaborative partnerships across the business, and maximising the effectiveness and efficiency of the team to provide a superior quality and highly responsive service to our customers.
As a Shared Services Manager in Moorepay, you'll be accountable for the end-to-end delivery of the service to your customers ensuring compliance with Moorepay standards and legislation.
You'll be the driving force behind accurate and timely management of the payroll / HR / pension services, case management (including chat queues and calls), and team efficiencies and communications with our customers, working to mitigate risk and continuously seeking opportunities for improvement. You'll manage and motivate a quality and customer focused team to deliver against business requirements in line with Moorepay values and processes.
Supported by teams in the UK, Ireland & India, you'll also hold overall line management responsibility for your local direct report team. You'll be a leader responsible for people development, individual career planning, skills assessment, training / knowledge upskilling, and performance management.
Your leadership skills and approach will be key to steering Moorepay in our aspiration of having highly skilled and knowledgeable colleagues, enabled by modern tools and ways of working, that add real value to customers.
Overall, you'll create a team culture that provides an outstanding customer experience and achieves the Moorepay vision for our services.
This is a full-time, hybrid role working 3 days in our Swinton office.
In this role your key responsibilities will include:
1. Organisation, workload management and resource planning of the team (tracking work allocation and reassigning any overdue tasks), whilst driving a people lead culture of development and high performance against a key set of objectives and milestones.
2. Ensuring a high quality of service is delivered to customers, including monitoring of controls and regular auditing to check for completeness.
3. Supporting the Customer Success Managers with customer improvements, initiatives and projects which arise, whilst monitoring and delivering against SLAs and KPIs.
4. Attending customer service review meetings as required, and contributing commentary and insights for the service packs.
5. Ensuring seamless updates, communications and cross team / site working takes place between all service delivery teams.
6. Acting as an escalation point for customer complaints, dealing effectively and efficiently with incidents, providing regular updates to internal teams and key stakeholders, and managing internal escalation of any business critical and major service delivery issues.
7. Supporting the onboarding of new / transitioning customers into live business-as-usual services.
8. Ensuring the Moorepay customer experience blueprint is adhered to and all service / process deviations are presented to the design authority / leadership team for approval.
9. Driving a people lead culture of development and high performance by leading initiatives to drive high levels of positive colleague engagement, and supporting and developing colleagues to achieve their career goals and objectives.
Skills & experience
* Positive attitude and energy, with a passion for building relationships.
* 3-5 years+ proven success in a leadership and people management role.
* Succession planning and development.
* Process optimisation knowledge and experience.
* Demonstrable delivery of continuous service improvement.
* Financial services, contact centre or similar shared services industry background.
* Positive role model for the team who leads by example.
* Record of people success and development.
* Good knowledge and experience of HR and payroll practices.
* Experience of managing complex and high-volume teams, performance management and objective setting.
* Effective communication skills to both internal and external stakeholders.
* Innovative and forward thinking about streamlining processes for ultimate efficiency.
* Ability to multitask, deal with complexity, and conflicting priorities / projects at the same time.
* Commercial awareness and experience working within an environment that manages by metrics, service levels / KPIs, and expected performance outcomes (e.g. same day response times).
* Outstanding customer service skills with the capability to engage with stakeholders at different levels.
* Accomplished at working effectively across teams in a matrixed, multi-geography operating model.
* Proven ability to identify opportunities for process improvements and to implement these successfully.
* Strong organisation and planning skills, effective time management and the ability to use efficient work methods and tools.
* Detail oriented, thorough and focused on all aspects of the job to ensure accuracy.
* Strong analytical skills.
* Ability to proactively plan resource and achieve highly multi-skilled teams with the agility and flexibility to meet multiple customer demands.
Benefits & culture
Part of the Zellis Group, Moorepay is a team of over 500 friendly professionals across four offices in Swinton (Manchester), Sheffield, Birmingham and Kochi (India). We’re passionate 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 you join 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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