About the role
As a Strategic Payroll Manager for Moorepay, you'll be responsible for handling a portfolio of clients, making decisions based on your knowledge and experience, delivering every aspect of the strategic payroll service. You will be a subject matter expert on our payroll and our systems, focused on service delivery and providing a great client experience.
In this role, you'll work from our Swinton offices on a hybrid basis, Tuesday-Thursday office-based with Monday & Friday working remotely.
Key responsibilities include:
1. Managing a portfolio of clients, ensuring their payrolls are fulfilled timely, accurately, and securely.
2. Answering client queries about their Payroll or Moorepay systems via email and telephone, within service level agreements, striving for client advocacy and first contact resolution.
3. Owning and taking responsibility for the client journey, always ensuring service excellence.
4. Helping clients understand how best to use their Moorepay Software to support their business needs.
5. Sharing knowledge and expertise with onshore and offshore colleagues, striving for a consistent client experience.
6. Managing customers to control quality and format of client input and reduce delays in processing.
7. Working with the Implementation team to proactively manage customer onboarding, through first run into BAU.
8. Meeting departmental and service delivery KPIs and quality standards for the team.
9. Implementing specific improvement plans for individuals, teams, or clients when delivery falls below the expected standards.
10. Reviewing and acting upon all customer feedback; acting as a primary point of escalation for the client and making/executing recommendations for improvement.
11. Taking ownership of service improvement initiatives driven out of the Moorepay customer satisfaction surveys.
12. Liaising with internal stakeholders, within Operations, Sales, Client Success, Marketing, and Technology, to help manage client payrolls.
13. Using the CRM to record details of all client interactions.
14. Possessing full awareness of specific client requirements and ensuring these are documented within the payroll system.
15. Completing all set tasks accurately and efficiently, adhering to deadlines, instructions, policies, and procedures and training as appropriate.
16. Conducting account client reviews.
17. Raising system bugs and improvement ideas with technical support.
18. Working closely with payroll processors (based in Kochi, India).
19. Sharing ideas to help improve processes.
20. Keeping up-to-date with payroll trends, product enhancements, industry developments, and HR legislation.
Skills & experience
1. CIPP qualified or equivalent, or working at that level.
2. Previous experience in delivering fully managed payroll services.
3. Proven ability in building and managing a high-performing team - working onshore and offshore preferred.
4. Excellent ability in building positive customer relationships.
5. Proven commercial ability to manage and control budgets.
6. Excellent interpersonal and communication skills.
7. Moorepay HR expertise or alternate platforms (desirable).
8. Experience of operating within an outsourcing service provider (desirable).
9. Experience in managing large transition projects (desirable).
10. Eager to learn and develop.
11. Great coaching and mentoring skills.
12. Highly organised and methodical in your approach.
Benefits & culture
Part of the Zellis Group, Moorepay is a team of over 500 friendly professionals across four offices in Swinton (Manchester), Sheffield, Farnborough, 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:
1. A career packed with opportunity, in a stable and growing company.
2. A comprehensive programme of learning and development.
3. Competitive base salary.
4. 25 days annual leave, with the opportunity to buy more. You’ll even get your birthday off as well!
5. Private medical insurance.
6. Life assurance 4x salary.
7. Enhanced pension with up to 8.5% employer contributions.
8. A huge range of additional flexible benefits across financial & personal wellbeing, lifestyle & leisure.
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