Introduction At IBM CIC, we provide technical and industry expertise to a wide range of public and private sector clients in the UK. A career in IBM CIC means you'll have the opportunity to work with leading professionals across multiple industries to improve the hybrid cloud and AI journey for the most innovative and valuable companies in the world. You will get the chance to deliver effective solutions, driving meaningful business change for our clients, using some of the latest technology platforms. Curiosity and a constant quest for knowledge serve as the foundation to success here. You'll be encouraged and supported to constantly reinvent yourself, focusing on skills in demand in an ever changing market. You'll be working with diverse teams, coming up with creative solutions which impact a wide network of clients, who may be at their site or one of our CIC or IBM locations. Our culture of evolution centres on long-term career growth and development opportunities in an environment that embraces your unique skills and experience. We offer: * Many training opportunities from classroom to e-learning, mentoring and coaching programs and the chance to gain industry recognized certifications * Regular and frequent promotion opportunities to ensure you can drive and develop your career with us * Feedback and checkpoints throughout the year * Diversity & Inclusion as an essential and authentic component of our culture through our policies and process as well as our Employee Champion teams and support networks * A culture where your ideas for growth and innovation are always welcome * Internal recognition programs for peer-to-peer appreciation as well as from manager to employees * Tools and policies to support your work-life balance from flexible working approaches, sabbatical programs, paid paternity leave, maternity leave and an innovative maternity returners scheme * More traditional benefits, such as 25 days holiday (in addition to public holidays), private medical, dental & optical cover, online shopping discounts, an Employee Assistance Program, life assurance and a group personal pension plan of an additional 5% of your base salary paid by us monthly to save for your future. Your role and responsibilities We are seeking an experienced and initiative-taking Payroll Team Leader to oversee the delivery of accurate, compliant, and customer-focused payroll services. This role is responsible for managing day-to-day operations, supporting, and developing team members, and ensuring that processes run efficiently in line with legislation, policies, and service standards. Key Responsibilities Customer Service * Deliver responsive, efficient, and positive service to internal and external stakeholders. * Set clear expectations with customers and ensure follow-through. * Adapt communication style to suit varying levels of technical understanding. * Maintain consistently high levels of customer satisfaction. Payroll Expertise * Resolve payroll queries from employees, HMRC, and third-party providers. * Provide advice and guidance on payroll legislation. * Oversee the running of Oracle Payroll and associated tasks. * Ensure compliance with payroll processes, policies, and ISMS standards. Reporting & Documentation * Deliver scheduled payroll reports and support service delivery reporting. * Document customer processes, workflows, and changes to ensure clarity and compliance. Team Leadership * Plan team workloads, allocate tasks, and manage monthly checklists. * Supervise data input, monitor SLA adherence, and ensure high service quality. * Conduct regular 1:1 catch-ups, performance development reviews, and set clear objectives. * Manage team performance, provide coaching, and support professional development. * Monitor annual leave and ensure effective team resource planning. Collaboration & Communication * Work closely with cross-departmental teams and external customers to ensure smooth operations. * Support customer onboarding activities and user acceptance testing (UAT). * Perform UAT for payroll system changes and updates. Continuous Improvement * Identify and implement process improvements to enhance payroll service delivery. * Foster a culture of continuous improvement within the team. Compliance & Confidentiality * Always safeguard data confidentiality. * Ensure strict adherence to ISMS standards, GDPR, and company policies. Required technical and professional expertise * Strong background in payroll operations, ideally with Oracle Payroll experience. * Proven leadership skills with experience in managing, coaching, and developing teams. * Excellent communication and interpersonal skills, with the ability to adapt to different audiences. * Strong organisational skills with the ability to manage multiple priorities. * Knowledge of payroll legislation, compliance standards, and best practices. * An initiative-taking approach to problem-solving and process improvement. IBM is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.