About the role
As a Strategic Payroll Manager for Moorepay, you'll be responsible for managing a portfolio of clients, making informed decisions, and delivering comprehensive strategic payroll services. You will be a subject matter expert on payroll processes and our systems, focused on excellent service delivery and client satisfaction.
Key responsibilities include:
* Managing client portfolios to ensure timely, accurate, and secure payroll processing.
* Responding to client inquiries regarding payroll and Moorepay systems via email and phone within service level agreements, aiming for first contact resolution and client advocacy.
* Owning the client journey and maintaining service excellence.
* Advising clients on how to best utilize Moorepay Software to meet their business needs.
* Sharing expertise with onshore and offshore colleagues to ensure a consistent client experience.
* Managing client input quality and processing timelines.
* Collaborating with the Implementation team for client onboarding and transition into BAU.
* Meeting departmental KPIs and quality standards.
* Implementing improvement plans for individuals, teams, or clients when standards are not met.
* Reviewing customer feedback and acting as a primary escalation point, with recommendations for improvement.
* Driving service improvement initiatives based on customer satisfaction surveys.
* Coordinating with internal stakeholders across departments to support payroll management.
* Using CRM systems to record client interactions.
* Ensuring client requirements are documented within payroll systems.
* Completing tasks accurately and efficiently, adhering to deadlines and policies.
* Conducting client account reviews.
* Reporting system bugs and suggesting improvements.
* Working closely with payroll processors, including teams based in Kochi, India.
* Proposing process improvements and staying updated on payroll trends and legislation.
Skills & experience
* CIPP qualification or equivalent, or working towards it.
* Experience in delivering managed payroll services.
* Proven leadership in building and managing high-performing teams, preferably with onshore and offshore experience.
* Strong customer relationship skills.
* Ability to manage budgets effectively.
* Excellent communication and interpersonal skills.
* Experience with Moorepay HR platform or similar (desirable).
* Experience in outsourcing environments and managing transition projects (desirable).
* Willingness to learn and develop professionally.
* Strong coaching and mentoring abilities.
* Organized and methodical approach to work.
Benefits & culture
Part of the Zellis Group, Moorepay employs over 500 professionals across offices in Swinton, Sheffield, Birmingham, and Kochi. We prioritize mental health, work/life balance, and inclusion.
Joining Moorepay offers:
* Career growth in a stable, expanding company.
* Comprehensive learning and development programs.
* Competitive salary.
* 25 days annual leave plus options to buy more, plus your birthday off!
* Private medical insurance.
* Life assurance at 4x salary.
* Enhanced pension contributions up to 8.5% from employer.
* Additional benefits focused on financial and personal wellbeing, lifestyle, and leisure.
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