Payroll Operations Manager

Our client is a leading global service provider based in Sheffield. They are looking to recruit an experienced Payroll Operations Manager to manage and lead all Payroll customer advisors in supporting product users post onboarding.

The role will cover a variety of elements from people and process management, improving processes and gaining time efficiencies, ensuring robust compliance procedures alongside guidance with our post-sale fulfilment activity for our clients  Payroll, HR and Budgeting products; whilst delivering excellent customer experience with all outlined SLA’s.

Key role responsibilities:

• Ensure all SLAs are met including but not limited to calls, chat, complaints, and escalations. Managing this dynamically between resource and teams when necessary.
• Management of any coaching support and delivery of performance using the agreed performance framework of Quality and Productivity against the teams KPI’s. 
• Work as triage between customer support teams and other business areas; liaising with product managers/engineers and Salesforce support to ensure customer impacting issues are managed and resolved in a timely fashion. Ensuring all relevant facts and information are recorded, effectively logged, and passed on to the relevant departments.
• Manage and deliver effective training plans and material for support; either directly, through the L&D team or via peer to peer.
• To identify and promote cross-skilling, process improvement and efficiency where possible.
• Build effective relationships with key stakeholders to ensure open communication and swift resolutions to customer impacting issues.
• Be an advocate for providing excellent customer support within the team to encourage first contact resolution.
• Monitor NPS feedback to identify issues and provide feedback to the team on comments and results.
• Make suggestions for process improvements which support the customer journey and improvements to the customer experience that the company delivers.
• Authorise leave ensuring that service is factored into all approval decisions.
• Conduct monthly 1-1’s with the team individually to ensure welfare and training needs are being met.
• Management of staff engagement through communications and Peakon feedback. Ensuring staff remain motivated and delivering a consistently high standard.
• Manage poor performance using the Disciplinary and Performance Improvement Procedure. Ensuring this is fully evidenced and documented.
• Responsible for all team training ensuring training materials are kept up to date. Including product improvements and policy changes.
• Ensure any technical or product issues are escalated to the relevant teams and monitored until resolved.
• Ensure GDPR processes are adhered to and all incidents are reported through the correct channels as per company policy.
• Report to the Head of Operations and attend Operational meetings to report on results and issues.
• Assist with recruitment when necessary.

Education and experience requirements:

• Minimum 2 years’ experience as Payroll Manager or similar role.
• Ideally, have a professional payroll qualification (Chartered Institute of Payroll Professionals or similar.) 
• Excellent customer service skills
• Proactive complaint resolution
• Excellent Team management skills and experience
• Ability to analyse data and translate that into measurable actions
• Acts on own intuition. Brings new ideas to the organization
• Ability to manage multiple tasks and priorities simultaneously
• Communicates clearly and confidently, both verbally and in writing