Strategic Payroll Manager

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.

This role can be based from either our Farnborough or Swinton office on a hybrid basis, with two days per week in the office. In Farnborough these days are typically Tuesday and Wednesday; in Swinton it's Tuesday and Thursday.,

• Managing a portfolio of clients, ensuring their payrolls are fulfilled timely, accurately and securely.


• 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.


• Owning and taking responsibility for the client journey, always ensuring service excellence.


• Helping clients understand how best to use their Moorepay Software to support their business needs.


• Sharing knowledge and expertise with onshore and offshore colleagues, striving for a consistent client experience.


• Managing customers to control quality and format of client input and reduce delays in processing.


• Working with the Implementation team to proactively manage customer onboarding, through first run into BAU.


• Meeting departmental and service delivery KPIs and quality standards for the team.


• Implementing specific improvement plans for individuals, teams or clients when delivery falls below the expected standards.


• Reviewing and acting upon all customer feedback; acting as a primary point of escalation for the client and making/executing recommendations for improvement.


• Taking ownership of service improvement initiatives driven out of the Moorepay customer satisfaction surveys.


• Liaising with internal stakeholders, within Operations, Sales, Client Success, Marketing and Technology, to help manage client payrolls.


• Using the CRM to record details of all client interactions.


• Possessing full awareness of specific client requirements and ensuring these are documented within the payroll system.


• Complete all set tasks accurately and efficiently, adhering to deadlines, instructions, policies and procedures and training as appropriate.


• Conducting account client reviews.


• Raising system bugs and improvement ideas with technical support.


• Working closely with payroll processors (based in Kochi, India).


• Sharing ideas to help improve processes.


• Keeping up-to-date with payroll trends, product enhancements, industry developments and HR legislation.
  
  CIPP qualified or equivalent, or working at that level, with previous experience in delivering fully managed payroll services.


• Proven ability in building and managing a high performing team - working onshore and offshore preferred.


• Excellent ability in building positive customer relationships.


• Proven commercial ability to manage and control budgets.


• Excellent interpersonal and communication skills.


• Moorepay HR expertise or alternate platforms (desirable), as is experience of operating within an outsourcing service provider.


• Experience in managing large transition projects (desirable).


• Eager to learn and develop.


• Great coaching and mentoring skills.


• Highly organised and methodical in your approach.
  
  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:

- A career packed with opportunity, in a stable and growing company.