Payroll Manager Service

Working within the Payroll Manager Service team, you'll be responsible for supporting our clients with their day-to-day payroll tasks, providing them with the payroll expertise that they may not have in-house, and ensuring that their payrolls run efficiently and accurately.

In this role you will assist both the clients and the employee users with payroll and systems queries, and should also be seen as a subject matter expert for this across the wider business. You'll be focused on service delivery and providing a great client experience.

In this position you will have a hybrid working pattern, working three days per week in our Swinton office and two days per week working from home.

Key Responsibilities

• Managing an strategic group of clients, ensuring their payrolls are fulfilled timely, accurately and securely.
• Building close working relationships with both the clients and the team.
• 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.
• Reviewing client processes to identify inefficiencies and suggest improvements.
• Working with the Implementation team to proactively manage customer onboarding, through first run into the live environment.
• Meeting departmental and service delivery KPIs and quality standards for the team.
• 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.
• Documenting all client specific processing instructions and ensuring these are reviewed and updated regularly.
• Completing all set tasks accurately and efficiently, adhering to deadlines, instructions, policies and procedures and training as appropriate.
• Conducting account client reviews.
• Investigating all errors or issues to ensure that the client is provided with a full RCA and solid preventatives are put in place.
• 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.