Strategic Payroll Manager

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.