Strategic Payroll Manager

About the role 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. In this role you'll work from our Swinton offices on a hybrid basis, Tuesday-Thursday office based with Monday & Friday working remotely. Key responsibilities include: * 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. Skills & experience * 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. * Moorepay HR expertise or alternate platforms (desirable). * Experience of operating within an outsourcing service provider (desirable). * Experience in managing large transition projects (desirable). * Eager to learn and develop. * Great coaching and mentoring skills. * Highly organised and methodical in your approach. Benefits & culture 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. - A comprehensive programme of learning and development. - Competitive base salary. - 25 days annual leave, with the opportunity to buy more. You’ll even get your birthday off as well! - Private medical insurance. - Life assurance 4x salary. - Enhanced pension with up to 8.5% employer contributions. - A huge range of additional flexible benefits across financial & personal wellbeing, lifestyle & leisure