Payroll Operations & Services Team Manager

Zellis

  • Nottingham
  • Permanent
  • Full-time
  • 13 days ago
About the roleThe Payroll Operations Team Leader role entails directly managing an onshore delivery team whilst also providing the key day to day contact and co-ordination point for the offshore delivery team with both teams providing a high level of customer service in the delivery of Payroll & HR Admin services to one of our large strategic customers. The role holder will also work closely with the customer, internal dedicated Zellis teams and wider teams within the Zellis group. The successful individual reports into the Head of Payroll Operations & Transformation, providing a high-level view of current activities, managing conflicts and resolutions, engaging with the customer, as well as managing business as usual tasks.Role Accountabilities & ResponsibilitiesThe role will require the candidate to have knowledge of workflow and people management. Key responsibilities include:
  • Delivering high levels of customer service through our services and interactions.
  • Ensuring all SLAs and KPIs are met.
  • Lead, direct, motivate and develop a group of telephony and administration colleagues to exceed team objectives and targets while ensuring customer satisfaction and that company policies and procedures are adhered to.
  • Manage and own other non-cyclical payroll processes, via the team, from start to finish including project participation internally and externally.
  • Support payroll impacting tasks with defined administration and processes
  • Understand and adhere to contractual scope of service and assess ad hoc requests on a case-by-case basis.
  • Ensure all transactions and queries are delivered with 100% accuracy and on-time delivery.
  • Ensuring stakeholders provide good feedback on response surveys.
  • Communication with stakeholders of all management levels, both internally and externally
  • Managing and maintaining the team, ensuring all colleagues are up-to-date with contractual compliance and training requirements.
  • Identifying process changes and efficiency savings.
  • Providing resolutions to delivery issues and escalations.
  • Ensuring DWIs and relevant checklists and process documents are reviewed and updated accordingly.
  • Promoting team engagement and driving improvements in team morale and wellbeing.
  • Identify and develop improvements to current ways of working to streamline and ensure we operate in an efficient manner.
Skills & experienceRequired Skills
  • A high level of attention to detail.
  • A passion for customer service delivery.
  • Experience delivery of Payroll, HR administration services and helpdesk services.
  • Ability to manage across multiple systems and processes.
  • Ability to prioritise workloads and allocate resource where required.
  • Excellent communication and people skills.
  • Moderate to extensive knowledge of Payroll and HR administration activities along with a keen interest to learn specific service offerings.
  • A strong understanding of Microsoft applications, such as Excel, Word, PowerPoint, Outlook etc.
  • An understanding of case management platforms.
  • The ability to juggle multiple priorities across a blend of service activities and manage customer expectations.
  • A positive attitude towards customer and business requirements.
Benefits & cultureAt Zellis we create market-leading HR & Payroll products and services, to power exceptional employee experiences so that you and your people do better. Our multi-award-winning products pay over five million employees a year, with almost half (42%) of the FTSE 100, 50% of the top retailers and 30% of the top universities in the UK & Ireland as customers, making us the largest provider of Payroll and HR software and managed services.Our vision is to be the clear leader in pay, reward, analytics, and people experiences. We're passionate about creating an environment where people want to join, belong to, and be part of a progressive organisation. Our values, which were defined with input from all of our 2,000 colleagues, we live and breathe every day:
  • Unstoppable together.
  • Always learning.
  • Make it count.
  • Think scale.
Our people are critical to our ongoing success; we’re proud of our inclusive culture that gives you the platform to grow, challenge the status quo and play a crucial role in further enhancing our market position as the leading provider of HR & Payroll software and services. With Zellis you’ll have the chance to stretch and challenge yourself in an environment that’s varied, flexible and hugely supportive.We also love to reward and recognise our brilliant colleagues. As part of your benefits package, you’ll receive:
  • A competitive base salary.
  • 25 days annual leave, plus your birthday off and the opportunity to buy additional holiday.
  • Private medical insurance.
  • Life assurance 4x salary.
  • Enhanced pension scheme with company contributions up to 8.5%.
  • A huge range of additional flexible benefits across financial & personal wellbeing, lifestyle & leisure.

Zellis