Payroll Manager

Moorepay; Manchester; Hybrid; GBP 52,000 - 74,000; Full time

Job summary

Moorepay is seeking a Strategic Payroll Manager to lead a portfolio of client payrolls, ensuring accuracy, timeliness and security while delivering an outstanding service experience. The role requires coordinating with onshore and offshore teams to sustain service excellence.

The ideal candidate will have CIPP or equivalent, proven payroll leadership, and strong client relationship skills, with a focus on process improvement and budget management in a hybrid work setting.

Qualifications

• CIPP qualified or equivalent, or working at that level.
• Experience delivering fully managed payroll services.
• Proven ability to build and manage high performing onshore/offshore teams.
• Excellent customer relationship skills.
• Proven commercial ability to manage budgets.
• Strong interpersonal and communication skills.
• HR platform familiarity (desirable).
• Experience in outsourcing environments and large transition projects.

Responsibilities

• Manage a portfolio of client payrolls ensuring timely, accurate and secure processing.
• Respond to client queries via email and phone within SLAs to achieve first contact resolution.
• Own the client journey and drive service excellence.
• Help clients maximize Moorepay software for their business needs.
• Share knowledge with onshore and offshore colleagues to ensure a consistent experience.
• Collaborate with the implementation team for smooth onboarding and BAU transition.
• Meet departmental KPIs and quality standards and drive improvement plans.
• Act on client feedback and escalate as needed to improve service.

Skills

Payroll service delivery

Team leadership

Customer relationship management

Budget management

Interpersonal communication

Process improvement

Transition project experience

Coaching & mentoring

Education

CIPP qualified or equivalent

Tools

CRM software

Job description

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 position will operate on a hybrid working model, with three days per week working in the office.

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.
• 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).
• 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.