Payroll Service Manager

ISS; Westcott; On-site; GBP 60,000 - 75,000; Full time

Job summary

ISS is seeking a Payroll Service Manager to lead the Payroll Service Team, delivering high-quality payroll support to placemakers. You will manage day-to-day payroll queries, SLA adherence, and escalate as needed, working with SD Worx and stakeholders to drive improvements.

You will coach the team, analyze trends, allocate workloads, and ensure compliance with UK payroll legislation and GDPR, while delivering a seamless service experience.

Qualifications

• Strong UK payroll experience and knowledge of UK legislation.
• Experience leading payroll service teams and managing SLAs.
• Proven ability to analyze trends and drive process improvements.

Responsibilities

• Lead the Payroll Service Team to deliver accurate monthly/fortnightly payrolls.
• Manage queries, respond within SLAs, and resolve complex issues.
• Coordinate workloads and allocate resources across team members.
• Escalate issues when needed and liaise with SD Worx and stakeholders.
• Coach and develop team members through regular performance chats.
• Analyse query trends and root causes for service improvements.
• Ensure compliance with GDPR and UK payroll legislation.

Skills

UK payroll experience

Team leadership

Stakeholder management

UK payroll legislation

GDPR knowledge

Advanced Excel

Data analysis

Problem solving

Workload coordination

Tools

Excel

Job description

We are seeking a Payroll Service Manager to lead the Payroll Service Team, ensuring the delivery of exceptional payroll customer service to ISS placemakers.

This role is responsible for the day-to-day management of payroll queries, ensuring all enquiries received through the payroll query management system are responded to and resolved in line with agreed service level agreements (SLAs)., The successful candidate will oversee team performance, manage escalations, allocate workloads, and work closely with key stakeholders and SD Worx to drive continuous improvement.

This role also plays a key part in analysing query trends, identifying root causes, and supporting the wider payroll function in delivering a seamless service experience., Lead and manage the Payroll Service Team, providing resolutions to payroll queries for monthly and fortnightly paid placemakers.

Deliver a high-quality payroll customer service experience across the payroll function.

Ensure all payroll queries are allocated, monitored, and resolved within agreed SLAs.

Act as an escalation point for complex payroll queries and service issues.

Allocate workloads effectively to ensure timely and accurate query resolution.

Coach, train, and develop team members through regular 1:1 meetings and performance management.

Analyse query trends and root causes to identify opportunities for service and process improvements.

Build and maintain effective relationships with key stakeholders and SD Worx, supporting collaboration and best practice sharing.

Strong UK payroll experience.

Proven team leadership capability.

Effective stakeholder management skills.

Sound knowledge of UK payroll legislation and GDPR requirements.

Advanced Excel and data analysis skills.

Excellent problem-solving and decision-making abilities.

Experience managing both internal and external stakeholders.

Experience allocating, coordinating and managing workloads across teams.

ISS is a world-leading workplace and facility management company, connecting people and places to make the world work better. Working with customers day by day, side by side, we understand every aspect of the user experience.

Through a unique combination of intelligent solutions, high standards and people who care, to help our customers achieve their purpose, whether it's hospitals healing patients, businesses producing the next great innovation, or airports bringing passengers home to their families. ISS is committed to doing business the right way, taking its corporate responsibility very seriously. Our passion is people.

We offer you a challenging and exciting career in an organisation with people at its heart. In ISS, everyone has the opportunity to develop, grow and make a difference. #Becomewhoyouwant, #Bepartofsomethingbigger,

#aplacetobeyou,

#facilitiesmanagement

ISS is proud to be a diverse and inclusive employer.

ISS welcomes all applicants regardless of age, disability, gender identity or gender reassignment, marital or civil partnership status, pregnancy or maternity, race (which includes race, colour, nationality, ethnic or national origin and caste), religion or belief, sex, sexual orientation or educational background.

We are proud to be a Gold Employer Recognition Scheme (ERS) award holder and a signatory of the Armed Forces Covenant, recognising our commitment to supporting veterans, reservists, and military families. Through our Joint Forces Programme, we provide mentoring and support to members of the Armed Forces community and their spouses as they transition into civilian careers.

We are a Disability Confident Committed (Level 2) employer, proudly supporting and promoting inclusive hiring practices in line with the UK government's Disability Confident scheme.

Our passion for inclusivity and diversity makes ISS a more creative, productive and happy place to work.