Payroll Services Manager

Jobtailor; Nantwich; On-site; GBP 60,000 - 80,000; Full time

Job summary

Jobtailor in Nantwich is seeking a Payroll Services Manager to lead end-to-end payroll delivery across UK and international payrolls. You will oversee a team of payroll professionals, maintain strict compliance, and drive client satisfaction.

You will own the KPI framework, present monthly KPI reports, and manage escalation processes while building proactive client relationships with HR Directors and senior stakeholders.

Qualifications

• Strong technical payroll knowledge across UK and international payrolls.
• Proven ability to manage client relationships and team performance.
• Experience in owning KPI frameworks and delivering improvements.

Responsibilities

• Oversee end-to-end payroll delivery and compliance across UK and international payrolls.
• Lead and develop the Payroll Services team (Team Leader, Payroll Specialists, Administrators).
• Own the six-month service delivery plan and annual payroll events (salary reviews, year-end, renewals).
• Chair client review meetings, manage escalations, and ensure data accuracy in KPI reporting.

Skills

Technical Payroll Knowledge

Client Relationship Management

Team Management

Proactive Problem Solving

KPI Framework Ownership

Tools

UK Payroll

International Payroll

Job description

Requirements

• Own a portfolio of managed services clients end to end - accountable for service quality, client satisfaction and escalation management.
• Act as senior point of contact for clients including HR Directors and senior stakeholders - build trusted, proactive relationships.
• Chair monthly client review meetings and BAU payroll input meetings - present KPIs, raise issues constructively and agree forward plans.
• Review and approve all client communications before they leave the team.
• Manage client escalations confidently - come with solutions and keep the Director informed before issues become complaints.
• Raise Change Request Forms for any work outside the agreed process and use the data to manage client behaviour constructively.
• Direct, manage and develop the team - including Team Leader, Payroll Specialists and Administrators.
• Run a structured daily stand up and weekly check in - surface blockers early and manage workload proactively.
• Coach the team on client communication, escalation and decision making - the standard of what leaves the team reflects the Payroll Services Manager.
• Hold the team accountable to the Harbor ways of working and values.
• Conduct regular one to ones with direct reports - document outcomes and track development.
• Own the six month service delivery plan for the portfolio - reviewed weekly with the Director.
• Plan key annual events at least three months in advance - salary reviews, year end, bonus cycles, renewals.
• Complete a risk assessment before any significant payroll event or new piece of work.
• Ensure the team are never blindsided - communicate deadlines, data requirements and upcoming activity clearly and in advance.
• Own the KPI framework for the portfolio - track accuracy, timeliness, responsiveness and change request volume.
• Present KPI reports at monthly client reviews - celebrate improvements and address issues with data.
• Use the issue log proactively - identify patterns and drive improvements before they become complaints.
• Maintain strong technical payroll knowledge to quality check work, coach the team and hold credible client conversations.
• Oversee end to end payroll delivery - does not need to process payroll but must understand every step of the process.
• Ensure compliance with all relevant legislation across UK and international payrolls.
• Review and sign off payroll control sheets and variance reports before they go to the client.

Core Competencies

Demonstrates strong technical payroll knowledge, particularly in UK payroll, while effectively managing client relationships and team performance. Capable of overseeing end-to-end payroll delivery and ensuring compliance with relevant legislation across multiple jurisdictions.

Highest-signal resume keywords

• Technical Payroll Knowledge
• Client Relationship Management
• Team Management
• Proactive Problem Solving
• KPI Framework Ownership

ATS Optimization Keywords

Hard Skills

• UK Payroll
• International Payroll
• Payroll Compliance
• KPI Tracking
• Change Request Management
• Payroll Control Sheets Review
• Variance Reports Review
• Process Building
• Escalation Management
• Risk Assessment

Soft Skills

• Clear Communication
• Relationship Building
• Coaching
• Accountability
• Proactive Instinct

Industry Keywords

• Managed Payroll Services
• Multi-Jurisdictional Payroll
• Multi-Currency Payroll
• Client Satisfaction
• Service Quality