Senior Team Manager Customer Delivery (Payroll)

NETWORK RAIL; Manchester; On-site; GBP 47,000 - 57,000; Full time

Benefits offered by this job

Hybrid working

Pension schemes

Private Healthcare

Gym pass

28 days annual leave

Job summary

Network Rail in Manchester invites applications for a senior payroll leadership role within Shared Services. You will lead a team of payroll professionals, drive service excellence, and manage stakeholder expectations across HR and Pension teams. Hybrid work is supported, with 60% of hours on-site at a Network Rail location.

The role emphasizes continuous improvement, process controls, and customer-focused delivery, requiring strong leadership and change management skills.

Qualifications

• Proven leadership in payroll/shared services or a similar service-delivery environment.
• Strong people management and stakeholder management skills.
• Experience delivering performance targets and excellent customer service.
• Experience using payroll systems within a large organisation.

Responsibilities

• Lead a team of payroll professionals responsible for query management and payroll controls.
• Collaborate with HR and Shared Services to deliver accurate customer delivery.
• Develop stakeholder relations and embed a customer-centric culture.
• Direct payroll processes to maintain audit-ready documentation.
• Encourage empowerment and drive reduction in payroll queries.
• Drive CI and automation to improve payroll efficiency and reduce rework.
• Support ad hoc business requirements within the Shared Services calendar.
• Operate within a control framework and drive continual improvements.

Skills

Leadership

People management

Stakeholder management

Analytical thinking

Change leadership

Communication

Customer service

Problem solving

Education

Degree in HR/Rewards

MCIPD

Tools

Oracle eBusiness Suite

Payroll systems

Job description

Who We Are

Join Network Rail! Where People and Connections Matter

At Network Rail, we're dedicated to keeping passengers and freight moving and efficiently across the country. When you join us, you're not just part of a team- you're part of something that matters to millions. We believe that our people are at the heart of what we do, and every role plays a vital part in building a better, more connected railway.

We're committed to creating a diverse, inclusive workplace that reflects the communities we serve. To discover more about our ED&I commitments click here. We value flexibility and understand the importance of a healthy work-life balance. As a Disability Confident Leader, we'll do everything we can to accommodate any needs throughout the recruitment process.

Safe behaviour is a requirement of working for Network Rail. Applicants should be able to demonstrate their awareness of our safety vision.

About the role

This role sits within Business Services, Route Services at Network Rail. Business Services is made up of two sub-business units, including Shared Services, which plays a vital role in supporting the wider organisation. Shared Services delivers efficient, high-quality operational support, driving consistency and value through streamlined processes and economies of scale. The team works collaboratively to provide reliable services to both internal stakeholders and external customers, ensuring the business operates effectively.

This is a key leadership role responsible for managing a team of people managers and payroll professionals, driving operational performance, continuous improvement, and exceptional customer service. You will work closely with internal stakeholders, customers, and third-party providers to ensure payroll services meet business requirements while maintaining compliance with relevant legislation and company policies.

If you are a strong people leader with a passion for service excellence, operational delivery, and developing high-performing teams, we'd love to hear from you.

• Contract type: Permanent
• Hours: Full time 35 hours per week
• Band & Salary: 3B £46,701 - £56,963 per annum
• Location: Manchester Square One
• Working pattern: This role permits hybrid working, employees are expected to work from a Network Rail location for 60% of their weekly hours, typically a minimum of 3 days for full time roles.
• Closing date: 8th September 2026

Main responsibilities:

1. Develop and lead a team of experienced payroll professionals responsible for query management, ad hoc business project support and the processes and controls across the wider Payroll operation in Network Rail Shared Services.
2. Collaborate with Network Rail Shared Services teams and Human Resources teams to deliver a timely and accurate customer delivery expertise for Network Rail Shared Service, within a controlled and managed environment.
3. Develop and continually improve relations with key stakeholders within the HR, Pension and Reward teams defining and embedding a customer centric culture where all team members consider the impact on customers and their future requirements.
4. Direct and review all process and controls within payroll to maintain document standards, inline with audit requirements and standard operating procedures across all payroll teams.
5. Drive empowerment and innovative thinking through the teams to deliver a continual reduction in payroll queries, increasing customer satisfaction.
6. Drive continuous improvement and project delivery to support greater automation and efficiency in payroll process to drive down waste and rework. Overseeing weekly focus initiatives, coaching, and empowering team members to innovate existing processes.
7. Support the customer delivery of ad hoc business requirements as per the Network Rail Shared Services calendar.
8. Operate within the pre-agreed control framework; embed a control mind set amongst all stakeholders to reduce risk and control costs. Continually reviewing the framework for adherence, where gaps are identified, take personal ownership to define, socialise and embed improvements

Your experience and skills

What are we looking for?

• Proven leadership experience within payroll, shared services, customer operations, or a similar service-delivery environment.
• Strong people management skills with experience leading both managers and operational teams.
• Demonstrated ability to deliver against performance, quality, and customer service targets.
• Excellent stakeholder management and communication skills.
• Strong analytical and problem-solving capabilities.
• Experience managing complex operational issues and customer escalations.
• Ability to lead change, drive continuous improvement, and embed best practice.
• Strong understanding of service management principles and performance management.
• Ability to prioritise effectively and operate in a fast-paced environment.
• Experience working within a large, complex organisation.
• Experience using payroll and HR systems.
• Lean, Continuous Improvement, or project management qualifications.

What could set you apart when applying?

• Experience of wider payroll processes (HMRC reporting Tax & NIC etc)
• Degree or post grade equivalent in Human Resources/Reward & Benefits (MCIPD)
• ORACLE eBusiness Suite experience or similar
• Member of Chartered Institute of Personnel and Development (MCIPD)

What's in it for you:

Here are a few of the benefits we offer:

• 28-day annual leave with the option to buy and sell days
• Generous maternity, paternity, and adoption leave to support our employees during significant life moments
• Choice of pension schemes
• 75% discount of leisure travel for you and your family
• Private Healthcare (subject to T&Cs)
• 5 days paid volunteer or carers leave
• Up to 75% subsidised Rail and Underground travel
• Gym Pass -access to gyms across UK
• My Benefits platform- giving national and local retail discount

To find out more explore Working for Network Rail. Some of our roles require face to face Drugs & Alcohol testing. We will share further details with you as part of your formal offer. All offers of employment are conditional upon satisfactory completion of pre-employment checks. Click here for more information. Our aim is to ensure your candidate experience is as positive as possible. If you require reasonable adjustments at any point, simply let us know and we'll do our best to assist you. Below are some examples of adjustments we can make:

1. Changing a provision, practice or 'the way things are done' For example, we can give candidates extra time to complete online, tasks or interviews as needed.
2. Changing a physical feature of our workplace For example, office/room layout can be adapted to accommodate individual needs.
3. Providing extra equipment or assistance For example, we can provide sign language interpreters and support workers where needed. Alternative document formats can be made available.

There are lots of other adjustments we can consider, please just ask! If you have any questions or would like to speak the Resourcing Team, please contact [e-mail]