Strategic Payroll Manager

Moorepay; Swinton; Hybrid; GBP 65,000 - 90,000; Full time

Job summary

Moorepay in the United Kingdom seeks a Strategic Payroll Manager to oversee a client portfolio, delivering a complete strategic payroll service with expertise in Moorepay systems.

The role uses a hybrid pattern: three days in Swinton office and two days from home, focusing on service delivery, client experience, and process improvement across onshore and offshore teams.

Qualifications

• CIPP qualified or equivalent (or working at that level).
• Experience delivering fully managed payroll services.
• Proven ability to build and manage a high performing onshore/offshore team.
• Excellent ability to build positive customer relationships.
• Proven commercial ability to manage and control budgets.
• Experience of operating within an outsourcing service provider (desirable).
• Experience in managing large transition projects (desirable).

Responsibilities

• Manage a portfolio of clients ensuring payrolls are fulfilled timely, accurate and secure.
• Answer client queries about payroll or Moorepay systems within SLAs.
• Own the client journey and deliver service excellence.
• Help clients understand how to use Moorepay Software to support business needs.
• Share knowledge with onshore and offshore colleagues for consistency.
• Manage customer input quality and reduce processing delays.
• Onboard customers with Implementation through first run into BAU.
• Meet KPIs and quality standards for the team.
• Act on customer feedback and drive improvement initiatives.
• Liaise with internal stakeholders to manage payrolls.
• Record client interactions in the CRM.
• Keep up-to-date with payroll trends and HR legislation.

Skills

Client relationship management

Budget management

Leadership

Communication

Payroll expertise

Coaching & mentoring

Education

CIPP qualified or equivalent

Tools

Moorepay software

CRM system

Job description

As a Strategic Payroll Manager for Moorepay, you will 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.

In this position you will have a hybrid working pattern, working three days per week in our Swinton office and two days per week working from home.

Key Responsibilities

• 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.