Payroll Manager
3 weeks ago
We are seeking an experienced Payroll Manager - Global Services to join our team in Sheffield. As a key member of our operations team, you will be responsible for managing and leading all payroll customer advisors in supporting product users post onboarding.
This is a fantastic opportunity to join a leading global service provider based in the heart of Sheffield City Centre. With a hybrid working model offering 3 days in the office, you will have the flexibility to balance your work and personal life while delivering exceptional results.
The successful candidate will have at least 2 years' experience as a Payroll Manager or similar role and hold a professional payroll qualification (Chartered Institute of Payroll Professionals or similar). You will possess excellent customer service skills, proactive complaint resolution, and strong team management abilities.
We are looking for a self-motivated individual who can analyse data, translate it into measurable actions, and bring new ideas to the organization. If you have the ability to manage multiple tasks and priorities simultaneously while communicating clearly and confidently, both verbally and in writing, we want to hear from you
As a Payroll Manager - Global Services, you will be responsible for:
- Ensuring all SLAs are met, including calls, chat, complaints, and escalations, by managing resources and teams dynamically.
- Managing coaching support and delivering performance using the agreed performance framework of Quality and Productivity against the teams KPI's.
- Working as triage between customer support teams and other business areas, liaising with product managers/engineers and Salesforce support to ensure customer impacting issues are managed and resolved in a timely fashion.
- Managing and delivering effective training plans and material for support, either directly, through the L&D team, or via peer to peer.
- To identify and promote cross-skilling, process improvement, and efficiency where possible.
- BUILDING EFFECTIVE RELATIONSHIPS WITH KEY STAKEHOLDERS TO ENSURE OPEN COMMUNICATION AND SWIFT RESOLUTIONS TO CUSTOMER IMPACTING ISSUES.
- Being an advocate for providing excellent customer support within the team to encourage first contact resolution.
- Monitoring NPS feedback to identify issues and provide feedback to the team on comments and results.
- Making suggestions for process improvements which support the customer journey and improvements to the customer experience that the company delivers.
- Authorizing leave ensuring that service is factored into all approval decisions.
- Conducting monthly 1-1's with the team individually to ensure welfare and training needs are being met.
- Management of staff engagement through communications and Peakon feedback. Ensuring staff remain motivated and delivering a consistently high standard.
- Managing poor performance using the Disciplinary and Performance Improvement Procedure. Ensuring this is fully evidenced and documented.
- Responsible for all team training ensuring training materials are kept up to date. Including product improvements and policy changes.
- Ensure any technical or product issues are escalated to the relevant teams and monitored until resolved.
- Ensure GDPR processes are adhered to and all incidents are reported through the correct channels as per company policy.
- Report to the Head of Operations and attend Operational meetings to report on results and issues.
- Assist with recruitment when necessary.
Salary: £50,000 - £60,000 per annum
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