Shared Services Payroll Manager

About the role

As a Shared Services Manager, you will report to the Head of Service Delivery, leading a team of 10-14 Payroll / HR / Pensions and operational experts. You will deliver effective processes and collaborative partnerships across the business, maximising the effectiveness and efficiency of the team to provide a superior quality and highly responsive service to our customers. You will be accountable for the end-to-end delivery of the service to your customers, ensuring compliance with Moorepay standards and legislation.

Your key responsibilities will include:

• Organisation, workload management and resource planning of the team, tracking work allocation and reassigning any overdue tasks.
• Ensuring a high quality of service is delivered to customers, including monitoring of controls and regular auditing.
• Supporting the Customer Success Managers with customer improvements, initiatives and projects, while monitoring and delivering against SLAs and KPIs.
• Attending customer service review meetings as required, contributing commentary and insights for the service packs.
• Ensuring seamless updates, communications and cross team/site working takes place between all service delivery teams.
• Acting as an escalation point for customer complaints, dealing effectively and efficiently with incidents, providing regular updates to internal teams and key stakeholders.
• Supporting the onboarding of new/transitioning customers into live business-as-usual services.
• Ensuring the Moorepay customer experience blueprint is adhered to and all service/process deviations are presented to the design authority/leadership team for approval.
• Driving a people lead culture of development and high performance by leading initiatives to drive high levels of positive colleague engagement.

Skills & experience

• Positive attitude and energy, with a passion for building relationships.
• 3-5 years+ proven success in a leadership and people management role.
• Succession planning and development.
• Process optimisation knowledge and experience.
• Demonstrable delivery of continuous service improvement.
• Financial services, contact centre or similar shared services industry background.
• Good knowledge and experience of HR and payroll practices.
• Experience of managing complex and high-volume teams, performance management and objective setting.
• Ability to multitask, deal with complexity, and conflicting priorities/projects at the same time.
• Commercial awareness and experience working within an environment that manages by metrics, service levels/KPIs, and expected performance outcomes.
• Proven ability to identify opportunities for process improvements and to implement these successfully.

Benefits & culture

Part of the Zellis Group, Moorepay is a team of over 500 friendly professionals across four offices in Swinton (Manchester), Sheffield, Birmingham and Kochi (India). We are passionate about making Moorepay a fantastic place to work for every single one of our colleagues. The average length of service at Moorepay is 12 years, which speaks for itself!

To help make Moorepay such a great place to work, we focus on three things in our company culture: mental health support, maintaining a healthy work/life balance, and equal opportunities and inclusion for all.

Here’s what you’ll gain if you join our team:

• A career packed with opportunity, in a stable and growing company.
• A comprehensive programme of learning and development.
• 25 days annual leave, with the opportunity to buy more.
• Private medical insurance, Life assurance 4x salary.
• Enhanced pension with up to 8.5% employer contributions.
• A huge range of additional flexible benefits across financial & personal wellbeing, lifestyle & leisure.