Strategic Payroll Manager

About the role As a Strategic Payroll Manager for Moorepay, you\’ll be responsible for managing a portfolio of clients, making informed decisions, and delivering comprehensive strategic payroll services. You will be a subject matter expert on payroll processes and our systems, focused on excellent service delivery and client satisfaction. Key responsibilities include: Managing client portfolios to ensure timely, accurate, and secure payroll processing. Responding to client inquiries regarding payroll and Moorepay systems via email and phone within service level agreements, aiming for first contact resolution and client advocacy. Owning the client journey and maintaining service excellence. Advising clients on how to best utilize Moorepay Software to meet their business needs. Sharing expertise with onshore and offshore colleagues to ensure a consistent client experience. Managing client input quality and processing timelines. Collaborating with the Implementation team for client onboarding and transition into BAU. Meeting departmental KPIs and quality standards. Implementing improvement plans for individuals, teams, or clients when standards are not met. Reviewing customer feedback and acting as a primary escalation point, with recommendations for improvement. Driving service improvement initiatives based on customer satisfaction surveys. Coordinating with internal stakeholders across departments to support payroll management. Using CRM systems to record client interactions. Ensuring client requirements are documented within payroll systems. Completing tasks accurately and efficiently, adhering to deadlines and policies. Conducting client account reviews. Reporting system bugs and suggesting improvements. Working closely with payroll processors, including teams based in Kochi, India. Proposing process improvements and staying updated on payroll trends and legislation. Skills & experience CIPP qualification or equivalent, or working towards it. Experience in delivering managed payroll services. Proven leadership in building and managing high-performing teams, preferably with onshore and offshore experience. Strong customer relationship skills. Ability to manage budgets effectively. Excellent communication and interpersonal skills. Experience with Moorepay HR platform or similar (desirable). Experience in outsourcing environments and managing transition projects (desirable). Willingness to learn and develop professionally. Strong coaching and mentoring abilities. Organized and methodical approach to work. Benefits & culture Part of the Zellis Group, Moorepay employs over 500 professionals across offices in Swinton, Sheffield, Birmingham, and Kochi. We prioritize mental health, work/life balance, and inclusion. Joining Moorepay offers: Career growth in a stable, expanding company. Comprehensive learning and development programs. Competitive salary. 25 days annual leave plus options to buy more, plus your birthday off! Private medical insurance. Life assurance at 4x salary. Enhanced pension contributions up to 8.5% from employer. Additional benefits focused on financial and personal wellbeing, lifestyle, and leisure. #J-18808-Ljbffr