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- Tasks: Lead a global payroll services team to deliver top-notch customer support and service.
- Company: Join a forward-thinking company that values innovation and collaboration.
- Benefits: Competitive salary, remote work options, and opportunities for professional growth.
- Other info: Be part of a culture that prioritises the dignity of work and fosters future leaders.
- Why this job: Make a real impact by enhancing customer experiences in a dynamic, global environment.
- Qualifications: Proven leadership in payroll or HR, strong analytical skills, and excellent communication.
The predicted salary is between 80000 - 100000 £ per year.
Proven leadership in managing and scaling service operations - ideally in payroll or HR - with a track record of implementing strategies that enhance customer experience. Experience in a global, remote-first organization is preferred.
Strong analytical mindset with the ability to use data to drive decisions, manage complex escalations, and oversee high-priority projects simultaneously. A kind, proactive leader dedicated to the 'dignity of work,' fostering a high-performance collaborative culture while removing mundane tasks for your team.
Though a leader in using automation and integrations to reduce manual workload and drive efficiency. Proactive and innovative mindset, constantly seeking opportunities to enhance customer service operations. Fluent in English with exceptional interpersonal skills to influence stakeholders globally. You thrive in fast-paced, international settings.
Knowledge of relevant software systems and tools used in customer service management. It's not required to have experience working remotely, but considered a plus.
The Director of Global Payroll Customer Services will oversee the global payroll services team and lead the development and delivery of world-class support and customer service for both internal teams and external customers. In close collaboration with the Payroll Operations, Compliance, Implementation, Legal, and Tax teams, the Director will ensure a seamless, end-to-end payroll services process, delivering high-quality, compliant, and efficient payroll services across all regions.
The Director will also be responsible for defining and executing the overarching strategy for the services vertical, developing a scalable team to support business growth, and enhancing the service offerings to meet evolving client needs. You will be reporting to the VP of Customer Experience.
Define and execute the global strategic vision for the Payroll Client service experience, ensuring all service initiatives are aligned with broader company goals and scalable for rapid expansion. Design and lead a high-performance, 24/7 service model that consistently exceeds SLAs and critical KPIs - including CSAT, response, and resolution times - by optimizing resource allocation and delivery channels while ensuring continuous first-line support.
Act as a thought leader within the organisation, driving innovation, transformation, and best-in-class service delivery across global payroll support services. Foster and maintain strong cross-functional collaboration with Payroll Operations, Compliance, Legal, Tax, Implementation, and internal stakeholders to ensure integrated, efficient service delivery and business alignment.
Maximize operational efficiency by automating manual touchpoints and upskilling the team to handle more complex queries, minimizing Payroll Ops and cross-departmental dependencies. Partner with Product and Engineering to translate customer friction into product requirements, directly improving the in-product payroll experience and native self-help features.
Lead and scale a global management team through proactive coaching and mentorship, focusing on developing future leaders and a culture of accountability. Manage complex customer escalations and perform deep-dive root cause analysis to implement structural preventative measures.
Serve as a partner for Sales and Customer Experience, providing expert-level payroll collateral and participating in prospect meetings.
Director of Payroll Customer Services in London employer: Deepstreamtech
Contact Detail:
Deepstreamtech Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Director of Payroll Customer Services in London
✨Tip Number 1
Network like a pro! Reach out to your connections in the payroll and HR sectors. Attend industry events or webinars, and don’t be shy about introducing yourself. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company’s culture and values. Tailor your responses to show how your leadership style aligns with their mission. We want to see that you’re not just a fit on paper but also in spirit!
✨Tip Number 3
Showcase your analytical skills during interviews. Be ready to discuss specific examples where you used data to drive decisions or improve processes. This is your chance to shine a light on your problem-solving abilities!
✨Tip Number 4
Don’t forget to follow up after interviews! A quick thank-you email can go a long way. It shows your enthusiasm for the role and keeps you fresh in their minds. Plus, it’s a great opportunity to reiterate why you’re the perfect fit for the team!
We think you need these skills to ace Director of Payroll Customer Services in London
Some tips for your application 🫡
Showcase Your Leadership Skills: When writing your application, make sure to highlight your proven leadership experience in managing service operations. We want to see how you've scaled teams and implemented strategies that enhance customer experience, especially in payroll or HR.
Be Data-Driven: We love a strong analytical mindset! Use your application to demonstrate how you've used data to drive decisions and manage complex escalations. Share specific examples of high-priority projects you've overseen and the impact they had.
Emphasise Your Innovative Mindset: We're looking for someone proactive and innovative. In your application, mention any automation or integrations you've implemented to reduce manual workload and improve efficiency. Show us how you constantly seek opportunities to enhance customer service operations.
Tailor Your Application: Make sure your application speaks directly to the job description. Use similar language and keywords to show that you understand what we're looking for. And remember, applying through our website is the best way to get your foot in the door!
How to prepare for a job interview at Deepstreamtech
✨Know Your Numbers
As a Director of Payroll Customer Services, you'll need to demonstrate your analytical mindset. Brush up on key metrics related to payroll and customer service, such as CSAT scores and response times. Be ready to discuss how you've used data to drive decisions in past roles.
✨Showcase Your Leadership Style
This role requires a kind, proactive leader. Prepare examples that highlight your leadership style, especially in managing remote teams. Think about how you've fostered a collaborative culture and removed mundane tasks for your team in previous positions.
✨Emphasise Innovation and Automation
The company is looking for someone who can drive efficiency through automation. Come prepared with specific examples of how you've implemented automation in payroll or customer service operations. Discuss the impact it had on your team's performance and customer satisfaction.
✨Cross-Functional Collaboration is Key
You'll be working closely with various teams like Payroll Operations and Compliance. Highlight your experience in cross-functional collaboration. Share stories that illustrate how you've successfully partnered with other departments to enhance service delivery and resolve complex issues.