Payroll Operations Manager

Customer Support Team Manager Ensure all SLAs are met, including calls, chat, complaints, and escalations. Manage this dynamically between resources and teams when necessary. Manage coaching support and deliver performance using the agreed performance framework of Quality and Productivity against team KPIs. Act as a triage point between customer support teams and other business areas; liaise with product managers/engineers and Salesforce support to ensure customer-impacting issues are managed and resolved promptly. Record, log, and pass on relevant facts and information to the appropriate departments. Manage and deliver effective training plans and materials for support, either directly, through the L&D team, or peer-to-peer. Identify and promote cross-skilling, process improvements, and efficiency enhancements where possible. Build effective relationships with key stakeholders to ensure open communication and swift resolution of customer issues. Advocate for excellent customer support within the team to encourage first contact resolution. Monitor NPS feedback to identify issues and provide feedback to the team on comments and results. Suggest process improvements that enhance the customer journey and overall customer experience. Authorize leave, ensuring service levels are maintained during approval processes. Conduct monthly 1-on-1s with team members to ensure their welfare and training needs are met. Manage staff engagement through communications and Peakon feedback, maintaining motivation and high standards. Address poor performance using disciplinary and performance improvement procedures, ensuring proper documentation. Oversee team training, keeping training materials up-to-date, including product updates and policy changes. Ensure technical or product issues are escalated to relevant teams and monitored until resolution. Ensure GDPR compliance and report incidents through the correct channels as per company policy. Report to the Head of Operations and participate in operational meetings to discuss results and issues. Assist with recruitment processes as needed. The successful candidate: Minimum 2 years’ experience as a Payroll Manager or similar role. Possession of a professional payroll qualification (e.g., Chartered Institute of Payroll Professionals or similar). Strong team management skills and experience. Ability to analyze data and translate into measurable actions. Proactive, brings new ideas to the organization. Ability to manage multiple tasks and priorities simultaneously. Clear and confident communication skills, both verbal and written. Additional notes: If you are not a passport holder of the country for the vacancy, you might need a work permit. Check our Blog for more information. Do not provide bank or payment details when applying. All applications should be made via the \’Apply now\’ button. Created on 02/06/2025 by TN United Kingdom. #J-18808-Ljbffr