Lead, Managed Payroll Operations & Service Excellence in Nottingham

At MHR, our employees are central to our success and play a key role in helping customers achieve sustainable high performance. With a team of over 900 professionals, we work to make things flow smoothly, whether it's for large organisations or individual employees. As businesses face rapid changes in the world of work, our team is here to help them adapt and thrive.

By focusing on the core needs of efficiency, productivity, growth, and impact, our employees use their expertise to deliver real solutions through our People and Finance platform. This system, which covers finance, HR, payroll, and learning, helps businesses run more smoothly and make better decisions in real time.

With over 40 years of experience behind us, MHR’s track record as a high-performance organisation is built on clear goals, a shared vision, and strong communication - all of which we pass on to our customers. MHR is more than just a place to work; it's a platform for empowerment. Joining us means bringing innovation, technology, and teamwork seamlessly removes obstacles, enhances your skills, and allows you to focus on what's most important to you - work that matters.

This role offers the opportunity to take ownership of end-to-end managed payroll service delivery while developing your leadership and operational expertise in a fast-paced environment. You'll be responsible for workforce planning, resource and capacity management, and ensuring operational performance aligns with customer commitments and service expectations.

You’ll strengthen your experience in customer management, operational governance, and strategic planning by analysing service performance data, identifying trends and risks, and implementing targeted improvement initiatives. Working closely with Service Design and Product teams, you'll also play a key role in embedding new services, processes, and enhancements into operational delivery.

As you grow in the role, you'll continue to build your leadership capability through coaching, performance management, and creating development opportunities across teams - helping to shape both the people and the future direction of the service.

Your Team: You’ll lead a high-performing Managed Payroll operation, working closely with Team Leads, Payroll Managers, Account Managers, Service Design, Product, Transitions, and the Academy to deliver exceptional service outcomes. You’ll build strong relationships across the business, ensuring teams are aligned, supported, and equipped with the skills and tools needed to deliver a seamless customer experience. As a leader, you’ll create a culture of accountability, collaboration, and continuous improvement while empowering Team Leads to manage day-to-day operations effectively.

Your Impact: Your leadership will directly influence service quality, customer outcomes, and operational performance across Managed Payroll Services. By ensuring services are delivered consistently, accurately, and in line with SLAs and KPIs, you’ll help maintain a reliable and high-performing operation.

You’ll drive proactive improvements by using operational and customer data to identify trends, minimise risks, and prevent recurring issues. Through effective incident management and escalation ownership, you’ll ensure service disruptions are resolved quickly while embedding lessons learned into future processes.

You’ll also strengthen operational governance by ensuring controls, processes, and service standards are embedded and consistently applied. Ultimately, your work will improve efficiency, enhance customer experience, increase scalability, and support the long-term success of Managed Payroll Services.

Benefits to support you personally and professionally: Alongside the opportunity to work with an incredible team and express your individuality, we offer a range of personalised benefits including:

• Access to over 60 internal training courses, professional qualifications, and cross-departmental mentoring and coaching programs
• 24/7 access to a GP through Help at Hand for you and your family, confidential mental health support, and paid sick leave
• Ability to purchase or sell additional holiday days beyond 25 days and bank holidays
• Enhanced Family leave
• My MHRewards offering discounts at over 900 retailers
• Monthly employee recognition program and departmental awards
• Referral bonus scheme of up to £2,000
• Employee-led social events such as running clubs, football teams, book clubs, and bake-offs
• On-site subsidised restaurants offering a variety of fresh meals daily
• Opt-in benefits schemes such as private medical insurance and dental coverage

We value the well-being, financial stability, and inclusivity of our employees, and strive to provide a supportive working environment. At MHR, we're completely committed to creating a supportive and inclusive workplace where all voices are heard, and everyone feels valued and supported. Whatever your background, abilities and experiences, if you're excited by this role we want to hear from you. If you require assistance for an interview, please let us know and we'll make sure your needs are met when you arrive.

If we receive an exceptionally high volume of applications, we reserve the right to close this vacancy earlier than originally advertised.