Associate Team Leader, International Payroll Operations

iiPay is an award winning, high growth, innovative company based in Americas, Europe and APAC, recognized for delivering an outstanding customer experience and service levels. Our payroll managed service is underpinned by our market‑leading global payroll management system delivering a unique client experience and value‑added services. All our roles can be performed remotely with occasional visits to the office as requested by your manager. Where we have office locations, our team members are welcome to work remotely, on a hybrid basis or fully office based as they wish.

Role Overview

The International Associate Team Leader will be responsible for being the “Client Owner” (or first line escalation point) for our international clients, ensuring they receive exceptional service and delivery. The role supports the International Team Leader/Operations Manager with client responsibilities and backs a team of associates. The role will facilitate communication, proactively identify issues, lead issue resolution, help complete root‑cause analysis after resolving issues and provide guidance and support to the wider team. It will also liaise between internal groups working on current payroll needs that impact clients. The Associate Team Leader has a passion for managing delivery proactively to exceed client expectations whilst building a high‑performing team.

Key Responsibilities

• Payroll delivery and service level management: Deliver accurate and compliant payroll processing for a group of assigned clients and payrolls, coordinate the client’s requirements and manage the process with our trusted in‑country payroll network. Manage the allocation of international payrolls, including data processing and quality and accuracy reviews within the pay cycle and beyond (to include, but not limited to, any year‑end processes). Ensure accurate and timely data submission for internal and external SLA’s/KPI’s.
• Project delivery: Own or contribute to specific company projects such as improving and/or changing systems, processes or functions within the business. Ensure adoption for all new system features in a timely manner to realise expected efficiency.
• Client Management and Service Excellence: Take ownership of client escalations, ensuring timely and effective resolutions while maintaining strong relationships with clients and third parties. Support the team to consistently exceed client SLAs and deliver exceptional service. Demonstrate a commitment to delivering value and exceptional service to clients.
• Process Improvement and Collaboration: Identify opportunities for process improvements and collaborate with other departments, the Payroll Specialist, and clients to implement solutions that drive efficiency and continuous improvement. Work closely with other departments to drive continuous improvement initiatives, ensuring effective execution of the team’s mission to “get things done”.
• Communication and Influence: Demonstrate strong verbal and written communication skills, presenting and influencing effectively across multiple teams and organisational levels to align efforts and drive results. Build and maintain strong relationships with clients and third parties, aligning efforts toward achieving shared goals and outcomes.
• Country Legislation and Compliance: Take ownership of understanding and overseeing client requirements across a group of countries, developing in‑depth knowledge of statutory processes for each region. Ensure the accuracy of country‑specific operations manuals, assist in the maintenance and update of online document libraries. Support the team in staying informed about legislative changes, ensuring clear communication and a comprehensive understanding of updated requirements across the organization.
• Escalation Management and Problem Resolution: Take full ownership of client escalations, lead resolution efforts while coordinating with the Team Leader, Payroll Operations Manager, and Director as necessary. Ensure clear communication across internal stakeholders, keeping all parties informed of the escalation status. Drive continuous improvement by collaborating with internal stakeholders to enhance processes and outcomes, strengthening the effectiveness of our partner network and ensuring long‑term success.