Job Description:

Payroll Service Manager

Contract: Financial Planning & Analysis
Location: Birmingham, Weybridge or Bolton
Hours of work: 37.5
Contract Type: Fixed Term Contract (6 months)

Our client, a leading provider of facilities services in the UK, is seeking a Payroll Service Manager to lead the Payroll Service Team and ensure the delivery of an exceptional payroll service experience.

This role is responsible for the day-to-day management of payroll queries, ensuring all enquiries received through the payroll query management system are responded to and resolved in line with agreed service level agreements (SLAs). The successful candidate will lead a customer-focused team, ensuring efficient query resolution for both monthly and fortnightly paid employees.

The Payroll Service Manager will work closely with key stakeholders and the outsourced payroll provider to drive continuous improvement across payroll services. The role also plays an important part in analysing query trends, identifying root causes and supporting enhancements to processes, service delivery and the overall employee experience.

Key Responsibilities

• Lead and manage the Payroll Service Team, providing resolutions to payroll queries for monthly and fortnightly paid employees.
• Deliver a high-quality payroll customer service experience across the payroll function.
• Ensure all payroll queries are allocated, monitored and resolved within agreed SLAs.
• Act as the escalation point for complex payroll queries and service-related issues.
• Allocate workloads effectively to ensure timely and accurate query resolution.
• Coach, train and develop team members through regular one-to-one meetings and performance management.
• Analyse query trends and root causes to identify opportunities for service and process improvements.
• Build and maintain effective relationships with key stakeholders and the payroll provider, supporting collaboration and best practice sharing.

Person Specification

• Strong UK payroll experience.
• Proven team leadership capability.
• Effective stakeholder management skills.
• Sound knowledge of UK payroll legislation and GDPR requirements.
• Advanced Excel and data analysis skills.
• Excellent problem-solving and decision-making abilities.
• Experience managing both internal and external stakeholders.
• Experience allocating, coordinating and managing workloads across teams.