SKILLS & EXPERIENCE

• CIPP qualified or equivalent, or working at that level.
• Previous experience in delivering fully managed payroll services.
• Proven ability in building and managing a high performing team - working onshore and offshore preferred.
• Excellent ability in building positive customer relationships.
• Proven commercial ability to manage and control budgets.
• Excellent interpersonal and communication skills.
• Moorepay HR expertise or alternate platforms (desirable).
• Experience of operating within an outsourcing service provider (desirable).
• Experience in managing large transition projects (desirable).
• Eager to learn and develop.
• Great coaching and mentoring skills.
• Highly organised and methodical in your approach.

As a Strategic Payroll Manager for Moorepay you’ll be responsible for handling a portfolio of clients, making decisions based on your knowledge and experience, delivering every aspect of the strategic payroll service. You will be a subject matter expert on our payroll and our systems, focused on service delivery and providing a great client experience.
In this role you’ll work from our Swinton offices on a hybrid basis, Tuesday-Thursday office based with Monday & Friday working remotely.

Key responsibilities include:

• Managing a portfolio of clients, ensuring their payrolls are fulfilled timely, accurately and securely.
• Answering client queries about their Payroll or Moorepay systems via email and telephone, within service level agreements, striving for client advocacy and first contact resolution.
• Owning and taking responsibility for the client journey, always ensuring service excellence.
• Helping clients understand how best to use their Moorepay Software to support their business needs.
• Sharing knowledge and expertise with onshore and offshore colleagues, striving for a consistent client experience.
• Managing customers to control quality and format of client input and reduce delays in processing.
• Working with the Implementation team to proactively manage customer onboarding, through first run into BAU.
• Meeting departmental and service delivery KPIs and quality standards for the team.
• Implementing specific improvement plans for individuals, teams or clients when delivery falls below the expected standards.
• Reviewing and acting upon all customer feedback; acting as a primary point of escalation for the client and making/executing recommendations for improvement.
• Taking ownership of service improvement initiatives driven out of the Moorepay customer satisfaction surveys.
• Liaising with internal stakeholders, within Operations, Sales, Client Success, Marketing and Technology, to help manage client payrolls.
• Using the CRM to record details of all client interactions.
• Possessing full awareness of specific client requirements and ensuring these are documented within the payroll system.
• Complete all set tasks accurately and efficiently, adhering to deadlines, instructions, policies and procedures and training as appropriate.
• Conducting account client reviews.
• Raising system bugs and improvement ideas with technical support.
• Working closely with payroll processors (based in Kochi, India).
• Sharing ideas to help improve processes.
• Keeping up-to-date with payroll trends, product enhancements, industry developments and HR legislation.