As a Strategic Payroll Manager for Moorepay, you will 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 position you will have a hybrid working pattern, working three days per week in our Swinton office and two days per week working from home.
Key Responsibilities:
- 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.