UK Payroll Manager

ROLE PURPOSE

• Manage and oversee the delivery of payroll services across a portfolio of SME clients, ensuring service standards, deadlines and client expectations are consistently achieved.
•  Lead, coach and develop Client Success Specialists, creating a high performing and client focused team culture.
• Act as a key point of contact for clients, building trusted relationships and ensuring a positive client experience.
• Oversee the effective coordination of payroll activities between clients, the CSS team and QX, ensuring payrolls are processed accurately and on time.
• Manage team workload, resource allocation and service priorities to ensure operational efficiency and service continuity.
• Monitor performance against key service indicators including payroll accuracy, SLA achievement, client satisfaction and operational efficiency.
• Act as an escalation point for complex client queries, service concerns and operational challenges, ensuring timely and effective resolution.
• Support the professional development of team members through coaching, feedback, mentoring and performance management.
• Drive a culture of accountability, collaboration and continuous improvement across the team.
• Maintain regular communication with clients through service review meetings and ongoing relationship management activities.
• Identify opportunities to enhance client service, improve operational processes and increase service consistency.
• Support client retention initiatives and identify opportunities for additional services, referring opportunities across the wider business.
• Work collaboratively with internal departments to ensure a joined up approach to client service delivery.
• Assist with marketing initiatives, networking activities and business development opportunities where appropriate.
• Identify risks within service delivery and implement appropriate controls, improvements and corrective actions.
• Demonstrate strong commercial awareness in relation to service delivery, resource utilisation and client profitability.

• Oversee the day-to-day management of payroll delivery activities across the SME client portfolio.
• Maintain strong oversight of payroll processing completed by QX, ensuring quality standards and service levels are achieved.
• Monitor payroll outputs, client communications and exception reporting, ensuring issues are identified and resolved promptly.
• Support Client Success Specialists in managing complex payroll matters, technical queries and service escalations.
• Maintain an up to date understanding of payroll legislation and industry developments, ensuring changes are effectively implemented across the team.
• Manage service delivery planning to ensure workload is distributed effectively and payroll deadlines are consistently met.
• Drive process improvement initiatives within the team, promoting operational efficiency, standardisation and best practice.
• Analyse performance metrics and service data to identify trends, risks and areas for improvement.
• Liaise with HR Consulting, Implementation, Technology and other internal teams to support client needs and service delivery requirements.
• Support client review meetings, presenting service performance, discussing operational matters and agreeing improvement actions.
• Ensure operational procedures, controls and client process documentation remain accurate and compliant.
• Support the onboarding team in achieving smooth transitions from implementation into business-as-usual payroll delivery.
• Manage responses to client queries and technical matters, ensuring guidance provided is accurate, practical and aligned with client needs.
• Contribute to service development initiatives, technology enhancements and continuous improvement projects.

Experience & qualifications

• Higher Grade/A Level or equivalent 
• Relevant professional qualifications

• University degree 2:1 minimum classification

• Previous experience managing payroll service delivery within a client focused environment.
• Experience leading teams and developing high performing individuals.
• Experience managing payroll client portfolios and stakeholder relationships.
• Experience working with outsourced or offshore delivery models.
• Experience handling complex payroll queries and client escalations.
• Experience driving operational improvement and service excellence initiatives.
• Experience supporting business development and client retention activities.
• Experience managing performance against operational and commercial objectives.

• Excellent leadership and people management skills.
• Strong stakeholder and client relationship management abilities.
• Excellent organisational and workload management skills.
• Strong written and verbal communication skills.
• Knowledge of payroll legislation, payroll operations and industry best practice.
• Knowledge of Microsoft Outlook, Word, Excel, PowerPoint and payroll software solutions.
• Strong analytical and problem-solving skills.
• Experience interpreting service performance data and driving improvement initiatives.
• Strong commercial awareness and understanding of client service management.
• Ability to manage competing priorities in a fast-paced client service environment.

• Strong team player with the ability to build effective relationships at all levels.
• Client focused with a commitment to service excellence.
• Self-motivated and able to work under pressure.
• Strong leadership presence with the ability to influence and motivate others.
• High levels of accountability and ownership.
• Positive and proactive approach to solving problems.
• Adaptable and responsive to changing client and business requirements.
• Committed to continuous improvement and operational excellence.
• Commercially minded with a focus on delivering value to both clients and the business.