About the role

The Senior Payroll Upgrade Manager will take ownership and accountability of Moorepay’s clients upgrading to our Next Gen solution whilst ensuring excellent client experience is maintained at all times. Liaising with the Programme Manager, the Senior Payroll Upgrade Manager will create a positive and informed experience for our clients during the Next Gen transition period.

 Analysing and identifying potential client risks, the Senior Payroll Upgrade Manager will make decisions on the service provision needed on a client-by-client basis, based on knowledge and experience. The Senior Payroll Upgrade Manager will work as part of the broader Payroll Centres of Excellence Management team on projects to develop & execute consistent processes, technologies and customer engagement to actively address service quality, performance, accuracy and timeliness.

 Key Accountabilities:

Deliver high quality customer service to improve CSAT

  • Align to the Customer Service Upgrade Model – aligning skills, competencies and capacity to best meet the needs of the customers
  • Work with the onshore & offshore team to deliver quality customer service, on-time and accurately
  • Manage resources to meet/exceed migration schedules
  • Work with the Welcome team/On Boarding team to proactively manage customer on-boarding
  • Work with the Technical resource to ensure timely delivery of required functionality
  • Develop a service excellence culture to drive retention and revenue

  • Adhere to customer service standards and training to up-level the quality of service offered. (onshore & offshore)
  • Meet departmental and service delivery KPI’s & quality standards for the department
  • Implement specific improvement plans for individuals, teams or clients when delivery falls below the expected standards
  • Review and act upon ALL customer feedback; acting as a primary point of escalation for the client and make or execute recommendations for action / improvement
  • Take ownership of service improvement initiatives driven out of the Moorepay customer satisfaction surveys
  • Contribute to all customer communications for Payroll clients working across both on-shore and off-shore team
  • Ensure all customers are kept up to date as appropriate through regular meetings and communications on any changes that affect them
  • Build a high performing Payroll Centre of Excellence team

  • Contribute and support a culture improvement project to develop a positive work environment with a strong “One SME team” ethos
  • Develop a strong performance culture with clear goals & objectives
  • Empower, Inspire & motivate the Payroll Centre of Excellence team to sustain high levels of productivity, professionalism and morale
  • Skills and experience

  • CIPP qualified or similar professional qualification
  • Proven ability in building positive customer relationships
  • Proven commercial ability to manage and control budgets
  • Excellent interpersonal & communication skills
  • Payplan and Moorepay HR expertise or alternate platforms
  • Experience of operating within an outsourcing service provider
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