Payroll Services Manager

Account Ownership:

Own a portfolio of managed services clients end to end - accountable for service quality, client satisfaction and escalation management.

Act as senior point of contact for clients including HR Directors and senior stakeholders - build trusted, proactive relationships.

Chair monthly client review meetings and BAU payroll input meetings - present KPIs, raise issues constructively and agree forward plans.

Review and approve all client communications before they leave the team.

Manage client escalations confidently - come with solutions and keep the Director informed before issues become complaints.

Raise Change Request Forms for any work outside the agreed process and use the data to manage client behaviour constructively.

People Leadership:

Direct, manage and develop the team - including Team Leader, Payroll Specialists and Administrators.

Run a structured daily stand up and weekly check in - surface blockers early and manage workload proactively.

Coach the team on client communication, escalation and decision making - the standard of what leaves the team reflects the Payroll Services Manager.

Hold the team accountable to the Harbor ways of working and values

Conduct regular one to ones with direct reports - document outcomes and track development.

Planning and Pre-planning:

Own the six month service delivery plan for the portfolio - reviewed weekly with the Director.

Plan key annual events at least three months in advance - salary reviews, year end, bonus cycles, renewals.

Complete a risk assessment before any significant payroll event or new piece of work.

Ensure the team are never blindsided - communicate deadlines, data requirements and upcoming activity clearly and in advance.

KPI and Performance:

Own the KPI framework for the portfolio - track accuracy, timeliness, responsiveness and change request volume.