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Payroll Service Delivery Manager

Apply now Job no: 552267
Work type: Contract
Location: United Kingdom, United Kingdom – Luton
Categories: Client Payroll
Office Location: Luton

TMF Group is a leading provider of critical administrative services, helping clients invest and operate safely around the world. We provide legal, financial and employee administration through TMF Group’s teams in 120 offices.

Job purpose

The Payroll Service Delivery Manager is overall accountable for the full service delivery within the payroll team. Ensuring TMF’s payroll clients are provided with an efficient, professional and high quality service is critical to the success of this role and of the department. The Payroll Manager will also be acting as a reviewer and point of escalation for all payroll compliance duties for Client Entities within their span of control. Applying comprehensive procedures and ensuring the team are fully compliant is essential in this role. The Payroll Manager owns workforce planning for their team creating a positive working environment with high levels of motivation and engagement. He/ She is accountable for leading the team towards adherence to all Service Level Agreements (SLAs) and applicable Key Performance Indicators (KPIs), inclusive of all mandatory local legislation compliance requirements.

Duties and responsibilities

  • Responsible for the overall management of the team with the primary focus to increase revenue, productivity, efficiency and quality of the team
  • Assist the Managing Director (MD) in pursuing revenue opportunities and the General Manager (GM) with all possible cross sell and upsell opportunities
  • Acts as the focal point for the Payroll team to internal and external stakeholders / clients on daily operational escalations and issues.
  • Works closely with clients to set expectations and communicates expectations to the team. 
  • Follows ‘Our Service Promise’ delivery guidelines for relationship management
  • Qualified reviewer for all ISAE 3402 approved oversight checklists, internal control points and external paperwork as required
  • Has a comprehensive technical and functional understanding of all processes in use (i.e. payrolls, remittances, filings with appropriate tax authorities and payments to employees and benefits (e.g. Health Insurance, Pension, Share Awards etc.)
  • Allocate and coordinate the workload of payroll Client Account Managers (JB4s), assigning or re-assigning tasks to them and monitor progress of delivery using available means to ensure work is delivered on time
  • Provide guidance and support to team members (including on the job training) with complex payroll/tax related queries and acting as a point of escalation. Oversee their communication with third parties, stepping in as required
  • Responsible for creating a high-performance team by focusing on team development, satisfying work experiences and accountability for team(s) results and performance and ultimately retention
  • Maintain a focus on continuous improvement in the team, challenging the status quo.   Lead and participate in payroll department projects
  • Ensures that all necessary manuals, payroll processes and controls are created and/or maintained as appropriate.
  • Managing and monitoring company policies relating to payroll to ensure requirements are followed consistently and in full for each payroll cycle
  • Have oversight of new client on-boarding
  • Provide support to the Internal Accounting team for Debtors/WIP
  • Manages overall training, development, and workload of all Payroll staff
  • Monitors and undertakes staff performance discussions and appraisals and provides necessary coaching & mentoring
  • Ensure Head of Department is informed of service delivery matters
  • To undertake any other duties as reasonably expected for the role

Job specific requirements

  • IPASS/CIPP, or equivalent qualification with extensive experience in a fast paced, high volume payroll position,
  • A detailed knowledge of Pay  As You Earn (including Benefits In Kind) and PRSI/NI and familiarity with Revenue’s online service and bank transfer processes,
  • Proven experience of direct people management / Prior supervisory experience is preferred
  • Resourceful, independent and strong problem-solving abilities
  • Excellent written and communication skills, with strong ability to plan ahead and organise themselves
  • Analytical structured mind set with ability to follow and build upon existing processes and ensure data is maintained with accuracy and consistency
  • Fluency in English is required
  • Proficiency in MS Excel and MS Word is essential
  • Experience of payroll systems and/or willingness to learn and use systems
  • Experience in an outsourcing firm with strong client servicing skills is preferred

Key results Areas & Key Performance Indicators

  • Accountable for the smooth on-boarding of new clients each month in respect of the involvement from the HRP on-boarding specialist.
  • Accountable for management of all entities and related recurring tasks under their JB4 spans of control acting as a reviewer and an internal and external point of escalation where necessary (amount to be specified in annual objectives & regularly reviewed)
  • Accountable for maintaining Last Twelve Months (LTM) attrition levels to below the standards set by the  business for employees within their span of control
  • Support process enhancement and continuous process improvements, utilising systems as required
  • Accountable for the team’s entities remaining fully compliant with relevant local legislation
  • Zero Customer escalations / complaints within your team’s span of control
  • Accountable for 99% of audits being filed in a timely manner
  • 100% timely and accurate time writing for own time and validation and signoff for employees within your span of control
  • Contribute towards achieving Team’s Annual Efficiency Target
  • Accountable for 99% Data Entry completeness and accuracy into the local Accounting system
  • Accountable for 100% Payments accuracy and timeliness
  • Accountable for 99% Compliance to Tax Reporting Deadlines
  • 100% adherence to ISO27001 Data/information Security & ISAE 3402 protocols

What's in it for you

Pathways for career development

  • Work with colleagues and clients around the world on interesting and challenging work.
  • We provide internal career opportunities so you can take your career further within TMF
  • Continuous development is supported through global learning opportunities from the TMF Business Academy

Making an impact

  • You’ll be helping us to make the world a simpler place to do business for our clients
  • Through our corporate social responsibility programme, you’ll also be making a difference in the communities where we work

A supportive environment

  • Strong feedback culture to help build an engaging workplace
  • Our inclusive work environment allows you to work from our offices around the world, as well as from home, helping you find the right work-life balance to perform at your best.






Advertised: GMT Daylight Time
Applications close: GMT Daylight Time

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