The purpose of this role is to manage the respective teams to deliver high quality, professional and proactive payroll service to a well-established retail UK brand within Digital Employee Operations. It also includes management of day to day team’s issues and escalations, as well as building and maintaining positive and supportive team and continuous work on efficiency improvement.

Main accountabilities

• Demonstrate knowledge of processes and procedures relevant in Payroll area
• Supervise the team to deliver high quality, professional and proactive day to day service to the client, with agreed SLA’s
• Acting as a Subject Matter Expert (SME) for the team and clarifying their process related queries
• Monitoring and prioritizing the team workload
• Handle regular communication with the client counterparts and build strong relationship with them
• Manage day to day team’s issues, flag and mitigate them and manage escalations
• Process client’s escalations
• Keep all required process documentation up to date (process maps and procedures) and other documentation within agreed timeframes
• Participate in preparing the HR related reports on workload management, SLA achievement (including quality) and process efficiency
• Analyze the related management reports to observe trends and introduce improvements
• Manage processes according to Capgemini methodology
• Continually seek out ways to improve Client satisfaction
• Build the positive and supportive team culture, and help the team to improve efficiency
• Participation in transition in Q2