Team Lead/Assistant Manager - Payroll Control/Support

Team Lead/Assistant Manager - Payroll Control/Support/Live Chat

Purpose of Position:

- Manage and be actively involved in the calculation and data entry of tax forms, in line with current legislation on behalf of the payroll department. Review and resolve queries within known business process area of the payroll dept.

- To co-ordinate incoming queries from consultants efficiently, resolving where possible or passing to the support team.

- Maintain the aims and objectives of the department to deliver excellent customer service by embedding high standards and principles, streamlining, automating, and improving processes whilst removing duplication and inefficiency.

Roles and Responsibilities:

Operational management:

- Embody our company values, including coaching team members, providing constructive and timely feedback whilst ensuring training needs are met

- Proactively lead a team of professionals undertaking Payroll Control, Support and Live Chat activities

Supervise:

- The query from consultants regarding temporary worker payment also ensuring their timely payment before the pay run

- Accuracy of keyed in Worker Tax Data and checking of control reports

- Support and verify the Gross to Net Exception Report checking process (Global Payroll/Accounts Payable)

- Answer and resolve all internal and Worker queries

Responsible for:

- Monitor and publish performance dashboards and reports leveraging agreed KPIs and SLAs. Work closely with team members to identify training needs, escalating where necessary

- Resolve operational queries and issues to optimize team performance and customer experience. Escalate unresolvable issues with Manager Paybill/Payroll and partner fellow Payroll Team Leads where necessary

- Assist Call Centre Manager with the monitoring and use of communication methods Live chat tools

- Proactively identify and respond to continuous improvement opportunities including Payroll Cycle, to achieve the best outcome for the organisation

- Build and maintain relationships with all leadership to ensure holistic understanding of the organisation and how best to serve our customers

Leadership &Culture Management:

- Foster a culture of high-quality performance and continuous improvement throughout our process; drive employee engagement and achieve productivity commitments

- Plan, coordinate and review the work plan for all assigned employees and proactively seek feedback and resolve any concerns, issues or grievances

- Drive discipline across financial processes and provide professional accounting leadership

- Lead by example and ensure positive interactions internal and external business stakeholders

- Ensure all process documentation including Standard Operating Procedures (SOPs) are created and maintained

Candidate Requirements:

- Proven experience of supervising a team including effective communications, identifying training needs and developing both team and self

- Finance graduate and relevant experience of payroll/Chat customer service gained.

- Proven experience of proactively managing payroll & Customer Service Chat exceptions and building strong relationships with counter parts

- Experienced in managing transactional processes of payroll

- Proven team leadership skills including coaching team members, providing constructive and timely feedback whilst ensuring training needs are met

- Proactive in managing exceptions of payroll & Customer Service Chat and building strong relationships with our counterparts

- Self-motivated team player who is well organised, has attention to detail and an ability to prioritise complex workloads

- Technical expertise in customer service/payroll exceptions

- Able to work across multiple time zones; shift work will be required

- Fluency in written and oral English; Spanish/Portuguese desirable