About the role

In this role you will be responsible for managing the operational delivery and transformation for a cohort of our strategic and enterprise clients. Managing day to day KPI’s for service delivery while maximise profitability across the business function. You will play a key role in driving transformation internally to scale and standardise our ways of working, and externally with our clients to maximise the use of our applications to provide an exceptional client and colleague experience. You will be responsible for monthly governance and review meetings with clients and bring insights to drive opportunity. The people development, individual career planning, skills assessment, performance management and creating a team culture to provide an outstanding client experience.

You will be required to mitigate any risk and monitor that we provide a legislatively compliant service and continuously seeking opportunities for improvement.

In this role your key responsibilities will be:

• Benefits delivery and realisation
  
• Optimisation of our resourcing model in the UK and Kochi
• Day to day oversight of the service KPI’s and key metrics
• Proactively recruit and manage the team to achieve success
• A key stakeholder in driving the business process transformation agenda with the client and implementation team
• Constantly deliver continuous improvement internally and externally to drive benefit
• Our service is compliant in line with UK Legislation, our SOC and internal controls are adhered to and monitored consistently, and our service is delivered inline with our commercial arrangement
• Identify opportunities to drive increased commercial value and additional services
• A key stakeholder in projects for new clients within the Payroll Department, ensuring project timelines are met
• Identify, manage and improve areas of weakness, risk or compliance for the business within the UK payroll processing area
• Monitoring of controls and regular auditing to check for completeness
• Attending customer and exec review meetings
• Final escalation point for any customer complaints
• Dealing with incidents, providing regular updates to internal and external stakeholders
• Driving a people lead culture of development and high performance
• Support and develops colleague to achieve career goals and objectives
• Support new business implementation and onboarding

In this role the day to day activities you will complete are:

• To ensure the right resourcing levels are maintained to meet the productivity and service targets
• Review of metric and service performance
• Holding regular 1 to 1’s providing feedback on performance against objectives
• To be accountable for the delivery of service to KPI’s, SLA’s and compliance
• To consistently seek to identify opportunities for process and service improvement
• Monitor customer NPS and colleague NPS, taking the feedback to implement strategies to improve
• To ensure all performance reporting for the customer and internal requirements are captured accurately
• Escalation of any business critical and major service delivery issues
• To manage and motivate a focussed team to deliver against business requirements in line with Zellis values and processes

Skills & experience

Essential

• Over 10 years in the payroll or HR industry
• 5+ years in a Leadership and Management role
• Business improvement, process design and business change including implementation
• Headcount Planning
• Quality and Compliance management system
• Financial controls and processes
• Positive attitude and energy, with a passion for building relationships
• Succession planning and development experience
• Process optimisation knowledge and experience
• Ability to demonstrate and deliver continual service improvement
• Leadership experience working in a financial service, contact centre or similar industry background
• Positive role model for the team, ability to build relationships at all levels
• Record of people success and development
• Good knowledge and experience of HR practices
• Experience of managing complex and high-volume teams, performance management and objective setting
• Strong customer service and client management experience
• Able to work collaboratively with multi location stake holders

Benefits & culture

At Zellis we create market-leading HR & Payroll products and services, to power exceptional employee experiences so that you and your people do better. Our multi-award-winning products pay over five million employees a year, with almost half (42%) of the FTSE 100, 50% of the top retailers and 30% of the top universities in the UK & Ireland as customers, making us the largest provider of Payroll and HR software and managed services.

Our vision is to be the clear leader in pay, reward, analytics, and people experiences. We're passionate about creating an environment where people want to join, belong to, and be part of a progressive organisation. Our values, which were defined with input from all of our 2,000 colleagues, we live and breathe every day:

• Unstoppable together.
• Always learning.
• Make it count.
• Think scale.

Our people are critical to our ongoing success; we’re proud of our inclusive culture that gives you the platform to grow, challenge the status quo and play a crucial role in further enhancing our market position as the leading provider of HR & Payroll software and services. With Zellis you’ll have the chance to stretch and challenge yourself in an environment that’s varied, flexible and hugely supportive.

We also love to reward and recognise our brilliant colleagues. As part of your benefits package, you’ll receive:

• A competitive base salary.
• 25 days annual leave, plus your birthday off and the opportunity to buy additional holiday.
• Private medical insurance.
• Life assurance 4x salary.
• Enhanced pension scheme with company contributions up to 8.5%.
• A huge range of additional flexible benefits across financial & personal wellbeing, lifestyle & leisure.