Customer Payroll Manager BPO

Hybrid – Split between Manchester and remote

The Symatrix Managed Services Team(s) offer a range of services to our Customers:

Application Support, covering the entire suite of Oracle HRMS products, including HR, Self Service, Learning Management, Recruitment and Payroll on both E-Business Suite and HCM Cloud
Hosting and DBA Services
Business Process Outsourcing for HR Administration and Payroll Solutions
Testing-as-a-Service

The Customer Payroll Manager will:

Be the SME and primary contact for a large Payroll Customer; being the face of the Symatrix Payroll service
Ensure provision of the Customer Payroll service, to the highest quality and Customer-focussed level
Ensure compliance with Payroll and HR legislation, GDPR and IS Policies and Procedures
Provide a positive, personal, responsive and efficient service to all Customers
Providing the fastest route to Customer resolution
Set clear expectations and follow-up on what we say
Recognise and respect differing levels of technical knowledge and adjust communication style accordingly
Maintain Customer satisfaction (which will be monitored through Customer satisfaction surveys)
Ensure continual improvement of service through knowledge and System Development

Main duties and responsibilities

Day to day management of a Payroll Team ensuring the smooth running of the Payroll and quality of service to our Customer and to ensure SLA adherence
To plan the workload and planner of the Customer for each month’s Payroll and ad-hoc cycles
To work in line with all Payroll processes as per the documented manuals
Resolve and provide advice and guidance on Payroll queries from customers, employees, HMRC and other 3rd parties
Build solid relationships with Customer, ensure that their expectations are met, and ensure delivery of a service conducive with long term customer relationship
Be the point of escalation for Customer queries and issues
Ensure confidentiality of Customer data is always maintained
Customer advisor on Payroll legislation
Assess and manage key aspects of change control on Customer account, including changes to process and operating procedures
Ensuring update and maintenance of BPO Payroll-specific documentation (Customer Operating manual etc)
Provide scheduled Payroll reports
Support the BPO Manager in providing regular service delivery reports and attending Customer service review meetings
Perform regular catch ups and annual PDRs, including setting up and monitoring the Teams objectives
Supporting the BPO Manager with Team planning and monitoring annual leave.
Work with cross-departmental Teams to deliver change and exceptional Customer service across the portfolio of outsourced services.
UAT of any System changes, Management of Testing of major releases, where no additional Testing contract in place
To work in line with the Symatrix ISMS
To undertake any other reasonable duties commensurate with the level of the post to ensure the smooth running of the company
To support new Customers when required, the on-boarding of new Customers and UAT of new Customer solutions
Support continuous improvement of working practices through technology and processes
To undertake any other reasonable duties commensurate with the level of the post to ensure the smooth running of the company

Person Specification - Knowledge / Experience / Skills / Qualities

Essential:

Experience of Oracle HR and Payroll (Oracle Cloud)
A positive “can do” approach
Proven experience of UK Payroll Administration
Commitment to delivering the highest standards of Customer care
Exceptional Customer facing skills
Ability to work in a fast moving, dynamic environment
Ability to communicate and influence at all levels of the business
Payroll Management experience
CIPP/CIPD or equivalent qualification
Experience of process improvement
Experience of a HR Shared service centre or helpdesk environment
Experience of product Testing
Experience of working in cross-departmental Teams
Experience of working for an outsource provider
Experience of large Payrolls
Excellent communication skills
Good telephone manner
Good interpersonal skills
Strong team player
Supervisory experience
Good problem-solving skills
Knowledge of Data Protection and Information Security regulations
UK based

Desirable

Experience of systems support
Experience of reporting tools
Detailed knowledge of UK HR legislation
Experience of working in a Team when a new HR & Payroll solution has been implemented
Experience of working in a fully managed Payroll environment
Experience of HR & Payroll process and service design and improvement
Experience of service delivery within a multi-Customer environment

Why Symatrix?

At Symatrix our vision is to unlock the endless possibilities of Oracle Cloud HCM and ERP.

Now an AST Company, we were founded in 2000 with the specific focus of providing services and expertise to organisations looking to implement and leverage Oracle HCM. We have come a long way since then. Today we believe that all customers should be able to make their business applications work harder for them and provide the returns and the benefits they expected. Everything we do supports this belief. We provide

Consulting as well as end-to-end managed services for HCM and ERP on premise or in the Cloud - from Applications Support and Testing as a Service through to Managed Payroll and Process Improvement services, not to mention our award-winning Oracle Practice! In fact, because we truly listen, our services have all developed from customer demand.

After the introduction of Oracle Cloud, we added Environment Management and Testing as a Service to our kit bag to complement our application support and change services. Our Consulting services have evolved to support Cloud and we have retained our award-winning on-premises expertise. We also created an exciting suite of services to help our customers manage and improve their processes, which really help to move our customers from “adopting Cloud” to “embracing Cloud”.

We are delighted to be able to say that we’re an ISO27001, Bacs and Cyber Essentials accredited business but there are many reasons that we’re proud of what we’ve achieved over the years

What can we offer in return?

As well as your Salary, we also provided the following; Bonus, group Life Cover, Pension Contribution, Healthcare, cycle-to-work scheme, 25 days holidays, 5 days holiday buy-back a year and your birthday off afternoon 2 years’ service.

If you are interested then please send your application to our Talent Acquisition Specialist carlton.hill@symatrix.com