Job Description

Responsibilities:
– To process UK Payroll accurately and in a timely manner.
– To ensure team’s workload and deliveries are managed daily
– To manage issues and escalations from customers and track progress on a monthly basis visible to the Team Manager and Service Delivery Manager
– To identify & eliminate single points of failures through cross training on payrolls
– To track and report measurable improvement in team skillset (via skill matrix)
– To ensure all customers has a playbook or processing manual agreed and signed off by the customer or proven with no escalations from last 3 – 6 processing in place. To also track and report progress of the documentation creation and updates through lessons learnt
– To ensure all customer escalations have fully documented Root Cause Analysis and these are kept in the RCA log which is shared to all colleagues in Operations and is part of a monthly lessons learnt training session with the team
– To chair service reviews with customers
– To support using best practices the expansion of Payrolls Operations team
– To ensure adherence to quality standards and practices, via peer reviews on accounts in hypercare for example
– To drive customer satisfaction (KYC, NPS, etc.) by ensuring high quality of service
– To proactively highlight risks and provides with a set of plans and options to mitigate
– To seek and respond to development feedback
– To report on Key KPIs – NPS, KYC, Utilisation, Productivity, Accuracy, customer escalations and terminations
– To call out support and training requirements
– To identify and lead continuous improvements and process efficiency
– To provide work direction and guidance to team members: ensure accuracy of the work of colleagues, their ability to operate under deadlines and to work on multiple tasks/accounts

Qualifications & Experience:
– HSC/Diploma holders
– Excellent Communication in English (Written and Spoken)
– 2-3 years experience in processing UK Payroll
– Very fluent in Mathematics calculations and Excel

Please send your CV to info@succexa.mu