Lead Payroll Executive

The Lead Payroll Executive is responsible for the POD assigned within Payroll Operations, coaching, supporting and mentoring a group of 5 – 7 colleagues to achieve a best-in-class quality service to our customers.

The Lead Payroll Executive is responsible for the POD assigned within Payroll Operations, coaching, supporting and mentoring a group of 5 – 7 colleagues to achieve a best-in-class quality service to our customers.

Essential Duties and Responsibilities include the following. Other duties may be assigned. 

• 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 

Supervisory Responsibilities: Supervision of other colleagues and these include:

• 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
• To contribute in Pod’s performance reviews and provide input into their learning and development plans 

Degree of Independence/Supervision required

• Requires minimal supervision on the job
• Works independently with technical/functional/ business processes and follow standard principles of Payroll Operations delivery and quality guidelines