Payroll Team Leader

Since 1995, Brookson have provided top class accountancy services to over 90,000 contractors, freelancers and self-employed professionals. We have transformed from a small accountancy firm into a nationwide contractor accountants company with over 300 employees, however, despite this growth we still pride ourselves on a friendly personalised service and working environment.

Based in Warrington, we ensure that all customers receive the highest standard accountancy services on the market whether that is through limited company or umbrella company service lines.

Due to significant investment and growth Brookson are now looking for an experienced Payroll Team Leader to join our rapidly expanding team.

Role Purpose

To manage a team of Payroll and Operations Administrators to provide a professional and effective service by leading, coaching and developing the Service Delivery Operations team including Limited Company Payroll, Umbrella Payroll and Company Administration tasks.

To drive performance and processes to ensure that the highest quality Service Delivery and Customer Experience is provided to customers at all times.

Role Accountabilities

Specific Role Accountabilities

• Complete weekly Limited Company Payroll, including weekly RTI submission.
• Complete weekly Umbrella Payroll, ensuring all employees are paid in line with SLA, including weekly RTI submission.
• Ensure completion of Quarterly and YE payroll submission for Limited Company customers.
• Ensure accuracy of payroll data used by other departments within the business
• Take responsibility for process improvement, working with the Service Delivery Operations Manager to improve the accuracy and efficiency of the Service Delivery processes
• Provide a professional service to clients, identifying and implementing changes to processes which can be improved, removing any bottlenecks or risks
• Undertake and be receptive to training as and when required
• Any other duties that are deemed necessary to support the business

Generic Team Leader Role Accountabilities

• Manage and supervise the workload of the team allocating team members to optimise service provision and administrator support across the opening hours of the service delivery department
• Co-ordinate the team in all aspects of the role to ensure that the service provided by the advisors adheres to the operational performance standards for quality and timeliness.
• Understand the current and future capabilities of the team, ensuring the team have the skills and knowledge to carrying out their role effectively, identifying any gaps and training needs and implementing the necessary training to address
• Ensure a consistent approach is maintained across the team by providing coaching on a group and one to one basis
• Ensure that internal relationships between departments are supportive & constructive
• Ensure that the team have the skills and knowledge to carry out their role effectively by identifying, arranging and evaluating training needs and interventions
• Manage escalated customer issues, exceptions and technical questions
• Ensure that the general administration and filing duties of the team are co-ordinated and kept up to date
• Regularly meet with Team Members via team meetings to ensure that staff are focused on delivering business objectives
• Manage and track punctuality and absenteeism, carry out return to work interviews and escalate to management instances of excessive or long term absence
• Carry out 121's and annual Performance Reviews for all team members in order to set relevant objectives and to provide constructive feedback on past performance
• Carry out capability interviews in line with specified procedures to ensure that the department recruits the right person for the role
• Manage issues of discipline and grievance in conjunction with HR
• Ensure that the Team has training and education plans in place that are appropriate to their current role within the business. Ensuring regular training is conducted and recorded and the Training Manual kept up to date at all times
• Contribute to meetings and provide key reports to relevant Managers on a regular and ad hoc basis
• Develop the systems and processes within the department to provide the most effective and efficient service to customers

Role Relationships

Working within the Service Delivery Team the role holder will report to the Service Delivery Operations Manager.

The role holder will have a team of Administrators reporting directly to them with a senior in each function.

Personal Profile

• A minimum of 2 years experience in a Team Leader position within a contact centre / high volume shared services or business process outsourcing environment
• Proven ability to manage people, mentoring, coaching, succession planning and performance management
• Proven ability to motivate a team to deliver and exceed KPI targets
• Strong organisational skills
• Strong leadership skills
• Previous experience of data manipulation, analysing trends and reporting this back to management
• Business process re-engineering a distinct advantage
• Strong problem solving skills combined with a logical approach and ability to work under own initiative
• Proven ability to work under pressure achieving stretching and tight deadlines
• Strong commercial grounding along with a confident and assertive attitude