Payroll Team Leader / Manager

About the role

The Payroll Team Leader / Manager will oversee the day‑to‑day operations of the Managed Services payroll support team. This role ensures operational efficiency, cost‑effectiveness and exceptional service delivery while acting as the primary liaison for customers.

Key responsibilities

• Lead and manage a team of 8–12 direct reports, providing tools, guidance and support to achieve operational goals.
• Coach, mentor and develop employees, overseeing the full performance‑management lifecycle.
• Handle recruitment, onboarding, training and ongoing development of team members.
• Ensure Customer Service Representatives follow established processes, service standards and communication protocols.
• Build and maintain strong customer relationships in partnership with Customer Success Managers.
• Manage customer escalations, conduct root‑cause analysis and implement corrective actions.
• Drive continuous process improvements and ensure timely, accurate delivery of outcomes, SLA compliance and high‑quality communication.

Required profile

• Highly organised, dependable and results‑driven.
• Excellent customer service, communication and stakeholder‑management abilities.
• Proactive problem‑solver capable of resolving operational issues in real time.
• Strategic mindset with a focus on continuous improvement and process optimisation.

Required skills