Payroll Services Manager

Harbor is seeking a Payroll Services Manager to join our growing team.  The Payroll Services Manager owns a portfolio of managed payroll services clients and leads the team that delivers them. This is an account ownership role, a people leadership role and a client relationship role combined. It sits directly below the Director and carries real responsibility for service quality, team performance and client satisfaction. This is not a processing role. The Payroll Services Manager directs the work, approves what goes to the client, holds the team to agreed standards and escalates to the Director with solutions not just problems. This position owns the end-to-end delivery of managed payroll services for a portfolio of clients - ensuring accuracy, compliance and a client experience that reflects Harbor's position as a trusted partner rather than a transactional service provider. To lead, develop and hold accountable the team beneath them and to act as the senior bridge between the Director's strategic direction and the day-to-day delivery of the service.

This role is expected to embody Harbor's values in practice - finding the root cause of problems rather than accepting the surface answer, insisting on the highest standards in everything that leaves the team, winning as a team including the client, doing the right thing even when it is uncomfortable, using data to make decisions and bringing the independence and confidence of a trusted expert partner.

This is a hybrid position that offers remote work capability, with our office located in Nantwich, England.

Key Responsibilities:

Account Ownership:

• Own a portfolio of managed services clients end to end - accountable for service quality, client satisfaction and escalation management.
• Act as senior point of contact for clients including HR Directors and senior stakeholders - build trusted, proactive relationships.
• Chair monthly client review meetings and BAU payroll input meetings - present KPIs, raise issues constructively and agree forward plans.
• Review and approve all client communications before they leave the team.
• Manage client escalations confidently - come with solutions and keep the Director informed before issues become complaints.
• Raise Change Request Forms for any work outside the agreed process and use the data to manage client behaviour constructively.

People Leadership:

• Direct, manage and develop the team - including Team Leader, Payroll Specialists and Administrators.
• Run a structured daily stand up and weekly check in - surface blockers early and manage workload proactively.
• Coach the team on client communication, escalation and decision making - the standard of what leaves the team reflects the Payroll Services Manager.
• Hold the team accountable to the Harbor ways of working and values
• Conduct regular one to ones with direct reports - document outcomes and track development.

Planning and Pre-planning:

• Own the six month service delivery plan for the portfolio - reviewed weekly with the Director.
• Plan key annual events at least three months in advance - salary reviews, year end, bonus cycles, renewals.
• Complete a risk assessment before any significant payroll event or new piece of work.
• Ensure the team are never blindsided - communicate deadlines, data requirements and upcoming activity clearly and in advance.

KPI and Performance:

• Own the KPI framework for the portfolio - track accuracy, timeliness, responsiveness and change request volume.
• Present KPI reports at monthly client reviews - celebrate improvements and address issues with data.
• Use the issue log proactively - identify patterns and drive improvements before they become complaints.

Payroll Operations:

• Maintain strong technical payroll knowledge to quality check work, coach the team and hold credible client conversations.
• Oversee end to end payroll delivery - does not need to process payroll but must understand every step of the process.
• Ensure compliance with all relevant legislation across UK and international payrolls.
• Review and sign off payroll control sheets and variance reports before they go to the client.

Knowledge and Skills Required:

Essential:

• Strong technical payroll knowledge - UK payroll essential.
• Experience managing a team and holding people accountable.
• Confident client relationship management with senior stakeholders.
• Proactive instinct - identifies problems before the client does and comes with a plan.
• Clear, professional written and verbal communication.
• Experience working across multiple client accounts simultaneously.

Desirable:

• International or global payroll experience - multi-jurisdictional, multi-currency.
• Experience in a managed payroll services environment.
• Experience building processes and frameworks from scratch.    
• Track record of turning around difficult client relationships.