Job Details: SAP Payroll Team Leaders (x2)

Main responsibilities and Opportunities:

Manages Relationships with Internal & External Clients

• Meets deadlines as specified in Client SLA's through effective communication and prioritisation
• Check output of team members for accuracy and timely completion in line with agreed client SLA's
• Maintain and monitor daily/week quality statistics for review

• Undertakes Payroll Audits and scoping activities and produces audit report using a range of media

• Develop continued excellent relationships with all clients responding to client needs

• Ensures company confidentiality at all times
• Manages issues and complaints to ensure a positive outcome
• Manages relationships with internal clients including Senior Management
• Ensures appropriate and accurate communications with team, customers and colleges
• Client service excellence in all dealings and gain evidence via feedback and satisfaction surveys from clients
• Prepares and reviews payroll, and P11D where appropriate, issues and agrees payroll schedules with customers
• Ensures customer data is received in correct format to meet SLA agreements and rreconciles data to ensure accuracy
• Communicates system updates to team and rrecommends and agrees ways in which systems and procedures can be improved to enhance business
• Ensures customers are charged accurately and in a timely manner for services received
• Liaises with customers to provide costs for additional requirements outside of the SLA
• Provides information as requested by customers in terms of their contracts
• Identifies, to the customer, disruptions to service level agreement and implements corrective action

People Management

• Assists in cascading to the team the objectives and direction from the Division's Business objectives as set by Payroll Manager and ensures team understanding of vision/mission and purpose of the Unit.
• Undertake regular performance reviews, identifies opportunities for continuous improvement, provide coaching and individual development
• Provides and maintains regular data/statistics/reports on team and individuals performance for discussions in 1:1's
• Trains, coaches and advises team members, colleagues and customers with the aim of maximising performance
• Undertakes performance management for all individuals within team and ensure appraisals are completed within required timescales
• Manages day-to-day people issues and queries; such as sickness absence, performance issues, identifying training needs, employee recognition and motivation

• Deputise where applicable for Payroll Manager
• Perform all Teams duties in periods of absence
• Ensure resources are in place to achieve the Business objectives
• Analyse work volume trends and sales projections to forecast future workflow. Use this information and internal time recording statistics and productivity measures, to ensure the right number of skilled resources is in place to meet required current and future service requirements
• Assist in recruitment training and coaching of new staff into the Team to ensure maximum performance
• Handles Complex queries and client complaints Level 1 on behalf of team members
• Maintains a working knowledge of Sickness, Maternity, other special leave Tax and National Insurance
• Keeps abreast of changes in Payroll Legislation through reading professional magazines, attending seminars etc

There may be additional activities to perform from time to time in order to maximise the contribution to Northgate Information Solutions goals and objectives

Qualifications, work experience:

Essential

• IPPM Diploma (or working towards this qualification) with good technical knowledge of payroll systems

• Demonstrable record of previous Payroll experience
• To be multi skilled in so far as ability to support colleagues on other accounts in times of peak workload, holidays and other absences
• Knowledge of teams and delivering on set objectives
• Coaching and supervision, including managing performance and motivating teams
• Business Awareness
• Customer Focused - Track record of face to face, telephone and written contact with customers.
• Customer Care training
• Quality Audit
• Client Focus - a track record of face to face, telephone and written contact with customers

Desirable

• A working knowledge of the Outsourcing business
• A good knowledge of more than one Northgate product

• IPPM Team Leader & Supervisory Qualification

Knowledge (Language, IT skills etc)

Essential

• PC Literacy - Word, Excel
• Outlook - basic
• Working knowledge of SAP Payroll

Desirable

• SAP/Oracle

Personal Skills:

• Excellent communication skills both written and orally
• Can build and grow relationships with employees in the team
• Customer Focused
• Can make decision without guidance
• Ability to coach and empower others
• Effective delegation and organisation skills
• A drive to learn and develop
• Influencing and negotiation skills

Competencies: Only to be completed for permanent positions

Please ensure the level of competency is defined

Business Focus

Level 2

• Collaborates, rather than competes, with colleagues to deliver results
• Seeks opportunities to gain an understanding of the industry and, where appropriate, out competitors
• Understands Northgate's vision and how it impacts on own business area and personal objects
• Thinks about implications of decisions
• Act responsibly with Northgate's resources

Personal Impact

Level 2

• Recognises the need to treat people as individuals
• Can be relied upon to deliver the right service in a timely manner
• Demonstrates a positive attitude towards delivering excellent client service
• Communicates own views clearly and concisely whilst showing sensitivity towards others

• Asks questions to understand objections and offers appropriate and reasoned arguments

Change & Innovation

Level 2

• Seeks to update own skills in order to meet new tasks and challenges that come with continuous improvement
• Makes practical suggestions to improve processes that positively impact upon the service delivered to clients
• Promptly adapts priorities and workload to take on board changing circumstances

• Volunteers to pilot new innovations, processes or systems in own area

Decision Making

Level 2

• Assists clients in decision making, acting as a trusted advocate of best practice
• Makes well thought out choices within own area of expertise and influence
• Takes decisions within appropriate timeframes
• Escalates decision making to manager when appropriate

• Clearly explains how own decisions benefit the business, the client or colleagues

Performance Management

Level 2

• Able to explain personal goals and performance indicators clearly
• Completes tasks to the required quality standards on time
• Acts upon feedback to improve personal performance
• Accepts responsibility for own success and failures
• Demonstrates appropriate personal work standards

Communication

Level 2

• Demonstrates openness and honesty in communication with others
• Shows good judgement when deciding which pieces of information need to be shared and with whom
• Uses information received in a constructive manner
• Balances listening and contributing when dealing with individuals or teams
• Communicates detailed information concisely, correctly and at the right time

• Keeps others informed of clients concerns or changing needs

Self Development

Level 2

• Keeps up to date with developments within own specialist area and seeks regular development of skills and knowledge
• Responds positively to feedback and acts upon it
• Sees new tasks and challenges as opportunities to learn and develop
• Sets realistic and timely development targets and works hard to achieve them

• Pro-actively shares knowledge with colleagues