Service Delivery Manager

1 month ago


Surrey, British Columbia, Canada ZALARIS Deutschland AG Full time
Service Delivery Manager

Zalaris is a rapidly expanding global leader in Tech HR and payroll solutions. We're big enough for you to grow and be a part of an international environment, yet small enough for you to be visible and truly make a difference.

Key Responsibilities:
  • Ensure timely and correct deliveries of outsourced payroll and HR services and technology to Zalaris clients located in the UK and Ireland as per the agreed contract.
  • Manage Service Delivery and continuous improvements:
    • Has a proactive and consultative role in solving payroll related issues in customer service, driving continuous improvement of customer processes, and adding value to the customer.
    • Monitor, analyze, report & follows up, on operational KPI's around service excellence and customer satisfaction for own clients and takes immediate corrective actions whenever there is a risk of operational KPI's or SLA's not being met.
  • Customer Service and relationship management:
    • Has a solid understanding of payroll processes end-to-end, the agreed delivery scope and responsibilities and ensures compliance with these tasks and processes.
    • Prepares monthly service reports to named customers and organizes service meetings according to agreed governance model.
Requirements:
  • Experience from working with and in-depth understanding of payroll and personnel administration, payroll accounting and payroll processes end-to-end.
  • Experience in outsourcing of HR /payroll, accounting, IT or other business functions either from service provider or customer side
  • Minimum of 2 years' experience in managing customer relationships.
  • Solid understanding of customer expectations in service business
  • Business and service minded, analytical and customer focused.
  • Knowledge on employment laws and other relevant payroll related regulation
  • SAP HCM experience
What We Offer:
  • Employer pensions contributions of 5%
  • Private Medical Insurance (with option to add dependents)
  • Employee education and apprenticeship opportunities (i.e. free SAP learning and/or relevant qualifications)
  • Financial rewards for long service and achievements
  • Strong leadership with an open-door policy
  • Non-hierarchical approach to people management
  • Company social and team bonding events
  • Annual Leave Purchase Scheme
  • Additional leave for Long Service (+1d holiday from start of 5th year of service)
  • Corporate branded merchandise
  • Paid time off for community volunteering
  • Retirement (financial) information pack (from our pension provider, 6 months prior to retirement)

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