Payroll and HR Service Delivery Manager

3 weeks ago

Surrey, British Columbia, Canada ZALARIS Deutschland AG Full time
Job Summary

The Service Delivery Manager will ensure timely and accurate delivery of outsourced payroll and HR services and technology to Zalaris clients in the UK and Ireland, adhering to agreed contracts and prioritizing high customer satisfaction.

Key Responsibilities
  • Proactively resolve payroll-related issues in customer service, driving continuous improvement of customer processes and adding value to the customer.
  • Monitor, analyze, and report on operational KPIs around service excellence and customer satisfaction, taking corrective actions when necessary.
  • Drive offshoring and nearshoring transition activities for customers.
  • Ensure customer documentation, such as OPM and control frameworks, is up-to-date.
  • Approve system or process changes and authorization requests to customer systems.
Customer Service and Relationship Management
  • Act as the operational single point of contact/escalation for named customers.
  • Have a solid understanding of payroll processes end-to-end, the agreed delivery scope, and responsibilities, ensuring compliance with these tasks and processes.
  • Prepare monthly service reports for named customers and organize service meetings according to the agreed governance model.
  • Have a good overview of customer issues and address them promptly.
  • Monitor and analyze customer-specific financial KPIs, such as hours on WBSE and actual client margins vs. targets, and take corrective actions with delivery teams.
  • Have a good understanding of customer contracts, billing principles, SLAs, and related service credit schemes, ensuring accurate billing and resolving any discrepancies.
  • Manage and follow up on change orders from start to end, ensuring all aspects are agreed and approved by both the client and Zalaris.
Personal Skills and Requirements
  • Experience in payroll and personnel administration, payroll accounting, and payroll processes end-to-end.
  • Experience in outsourcing of HR/payroll, accounting, IT, or other business functions from a service provider or customer side.
  • Minimum 2 years' experience in managing customer relationships.
  • Experience in process and RPA improvement.
  • Solid understanding of customer expectations in service business.
  • Business and service-minded, analytical, and customer-focused.
  • Ability to prioritize, plan, and be structured to deliver timely and positive results.
  • Excellent problem-solving skills.
  • Knowledge of employment laws and other relevant payroll-related regulations.
  • Proactive and energetic.
  • SAP HCM experience.
We Can Offer You
  • Customer and Employee Referral schemes.
  • Occupational maternity leave package (12 weeks).
  • Life assurance (3x basic salary).
  • Employer pensions contributions of 5%.
  • Bonus scheme with accelerators.
  • 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.
  • Free eye tests.
  • Monthly ZALOTTO (£100 cash prize draw).
We Can Offer You - Non-Financial Benefits
  • Work-life balance and flexibility ethos.
  • 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.
  • Employee recognition program.
  • Zalaris mentorship program.
  • Employee Assistance Programme (Health Assured).
  • Paid time off for community volunteering.
  • Retirement (financial) information pack (from our pension provider, 6 months prior to retirement).

Zalaris is dedicated to building a diverse, inclusive, and authentic workplace. We are an equal opportunity employer that does not tolerate any discrimination. We ensure equal opportunity for all applicants without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other legally protected characteristics. Zalaris' employees come from different backgrounds, cultures, and walks of life, and we are proud of it.

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