Job Description

Reference No: 2962
Office Type: Office
Elevate Your Career with Zalaris
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 but small enough for you to be visible and truly make a difference.
We foster open communication and short decision-making paths that encourage creative and innovative thinking.
Zalaris' culture is rooted in values inspired by Nordic working ethos: everyone matters, aiming high and team spirit. We're committed to building a diverse, inclusive, and authentic workplace where everyone brings their own uniqueness. Zalaris' employees come from different backgrounds, cultures, and walks of life, and we are proud of it.
Role Summary
The Service Delivery Manager (SDM) shall ensure the 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. Taking pride in contributing to high customer satisfaction for both the client and their employees.
This role is ideal for someone who has a working and in depth understanding of payroll either from a service provider or customer side.
This position is located in either the Zalaris Hersham Office or Zalaris Derbyshire Office with options to work remotely.
Your Responsibilities
Managing 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.
• Proactively drives offshoring and nearshoring transition activities for own customers.
• Ensures that customer documentation such as OPM and control framework is always up to date.
• Approves system or process changes and different type of authorization requests to customer systems

Customer Service and relationship management:

• Acts as the operational single point of contact/escalation for named customers.
• 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.
• Always has a good overview of what is going on with the customer and addresses critical customer issues without delays.

Financial management:

• Analyses / monitors, reports, follows up, on customer specific financial KPI's such as hours on WBSE, actual client margins vs. targets and takes corrective actions together with delivery teams in case of negative margin gaps.
• Has a good understanding of the customer contract, billing principles, SLA's and related service credit schemes. Ensures that all services are accurately billed in a timely manner with PO coverage to ensure a prompt payment from the customer. Resolve any invoice discrepancy in a timely manner.
• Manages and follows up on change orders from start to end of process ensuring all aspects of the process are agreed and approved by both the client and Zalaris for own clients.

Personal skills and 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.
• 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 on employment laws and other relevant payroll related regulation
• Proactive and energetic
• SAP HCM experience

What we offer - Financial Benefits

• Customer and Employee Referral schemes
• Occupational sick pay (2 months)
• 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)

What we offer - 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) Sabbatical
• 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)

Ready to become part of our team? Join us at Zalaris and be a part of a vibrant, collaborative community of Tech HR and payroll experts dedicated to grow and innovate. #team Zalaris