International Payroll Operations Manager

Are you looking for an exciting opportunity to accelerate your career and join a highly successful global business? Are you looking to take your career to the next level by driving success through our values of Respect, Integrity, Teamwork, Accountability, Diversity and Community? Do you have a strong work ethic, global mindset, and the desire to help build a great culture?

iiPay is an award winning, high growth, innovative company based in Americas, Europe and APAC, recognized for delivering an outstanding customer experience and service levels. Our payroll managed service is underpinned by our market-leading global payroll management system delivering a unique client experience and value-added services.

All our roles can be performed remotely with occasional visits to the office as requested by your manager. Where we have office locations, our team members are welcome to work remotely, on a hybrid basis or fully office based as they wish.

**Role Overview**

The International Payroll Operations Manager will be responsible for ensuring our clients receive exceptional service and support. The team lead will support their team of associates in all aspects of payroll, administration and client interactions and will also be responsible for coaching and developing their team to be client centric and add value to all interactions with our clients.

Additionally, the role will facilitate communication, proactively identify issues, lead issue resolution, help complete root cause analysis after resolving issues and provide guidance and support to the wider team. The role will also liaise between the internal groups working on current Payroll needs which impact clients. The International Payroll Operations Manager will have a passion for managing our delivery proactively to exceed our clients expectations whilst helping to build a high performing team. Alongside the role the International Payroll Operations Manager will help support the Payroll Operations teams to ensure we delight our clients and exceed their expectations within our global delivery.

**Key Responsibilities**

**Payroll delivery and service level management**

Responsible for a team of International Payroll Team Leaders, performing all 121’s, performance appraisals and overall responsibility for the successful delivery of payroll. Work closely with key internal stakeholders to oversee daily operations and deliverables, driving client delivery in accordance with KPI’s and SLA’s.

**Operations Management and Development**

Lead, coach, and develop the payroll team, ensuring strong engagement and career development, fostering a culture of accountability, innovation, and excellence. Complete recruiting and selecting new team members to maintain high performance and talent retention. Participate in leadership training, seminars, and professional development opportunities to enhance leadership skills and contribute to personal and team growth. Monitor and analyze internal key performance indicators (KPIs) to drive continuous improvement in service delivery alongside delivery to company goals.

**Client Management and Service Excellence**

Take ownership of client escalations, ensuring timely and effective resolutions while maintaining strong relationships with clients and third parties. Lead the team to consistently exceed client SLAs and deliver exceptional service. Lead and collaborate with the team to consistently meet and exceed client Service Level Agreements (SLAs). Demonstrate a commitment to delivering value and exceptional service to clients.

**Process Optimization**

Identify and implement system and process improvements in collaboration with other departments, to enhance operational efficiency, reduce costs, and improve client satisfaction. Drive automation and the adoption of new technologies to streamline payroll processes and workflows. Ensure adherence to best practices and continuous improvement methodologies.

**Communication and Influence**

Demonstrate strong verbal and written communication skills, presenting and influencing effectively across multiple teams and organizational levels to align efforts and drive results. Build and maintain strong relationships with clients and third parties, aligning efforts toward achieving shared goals and outcomes.

**Country Legislation and Compliance**

Take strategic ownership to ensuring the team are overseeing client requirements across a group of countries, developing in-depth knowledge of statutory processes for each region. Ensure the accuracy of country-specific operations manuals, assisting in the maintenance and update of online document libraries. Guide the team in staying informed about legislative changes, ensuring clear communication and a comprehensive understanding of updated requirements across the organization.

**Project Delivery and Leadership**

Lead and drive key company projects focused on improving and/or transforming systems, processes, and functions within the business. O