Job Title

Position SummaryThe 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.Your ResponsibilitiesManaging 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 systemsCustomer 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 requirementsExperience 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 sideMinimum of 2 years’ experience in managing customer relationships.Experience in process and RPA improvementSolid understanding of customer expectations in service businessBusiness and service minded, analytical and customer focused.Ability to prioritize, plan and be structured to deliver timely and positive results.Excellent problem-solving skillsKnowledge on employment laws and other relevant payroll related regulationProactive and energeticSAP HCM experienceWe can offer you - Financial BenefitsCustomer and Employee Referral schemesOccupational sick pay (2 months)Occupational maternity leave package (12 weeks)Life assurance (3x basic salary)Employer pensions contributions of 5%Bonus scheme with acceleratorsPrivate 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 achievementsFree eye testsMonthly ZALOTTO! (£100 cash prize draw)We can offer you - Non Financial BenefitsWork-life balance and flexibility ethosStrong leadership with an open-door policyNon-hierarchical approach to people managementCompany social and team bonding eventsAnnual Leave Purchase SchemeAdditional leave for Long Service (+1d holiday from start of 5th year of service)SabbaticalCorporate branded merchandiseEmployee recognition programZalaris mentorship programEmployee Assistance Programme (Health Assured)Paid time off for community volunteeringRetirement (financial) information pack (from our pension provider, 6 months prior to retirement)Apply now and join #teamZalaris!