Payroll Services Manager

Harbor

Payroll Services Manager leading a team to manage payroll services for clients at Harbor. Responsible for service quality and client satisfaction while managing a portfolio of clients.

Posted 7/20/2026full-timeNantwich • 🇬🇧 United KingdomMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong technical payroll knowledge, particularly in UK payroll, while effectively managing client relationships and team performance. Capable of overseeing end-to-end payroll delivery and ensuring compliance with relevant legislation across multiple jurisdictions.

Highest-signal resume keywords

Technical Payroll KnowledgeClient Relationship ManagementTeam ManagementProactive Problem SolvingKPI Framework Ownership

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

UK PayrollInternational PayrollPayroll ComplianceKPI TrackingChange Request ManagementPayroll Control Sheets ReviewVariance Reports ReviewProcess BuildingEscalation ManagementRisk Assessment

Soft Skills

Clear CommunicationRelationship BuildingCoachingAccountabilityProactive Instinct

Industry Keywords

Managed Payroll ServicesMulti-Jurisdictional PayrollMulti-Currency PayrollClient SatisfactionService Quality

About the role

Key responsibilities & impact

Own a portfolio of managed services clients end to end - accountable for service quality, client satisfaction and escalation management.
Act as senior point of contact for clients including HR Directors and senior stakeholders - build trusted, proactive relationships.
Chair monthly client review meetings and BAU payroll input meetings - present KPIs, raise issues constructively and agree forward plans.
Review and approve all client communications before they leave the team.
Manage client escalations confidently - come with solutions and keep the Director informed before issues become complaints.
Raise Change Request Forms for any work outside the agreed process and use the data to manage client behaviour constructively.
Direct, manage and develop the team - including Team Leader, Payroll Specialists and Administrators.
Run a structured daily stand up and weekly check in - surface blockers early and manage workload proactively.
Coach the team on client communication, escalation and decision making - the standard of what leaves the team reflects the Payroll Services Manager.
Hold the team accountable to the Harbor ways of working and values.
Conduct regular one to ones with direct reports - document outcomes and track development.
Own the six month service delivery plan for the portfolio - reviewed weekly with the Director.
Plan key annual events at least three months in advance - salary reviews, year end, bonus cycles, renewals.
Complete a risk assessment before any significant payroll event or new piece of work.
Ensure the team are never blindsided - communicate deadlines, data requirements and upcoming activity clearly and in advance.
Own the KPI framework for the portfolio - track accuracy, timeliness, responsiveness and change request volume.
Present KPI reports at monthly client reviews - celebrate improvements and address issues with data.
Use the issue log proactively - identify patterns and drive improvements before they become complaints.
Maintain strong technical payroll knowledge to quality check work, coach the team and hold credible client conversations.
Oversee end to end payroll delivery - does not need to process payroll but must understand every step of the process.
Ensure compliance with all relevant legislation across UK and international payrolls.
Review and sign off payroll control sheets and variance reports before they go to the client.

Requirements

What you’ll need

Strong technical payroll knowledge - UK payroll essential.
Experience managing a team and holding people accountable.
Confident client relationship management with senior stakeholders.
Proactive instinct - identifies problems before the client does and comes with a plan.
Clear, professional written and verbal communication.
Experience working across multiple client accounts simultaneously.
International or global payroll experience - multi-jurisdictional, multi-currency (desirable).
Experience in a managed payroll services environment (desirable).
Experience building processes and frameworks from scratch (desirable).
Track record of turning around difficult client relationships (desirable).

Benefits

Comp & perks

Hybrid position
Remote work capability