Team Leader-UK Payroll

Primary Responsibilities:

• Manage day-to-day work allocation to UK Payroll Administrators
• Interact directly with clients and attend client calls
• Share process updates with team members promptly
• Maintain and deliver weekly and daily reports
• Collaborate with the Process Manager and team to drive process improvements
• Ensure accurate and timely UK payroll processing to meet SLAs
• Respond to client queries and complaints professionally to improve customer satisfaction
• Optimize resource and time utilization to meet operational targets

Main Responsibilities:

Strategic:

• Coordinate with the Transition team during the testing phase
• Handle client communications and provide support
• Conduct and participate in scheduled onshore conference calls (monthly/quarterly)

Reports:

• Report team progress and escalate key issues to the Process Manager
• Ensure all quality documentation is current and complete

Resource Management:

• Perform periodic resource planning and estimation
• Forecast and analyze team attrition, and inform PM as needed
• Manage absenteeism and ensure efficient resource usage
• Maintain and update team skills matrix and related process documentation

Performance Management:

• Conduct daily/weekly production and SLA feedback sessions
• Identify training needs and conduct 1-on-1 sessions with team members
• Coordinate process/refresher training as needed
• Liaise with HR/L&D for training and R&R nominations
• Provide input and feedback for midterm/annual appraisals

Employee Life Cycle:

• Deliver feedback for trainee appraisals
• Coordinate onboarding and offboarding (ID creation, resignations, etc.)
• Track team attendance/absenteeism and inform PM
• Distribute pay slips/cheques and support payroll-related queries
• Plan team leaves and conduct regular 1-on-1s
• Ensure grievances are handled or escalated appropriately

Production Oversight:

• Allocate and monitor workload to meet daily production targets
• Resolve daily team queries and escalate when necessary
• Track work/jobs using designated software tools
• Monitor shift performance and report accordingly
• Generate daily reports and minutes of meetings (MoMs)
• Collect and analyze team metrics and errors
• Create root cause analysis (RCA) documents for recurring issues
• Ensure timely escalation of process or client issues
• Drive continuous improvement initiatives across team metrics

Compliance & Quality:

• Maintain adherence to all quality standards and checklists
• Ensure process SLAs are consistently met
• Enforce ISMS compliance within the team
• Follow all company rules, policies, and work schedules

Requirements:

• Graduate from any stream / Diploma holder (MBA preferred)
• Basic proficiency in MS Word and Excel
• Solid technical knowledge of UK payroll systems and processing
• Prior supervisory or team-handling experience is mandatory