Payroll Delivery Manager

Job Code: Payroll Operations

Qualification (Educational): Bachelor's or Master's degree in the related field

Location City: Melbourne, Australia

Location Country: Australia & New Zealand

Years of Experience: 10 to 15

Skill Sets Required:
**Required Skills & Experience**:

- 10+ years of experience in Payroll Management/Operations.
- Experience working on multiple Payroll & WFM systems like Oracle, ADP, Ceridian, Kro
- Good Knowledge of Enterprise Agreements & HR/Employment Regulations & Policies.

**Required Competencies**:

- Australia (must) and/or NZ Payroll Operations knowledge across multiple industries
- Australia/NZ Statutory Certification (APA/TAPS/NZAPA)
- Strong interpersonal and communication skills at all levels.
- Proven ability to lead payroll operations in onsite/offshore model
- Proven ability to function well in an environment that's undergoing transformation
- Reliance, Customer Centricity, Strong Collaboration skills, Leadership Acumen

Roles & Responsibilities:
**Job Purpose**: Responsible for ensuring the accurate, timely, and compliant delivery of RAMCO payroll services to Australia and NZ Customers. This role aims to ensure customer satisfaction by overseeing end to end aspects of payroll operations, leading a team of payroll leads and processors, and driving process improvements. To act as the key point of contact for Customers, ensuring their payroll, timeline and quality requirements are met while maintaining compliance with regulatory requirements. The role is critical in supporting both RAMCO and Customer teams and maintaining the trust and confidence of Customer through effective payroll management and delivery.

**Payroll Management**:

- Oversee the end-to-end payroll process to ensure accurate and timeliness SLA adherence every payroll run for the Customers managed.
- Ensure strict compliance with all relevant local, state, and federal regulations, as well as Customers' organisational policies.
- Conduct and support Payroll-related audits and ensure the accuracy and integrity of system, data and processes.
- Manage payroll schedules and deadlines, ensuring all payroll activities are completed on time.
- Handle complex payroll calculations, including bonuses, overtime, deductions, and benefits.

**Service Delivery**:

- Serve as the primary point of contact for clients regarding payroll services, addressing any issues or concerns promptly.
- Ensure that service level agreements (SLAs) are met and exceeded, delivering high-quality payroll services.
- Monitor and evaluate the effectiveness of payroll services, identifying areas for improvement.
- Handle complex multi-country payrolls, inpat/expat payrolls, and various EBAs.

**People Management**:

- Assigns processing team responsibilities and ensure clear roles, accountabilities, and performance expectations for all team members.
- Perform regular assessment of individual skills and development needs and ensures project team members take responsibility for the delivery of assigned payroll activities/tasks.
- Manage the team effectively to ensure successful payroll delivery.
- Actively improves the team member's capability, RAMCO system and Statutory knowledge and performance.
- Coaches, mentors, and assists team members in meeting goals and objectives.
- Involves team in planning and recognises individual and team accomplishments/results.
- Manages performance issues in a timely manner.
- Schedules and holds regular one-to-one/team meetings.

**Customer Engagement Management**
- Work to understand and achieve Customer delight and partnering with them for success, ensuring an ELF / CSAT score of 4+ for accounts managed/
- Demonstrate the highest levels of Professional Hygiene.
- Manage the account in a way to ensure excellent Customer experience to ensure referenceable customer.
- Involves the customer stakeholders in defining payroll processes, calendars, reporting requirements and works with the Customer to align the engagement with their Organisational goals.
- Listens, responds actively, and documents stakeholders' needs, changes, and demands.

**Contractual/Commercial Management**
- Have a good understanding of the payroll contractual/commercial construct of the engagement.
- Manage the account in line with contractual SLAs and monitor Service Credits.

**Risks and Issues Management**
- Identify, assess, and manage the risks to payroll operations to ensure the account's success.
- Determining mitigating action to reduce risk by lowering its probability and impact including developing contingency plans.
- Monitoring and re-assess account level risks on regular basis.