Payroll Team Lead

The role holder will lead a Global payroll delivery team.

The Team Leader will be responsible for receiving and responding to incoming calls and cases, resolving as many as possible to create a ?done in one? culture. As the first point of contact with our internal customers the team will have a significant impact on our ability to meet SLA?s and effective escalation management will be critical to our service delivery.

The Team Leader will also need to manage customers with requests that are outside the scope of services contracted, and incoming escalations/ rework, ensuring that confidence of the customer is maintained and customer satisfaction goals are achieved. The role holder will be directly responsible for vendor management, operational service delivery, team performance and behaviour; ensuring they are both customer focussed and process orientated. They will act as an escalation point for any issues raised by customers, vendors or the team.

Your Challenges

Achieving Business Results and Development of Project Activities

Adjusting allocation of key tasks based on considerations of business risk, commerciality and urgency.
Take the lead role in handling difficult customers and decision making for complex service requests.
Support the development of processes, systems and standards to continuously improve service delivery.
Vendor Relationship Management

Manage existing vendors to enhance the customer experience to deliver a right first time, on time ethos.
Team Performance and Delivery

Manage team members in service delivery, supporting a trusted advisor ethos.
Lead individual team members by coaching through attitudes and behaviours.
Your Experience and Qualifications

International payroll background required and experience of large scale integrated Payroll/HR systems essential
Proven Team Lead Experience within a service delivery environment of payroll specialists
Excellent time management and organizational ability
Ability to diagnose issues and implement solutions to address symptoms and address root causes of failures
Education required: Degree level qualification, HR qualifications an advantage, but not prerequisite

Language knowledge: British/ Swedish /Other

Location: Stockholm