Payroll Service Delivery & Support Manager

About the role

The Payroll Service Delivery & Support Manager ensures seamless payroll account servicing for corporate clients, coordinating requests, verifying documents, and maintaining operational continuity within a banking environment.

Key responsibilities

• Support payroll account servicing by coordinating client requests and managing document receipt and verification.
• Facilitate payroll setup, access tools, and track service requests to meet delivery timelines.
• Act as primary contact for payroll companies, handling communications and escalations to maintain client satisfaction.
• Coordinate with internal departments to ensure timely completion of payroll requirements.
• Ensure compliance with operational procedures, regulatory documentation, and internal policies.
• Monitor service risks, report delays, and support process improvements for efficiency.
• Contribute to department strategy alignment with overall bank strategy.
• Supervise daily operations of the Payroll Service Delivery & Support team, providing guidance and fostering high performance.
• Lead team development by setting targets, coaching staff, and delivering feedback and appraisals.

Required profile

• Bachelor’s degree in Business Administration, Finance, or a related field.
• 8–10 years of experience in banking operations, payroll servicing, or service delivery leadership for senior‑manager level; 6–8 years for manager level.
• Proven experience managing operational teams in a financial environment.
• Strong knowledge of payroll account servicing processes.
• Preferred: MBA or postgraduate certificate in Banking/Business Management; professional certification in sales leadership or relationship management.

Required skills

• Sales strategy planning and execution
• Performance analytics and reporting