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Payroll - Service Manager (NHS)

Closing date
15 Oct 2021

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Contract Type
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1. Main duties:

Ensure the business processes for quality control of contractual employee data managed in the integrated HR and Payroll record (ESR) are properly implemented and supported and are working effectively

Ensure the timely and accurate processing of payroll runs, co-ordinate rotas, and be accountable for completion of weekly and monthly payroll cycle.

Lead the Payroll Control team, working collaboratively with other members of the wider payroll management team to ensure effective planning and organisation of the whole function

Plan and allocate work within the team, ensure service delivery and adherence to annual statutory deadlines and agreed operational processing and BACS timetables

Ensure changes needing adjustments to earlier contractual pay histories and other data (e.g. organisation and position data, supervisors etc.) are handled correctly to prevent inaccuracies in reporting, payment and accounting

Provide detailed advice to colleagues, customers, managers and staff on the application of human resources, payroll and finance policies, employee services related procedures and processes

Help customers resolve delays in transaction processing due to incomplete forms or failure to complete all required activities directly with managers or through collaborative work with employees throughout Human Resources and Employee Services

Review payroll processing outcomes for accuracy, using standard or local highlight and exception reports plus targeted sampling methods, identifying inaccurate payments which require corrective action

Review transactions received after standard payroll target dates and deadlines, addressing cases where action is required to prevent overpayments or where it is possible to process changes with minimal business risk

Respond to letters and requests for information from statutory bodies, in line with statutory deadlines, providing appropriate information on salary and earnings using prescribed forms and standard letters

Handle very complex queries relating to contractual records and payments, investigating potential errors and resolving problems for customers. In complex cases, investigate circumstances and advise on or taking corrective action as necessary

Resolve contentious and serious issues escalated by Employee Services team members, identifying potential solutions and initiating the most appropriate action

Where managers may be working outside agreed policy, identify appropriate action to raise awareness or challenge practice highlight these for the attention of senior colleagues

Create and publish guidance and instructions for operational teams and customers on the application of business processes and organisational policy, working with Employee Services, Human Resources and Finance colleagues

Review business processes, identifying and recommending changes to address operational weaknesses, prevent unauthorised payments, improve business outcomes, efficiency and deter and prevent fraud

Develop and implement changes to business processes and working practice supporting improvement action and change management across the organisation and its customers

Produce analytical, financial and other ad-hoc reports to enable the organisation to review and assess service performance, monitor policy and consider process development

Where overpayment situations arise, support work on negotiating repayment or recovery with employees as appropriate ensuring completion of the recovery process.

Manage and develop Employment Services staff to ensure they are clear about their roles and responsibilities and have the necessary skills required to deliver these

Monitor medium-term staffing needs, ensuring appropriate staffing levels to meet service needs, prioritising ad-hoc demands and routine operational activity, allocating resources as necessary to meet service delivery needs

Monitor individual and team performance against performance targets - taking appropriate corrective action to address shortfalls

Produce individual training and development plans, and monitor the development of employee services staff through performance appraisal and personal development reviews

Support the learning of colleagues by demonstrating system features and business processes during work-handover periods

Develop and maintain a working knowledge of data protection and freedom of information legislation to support compliant business practice

Investigate potential fraud issues providing information as required analysing and interpreting highly complex and detailed data, referring to Service Management or local Counter Fraud Specialists as appropriate

Plan, in consultation with corporate and operational directorates the delivery of specific projects, including system implementation, new business processes, new terms and conditions

Undertake disciplinary and capability interviews with team members where required and respond to grievances as necessary.

Communicate with customers politely and with empathy, especially when dealing with managers and members of staff in sensitive and emotive situations

Consistently demonstrate high standards of customer care, supported by proactive and positive communication

Record all queries, information and advice provided to support seamless continuity of customer service and the identification of trends for future improvement action

Develop and maintain a detailed knowledge of all statutory regulations relating to pay, pensions, tax and NI, NHS-wide and local pay agreements

Please note: this is a contract role until end of April 2022 (With the view of extension). This is a part time role (18.75 hours a week). A copy of the full job description will be provided to shortlisted applicants.

Due to the large volume of applications we receive it is only possible to respond to shortlisted applicants. If you have not been contacted within 3 working days of your application then on this occasion your application has not been successful
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