Process Leader- HR operations (UK Payroll)

Job Title Process Leader- HR operations (UK Payroll)

Purpose of the Role

The Process Leader is responsible for overseeing the day-to-day delivery of Payroll Administration services, ensuring payroll-related transactions and employee lifecycle activities are completed accurately, compliantly, and within agreed service levels. The role acts as the first point of escalation for process-related queries, supports team development, drives quality improvements, and works closely with stakeholders to ensure excellent service delivery.

Job Responsibilities

• Analyse and measure the quality of critical processes and provide one to one feedback to process associates on a weekly & monthly basis to improve quality and average handling time of incidences.
• Review error report and cascade feedback to associates in event of inaccurate processing & document the feedback as per the norms.
• Provide Subject matter expertise to associates on the floor for process related queries.
• Escalate queries to the team manager when required, discuss solution, and cascade the solution to all associates.
• Identify and escalate queries to onshore team when required.
• Identify any change in the process (from client), conduct impact assessment and document the information.
• Identify and implement process improvements plans.
• Liaise with onshore trainers for transition of any new process trainings/instructions and prepare process manuals.
• Conduct training needs analysis and identify training needs for the associates.
• Identify underperformers and design a performance improvement plan for them.
• Conduct monthly refresher session for the team along with a process knowledge test.
• To ensure adherence to internal quality framework.
• Handling escalations on a timely basis and keeping the stakeholders informed.
• Taking care of Priority tickets / escalations on time; Sanity check on-holds tickets for the team on weekly basis.
• Processing incidences and handling calls during high volume period.
• Allocation in absence of Team manager.
• To manage content and act as custodian of the process knowledge.
• Adhering to internal and external information security and data protection principles.
• Is task oriented, carrying out activities clearly defined within a job/role description. Is responsible for their individual performance targets and contribution to team performance targets, ensuring they are doing the right thing for the customer.

Qualifications & Experience

• Graduate in any discipline.
• Minimum 3 years of payroll administration experience (minimum 1 year in UK payroll experience is a must).
• Strong understanding of payroll processes, controls, and employee lifecycle administration.
• Experience working with SAP, Workday, ServiceNow, or similar HRIS systems.
• Strong analytical, stakeholder management, and communication skills.
• Good knowledge of Microsoft Excel and MS Office applications.
• Should be comfortable working in Rotational Shifts (12:30pm – 9:30pm) (1:30pm – 10:30pm)