Own and manage a book of client business. Manage and perform day-to-day payroll operations and ensure all communications with clients are supported by e-mails, outlining agreed action steps, responsibilities and deadlines.
Responsible for ensuring that commitment to clients is followed up in a timely manner, that the clients are satisfied and to continually engage with clients.
Provide excellent customer service ensuring clients receive prompt responses to requests and queries.
Develop an in-depth knowledge of existing and potential clients, their industry, and key contacts.
Responsible for overall client servicing of the book of business and be accountable for any jobs lost due to controllable reasons, e.g. poor client service.
Perform high-level review and provide value-add to the work to be submitted to clients.
Maintain good client relationship with a KPI of meeting a minimum of 2 key clients a month, in order to assess customer satisfaction for possible improvements and identify possible expansion of services.
Review fee and propose fee adjustments where appropriate.
Meet prospective clients and prepare fee proposals, including follow-through until the job is accepted or rejected.
Perform variance analysis on the financial performances / payroll movements of the clients.
Participate in the preparation of budgets and monthly forecasts and comparison with previous budget/forecasts.
Oversee credit control and prompt collection of debts for respective portfolio of clients. Work with Finance to follow up on outstanding and doubtful debts.
Ensure prompt Billing and own responsibility for WIP. Perform finalisation of WIP cost and be prepared to be answerable for write-offs.
Liaise with the bankers on banking facilities and related matters.
Formulate and review accounting processes / policies that apply throughout the department. Identify and recommend improvements to current policies & procedures, processes and client servicing arrangements in line with current business and regulatory practices.
Recommend and assist in the implementation of new or revised systems, procedures and records.
Assist with strategic planning and development of business unit’s performance. Develop and implement quality management strategies and plans (including resource, systems, timescales and financials) for the department’s annual business plans.
Provide and organise formal training that can be used for the unit’s staff.
Invest time into training staff to enable them to carry out their roles effectively and efficiently.
Proactive in staff recruitment, mentoring, development and career path planning.
Provide staff with regular feedback and evaluation.
Add value at Managers’ / HODs meetings and assist in following up on assigned actionable items in a timely manner.
Provide up to date and accurate management reporting and attend management meetings on regular basis.
Work with IT on new IT initiatives for innovation and to improve productivity. Oversee projects, e.g. development of software, programs etc.
Undertake a new initiative with HR, IT, Business Development, Training or projects involving work improvements.
Be a team player and provide leave cover for fellow team members.
Attend a minimum of 20 hours training a year in both technical and soft skills.
Job Requirements
Be flexible and adaptable in working styles
Pro-active manner, willing to offer new suggestions and share knowledge
Ability to prioritize work and meet deadlines
Willing to take on duties outside of job specification
Ability to work under pressure
Able to work both in a team environment and independently
Strong written and verbal communication skills
Organised, detailed and deadline oriented
More than 10 years relevant and related payroll working experience
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