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Customer Payroll Manager

Hybrid/ Manchester and remote

The Symatrix Managed Services teams offer a range of services to our customers:

  • Application support, covering the entire suite of Oracle HRMS products, including HR, Self Service, Learning Management, Recruitment and Payroll on both E-Business Suite and HCM Cloud
  • Hosting and DBA Services
  • Business Process Outsourcing for HR Administration and Payroll Solutions
  • Testing as a Service

The Customer Payroll Manager will:

  • Be the SME and primary contact for a large payroll customer; being the face of the Symatrix payroll service
  • Ensure provision of the customer payroll service, to the highest quality and customer focussed level
  • Ensure compliance with payroll and HR legislation, GDPR and IS policies and procedures
  • Provide a positive, personal, responsive, and efficient service to all customers
  • Providing the fastest route to customer resolution
  • Set clear expectations and following up on what we say
  • Recognise and respect differing levels of technical knowledge and adjust their communication style accordingly
  • Maintain customer satisfaction (which will be monitored through customer satisfaction surveys)
  • Ensure continual improvement of service through knowledge and system development

Main duties and responsibilities  

  • Transition of new client payroll, from project kick off through to go live/BAU; Key contact for the customer during this phase
  • Oversee the UAT phase and management of the parallel run phase
  • Creation of BPO Payroll specific documentation (inc. Service definition, COM and CSOG)
  • Maintenance of BPO Payroll test scripts and scenarios for parallel run phase
  • Management of testing of major releases, where no additional testing contract in place
  • Day to day management of a payroll team ensuring the smooth running of the payroll and quality of service to our client
  • Support the team in prioritisation of workload to ensure SLAs are met and exceeded
  • Provide advice and guidance on payroll queries from BPO Payroll team, HMRC and other 3rd parties
  • Build solid relationships with client, ensure that their expectations are met, and ensure delivery of a service conducive with long term client relationships
  • Be the point of escalation for customer queries and issues
  • Ensuring update and maintenance of BPO Payroll specific documentation (inc. Service definition, COM and CSOG)
  • Identify and structure team training and personal development plans to meet business needs and individual aspirations
  • Instigate service improvement through implementation of industry best practice
  • Identify, assess, and manage changes to the service related to statutory and compliance requirements
  • Assess and manage key aspects of change control on client account, including changes to process and operating procedures
  • Work with cross-departmental teams to deliver change and exceptional customer service across the portfolio of outsourced services.
  • Support continuous improvement of working practices through technology and processes
  • To work closely with the Payroll Transition and Development Manager to ensure that service offering is current and in line with client demands, adopting full use of developing technologies
  • Ensure confidentiality of customer data is always maintained
  • Support the BPO Manager in providing regular service delivery reports and attending customer service review meetings
  • To work in line with the Symatrix ISMS
  • To highlight continuous improvements to the HR and Payroll processes to drive continual service improvement
  • To undertake any other reasonable duties commensurate with the level of the post to ensure the smooth running of the company



  • Experience of Oracle HR and Payroll (Oracle Cloud)
  • A positive “can do” approach
  • Proven experience of UK payroll administration
  • Commitment to delivering the highest standards of customer care
  • Exceptional client facing skills
  • Ability to work in a fast moving, dynamic environment
  • Ability to communicate and influence at all levels of the business
  • Payroll management experience
  • CIPP/CIPD or equivalent qualification
  • Experience of process improvement
  • Experience of a HR Shared service centre or helpdesk environment
  • Experience of product testing
  • Experience of working in cross-departmental teams
  • Experience of working for an outsource provider
  • Experience of large payrolls
  • Excellent communication skills
  • Good telephone manner
  • Good interpersonal skills
  • Strong team player
  • Supervisory experience
  • Good problem-solving skills
  • Detailed knowledge of UK payroll legislation
  • Knowledge of Data Protection and Information Security regulations
  • UK based


  • Experience of Oracle HR and Payroll (Oracle Cloud)
  • Experience of Oracle HRMS implementation/ project experience
  • Experience of working in retail
  • Experience of systems support
  • Experience of reporting tools
  • Detailed knowledge of UK HR legislation
  • Experience of working in a team when a new HR & Payroll solution has been implemented
  • Experience of working in a fully managed payroll environment
  • Experience of HR & Payroll process and service design and improvement
  • Experience of service delivery within a multi-client environment

Why Symatrix?

At Symatrix our vision is to unlock the endless possibilities of Oracle Cloud HCM and ERP.

We were founded in 2000 with the specific focus of providing services and expertise to organisations looking to implement and leverage Oracle HCM. We have come a long way since then. Today we believe that all customers should be able to make their business applications work harder for them and provide the returns and the benefits they expected. Everything we do supports this belief. We provide Consulting as well as end-to-end managed services for HCM and ERP on premise or in the Cloud - from Applications Support and Testing as a Service through to Managed Payroll and Process Improvement services, not to mention our award-winning Oracle Practice! In fact, because we truly listen, our services have all developed from customer demand.

After the introduction of Oracle Cloud, we added Environment Management and Testing as a Service to our kit bag to complement our application support and change services. Our Consulting services have evolved to support Cloud and we have retained our award-winning on-premises expertise. We also created an exciting suite of services to help our customers manage and improve their processes, which really help to move our customers from “adopting Cloud” to “embracing Cloud”.

We are delighted to be able to say that we’re an ISO27001, Bacs and Cyber Essentials accredited business but there are many reasons that we’re proud of what we’ve achieved over the years

What can we offer in return?

Competitive Salary, flexible working, eye tests, bike to work scheme, childcare vouchers, excellent training, and learning opportunities.

This is an exciting opportunity to join a growing team and organization. To learn more please kindly send your resume to Carlton Hill

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Want to find out more? Get in touch and discover what Symatrix could do for your business. We’d love to chat.