Moorepay Limited

About the role The Head of Payroll is accountable for the operational delivery, customer experience, operational controls and overall performance of the UK BPaaS service delivery teams. Additionally, this role must ensure that the end-to-end delivery of the customer experience between our delivery locations is seamless through effective partnerships, effective processes and a collaborative approach to delivery of our services. The role-holder will be required to lead, motivate and manage busy operational teams through periods of significant change and transformation, ultimately always with the goal of having a high performing team culture in place. Working in conjunction with change and transformation teams across the business the role holder will be responsible for optimising the performance and productivity of the BPaaS function through effective workforce management, maximising labour arbitrage opportunities and other continuous improvement initiatives. The individual will be expected to consistently challenge the status quo and have a thirst for seeking new and better ways of working including process innovation, the use of technology and automated solutions and ensuring our colleagues are trained to deliver the expected service outcomes to a customer service professional standard. Supporting the service delivery team, customer success and commercial teams, the role is also customer focused, anticipating customer requirements and ensuring that we have service improvement plans and a customer and team level (as required) ensure the retention, growth and operational viability of the relationships that meet both customer and Moorepay agreed business outcomes. By engaging with our overall business transformation programmes the role-holder will deliver a service delivery model which provides scalability, agility and flexibility that can accommodate both customer and Moorepay developments/changes whilst also driving productivity gains across the team. Key Responsibilities The role will be fully accountable for the customer experience and build a culture of "customer first", you will need to have analytical skills and proven to continually improve the customer experience using NPS feedback and other sources of data to shape the service delivery function. The role encompasses leading and managing the BPaaS service delivery teams to provide a consistently high level of service to our customers in accordance with our business blueprint whilst also being responsible for the effective cost management of the team and any key suppliers/partners who support your business area. In addition, the team will also participate in cross site customer teams, ensuring that operational teams work collaboratively and consistently delivering a 'one Moorepay' approach. The Head of Service Delivery will be required to plan and organise learning and development, team building, employee engagement and other key activities and initiatives as may be required. Success in the role will be achieved by customers consistently receiving a great service, having high performing delivery teams, ensuring that the business is meeting budget targets and, by partnering with the sales and customer success teams to enable revenue growth through expanding our customer relationships via new services. Making people feel appreciated for the work they do. Head of Service Delivery will be critical that all compliance and quality standards in line with our ISO9001, ISO27001 and SOC controls are maintained ensuring that any risks are identified, and appropriate mitigating actions are implemented quickly and effectively. This role is full time and will be hybrid, working 3 days a week in our Swinton office with travel to other sites. Skills & experience Specifically, the role holder will: Ensure that controls are embedded within the function and no repeat service incidents are seen. Ensure common Moorepay delivery processes and practices are adopted across the team and actively participate in joint taskforces/working groups which seek to develop and enhance those standard practices. Drive the teams to work in collaboration with all operational/service and customer success functions to support and promote implementation of productivity and quality initiatives. Promote a culture of continuous improvement across the service delivery teams including the use of cross functional and cross site working groups. Be responsible for embedding operational and customer-based measures which result in actionable insights for customers and Moorepay and feed into internal and external continuous improvement activities. Create a relationship with the operational leads across the UK, Ireland and India ensuring that you have and are promoting effective cross site working practices in support of seamless service delivery that is underpinned by best practice ways of working across our customer accounts and sites. Accountable for the cost performance for your teams with a focus on managing your costs very effectively to achieve the agreed profit targets. Regular review of costs and potential revenue leakage ensuring operational and financial efficiency. Management of overall SLA performance and claims/settlements or penalties with effective processes in place to avoid negative penalty situations. Build a culture of "customer first", act as a guardian and role model for our customer relationships and promote customer awareness throughout the service delivery teams. Management of all contractual obligations and process changes to ensure these are executed correctly, with adherence to the agreements made internally/externally whilst also ensuring that risks are carefully managed, and service quality standards are maintained. Drive customer health check activity across the team and ensure that any gaps in our service provision/contract and/or any identified Moorepay or customer improvement activities are driven forward together with local teams, other key stakeholders and the customers (as required). Issue based root cause analysis and remediation in agreement with Moorepay incident management, customer retention and customer success teams. Take ownership of service improvement initiatives driven out of client satisfaction feedback processes including brand and transactional NPS, client governance meetings and other client engagements. Critical competencies: Ability to act as an effective operational lead and have the capability to apply yourself to different business challenges, people, systems, client, financial, quality, data analysis, investigation, reporting and acting on feedback. Strong customer service and operational delivery management experience with evidence of sustainable service improvement. A proven track record in the successful delivery of business change and business process improvement. The ability to successfully deliver bottom line benefits through the delivery of initiatives to improve operational efficiencies to achieve margin improvement. The ability to lead teams through complex change projects and achieve a high performing team culture. Ability to build, influence and leverage internal networks to help drive improvements for our customers and colleagues. Benefits & culture Part of the Zellis Group, Moorepay is a team of over 500 friendly professionals across four offices in Swinton (Manchester), Sheffield, Farnborough and Kochi (India). We're passionate about making Moorepay a fantastic place to work for every single one of our colleagues. The average length of service at Moorepay is 12 years, which speaks for itself! To help make Moorepay such a great place to work, we focus on three things in our company culture: mental health support, maintaining a healthy work/life balance, and equal opportunities and inclusion for all. Here's what you'll gain if you join our team: A career packed with opportunity, in a stable and growing company. A comprehensive programme of learning and development. Competitive base salary. 25 days annual leave, with the opportunity to buy more. You'll even get your birthday off as well! Private medical insurance. Life assurance 4x salary. Enhanced pension with up to 8.5% employer contributions. A huge range of additional flexible benefits across financial & personal wellbeing, lifestyle & leisure.

About the role Zellis is seeking a Principal Consultant to deliver the HR and Reward transformations for our customers and prospects. An external facing role, you will not have a direct team but instead will lead a virtual team, on an engagement-by-engagement basis, to deliver the outcomes. The types of projects you will be delivering will drive HR and Reward transformation for customers enabling them to take full advantage of good practice, AI and automation. This Principal Consultant will be extremely credible with customers, have a strong delivery history and be enthusiastic about transformation. The Principal Consultant is expected to have close working relationships with Commercial, Implementation, Technology and Managed Services. The chosen candidate will bring experience, gravitas and a pragmatic and transformational approach to engaging internal stakeholders, will function as the voice of the customer internally (in a delivery context) and have a 'can do' attitude to enable us to exceed customer expectations and become their trusted partner. Please note this is a 12 Month FTC In this role your key responsibilities will be: Customer-facing involvement with clients; specifically, to review the current operations and strategy, undertake a gap analysis against good practice (process and technology), process redesign, organisational design and implementation of the recommendations. Undertake job evaluations and/or pay audits for both public and private sector customers. Readily embrace new product features and the opportunity this presents to deliver improved digitalisation to customers. Identifying and pulling together the right project team with the right mix of skills for each engagement and project managing simple projects without the need for a project manager. Own the delivery of each project in line with expected outcomes, bringing accountability for customer satisfaction, customer benefits and quality KPI achievement and delivering in line with target margins. Great collaborator: willing to take leadership role in driving initiatives, working across organisations, and structuring approaches to new opportunities. Leading on post project reviews and implementing lessons learnt in other engagements. Cross-functional influence, relationship building, and project management skills. Skills & experience Exceptional communication skills and ability to develop robust and enduring relationships with stakeholders at all levels of the internal and/or customer business. An action oriented and collaborative collaborator by nature. Enthusiastic, driven and with defined leadership qualities with the ability to gain confidence and buy-in from his/her peers. Strong delivery history for improving the internal HR, Reward and/or WFM operations. Experience of undertaking job evaluations (either public or private sector) and pay audits (gender, disability and/or ethnicity). Strong customer focus and ability to act as a point of escalation, driving through the remediations. Continuous improvement mindset and problem-solving skills. Capable of conveying complex concepts in simple terms and of tailoring presentation style of delivery to suit the audience. Must be able to work effectively at all levels. Will have the gravitas, passion, and knowledge to be credible in all business situations. Strong stature and presence. Must be highly credible both internally and with business partners. Excellent people skills will be needed to build strong relationships and to sustain confidence with other colleagues that will be critical to the success of this role. Benefits & culture At Zellis we create market-leading HR & Payroll products and services, to power exceptional employee experiences so that you and your people do better. Our multi-award-winning products pay over five million employees a year, with almost half (42%) of the FTSE 100, 50% of the top retailers and 30% of the top universities in the UK & Ireland as customers, making us the largest provider of Payroll and HR software and managed services. Our vision is to be the clear leader in pay, reward, analytics, and people experiences. We're passionate about creating an environment where people want to join, belong to, and be part of a progressive organisation. Our values, which were defined with input from all of our 2,000 colleagues, we live and breathe every day: Unstoppable together. Always learning. Make it count. Think scale. Our people are critical to our ongoing success; we're proud of our inclusive culture that gives you the platform to grow, challenge the status quo and play a crucial role in further enhancing our market position as the leading provider of HR & Payroll software and services.With Zellis you'll have the chance to stretch and challenge yourself in an environment that's varied, flexible and hugely supportive. We also love to reward and recognise our brilliant colleagues. As part of your benefits package, you'll receive: A competitive base salary. 25 days annual leave, plus your birthday off and the opportunity to buy additional holiday. Private medical insurance. Life assurance 4x salary. Enhanced pension scheme with company contributions up to 8.5%. A huge range of additional flexible benefits across financial & personal wellbeing, lifestyle & leisure.

About the role At Zellis, we have big ambitions and our Services division is at the heart of them. A key part of this ambition is the growth of its Data, Analytics and Automation Consulting practice, which has created an exciting opportunity for a dedicated and ambitious consultant who is passionate about developing solutions for customers. You'll be a key member of the wider team delivering customer funded consultancy and projects focussed on system integrations and automation for Payroll and HR solutions. Your role will focus on working with clients to design and implement API integrations between the Zellis Intelligence Platform (MS Azure) and other customer systems and processes, as well as design, develop and support Power Automate flows. You will be a subject matter expert in these areas, leading both design and delivery workstreams. You will have significant experience of building solutions using MS Power Platform and Power Automate. As a Senior Consultant you will lead client deliveries, partnering with customers throughout the full life cycle of a project from initial discovery sessions, scoping workshops, writing specifications, development, through to use acceptance testing and handover. You will be a passionate advocate for Data, Automation and Analytics, and regularly support Sales, Commercial and Customer Success Managers in pre-sales discussions to promote the capabilities of the practice. Key success measures for the role include deliver quality work on time and on budget, excellent customer NPS feedback and achieving chargeability targets. You'll be a strong communicator and able to engage audiences up to C-suite, using your industry experience to advise, consult and deliver solutions which provide value to the customer. You will be passionate about learning and keep up to date on relevant skills, knowledge, tools and industry practices/solutions to ensure you are able to continuously develop your team and have the appropriate knowledge to engage stakeholders internally and externally. If you like no two days to be the same, enjoy learning something new every day and want to be part of a growing team with an exciting future, please apply for this role. Responsibilities: Delivery: Leads self, and oversees virtual team members, to deliver projects and solutions to time, cost and quality targets to customer requirements Establish yourself as a subject matter expert for Data Integration & Automation solutions (design and delivery), becoming a trusted partner for our customers Collaborate with internal and external stakeholders to define, scope and quote projects, advising on good practice and recommended solutions Be a point of escalation for complex technical issues, dealing with internal and external senior stakeholders as required Commercial: Takes accountability for own performance and ensures work is delivered to the required standard and timescales to enable customer charging Deliver customer workshops and presentations to promote our capabilities, to both prospective and existing customers to drive sales pipeline Drive continuous improvement by proactively identifying opportunities to improve both internal processes and capabilities and customer solutions What you will be doing: Develop, test and support integration and automation solutions, in line with our standards, good practices and design principles, ensuring they meet business needs. Interpret functional specification documentation and work with functional specialists to translate business requirements into effective technical solutions, contributing advice to overall solution designs and creating technical specification documentation. Work with the wider team to design and implement creative technical solutions to work around system constraints as / when required. Adhere to specifications and standards agreed in addition to the IT project lifecycle, including quality assurance and testing of solutions and approval before release. Investigate and resolve support incidents, suggesting improvements if possible. On call out of hours support might be required from time-to-time. Create and maintain documentation for integration solutions, processes, and data flows. Participate actively in improving our development standards, good practices, design principles to continuously improve the quality, effectiveness and efficiency of our solutions. Skills & experience Deep technical expertise in REST APIs, with 5+ years of experience in building and managing solutions. Significant hands-on experience of development automation solutions using Power Automate i.e. multiple deployed solutions. Direct experience working on Payroll, HR, ERP or Data Warehouse integration, ideally working with transactional and master data to/from other business applications is highly desirable. Be open minded and flexible - you're happy to respond to changing circumstances and priorities while remaining calm and focussed on getting the job done. Experience of designing and implementing highly available technical services. Experience of working with Azure APIM, Event Grid, Power Platform (and ideally with Microsoft certifications). Experience of working with external clients to deliver solutions e.g. consultancy. Experience in building Power BI solutions desirable, but not essential. Behaviours: Self-motivated, proactive and takes overall ownership for delivering agreed outputs and outcomes, to time, cost and quality targets Outcome focussed and flexible, you're able to respond to changing circumstances and priorities while remaining calm and focussed on getting the job done. Organised with great attention to detail. Collaborates with peers and clients to deliver projects, with the confidence and the ability to appropriate challenge, to achieve the right business outcomes A natural interest to keep pace with new versions and features of tools and how these can be incorporated into our offerings to generate new revenue opportunities Resilient and comfortable at working under pressure and to tight deadlines Desirable, but not essential: Data modelling and dashboard development Data security certifications Benefits & culture At Zellis we create market-leading HR & Payroll products and services, to power exceptional employee experiences so that you and your people do better. Our multi-award-winning products pay over five million employees a year, with almost half (42%) of the FTSE 100, 50% of the top retailers and 30% of the top universities in the UK & Ireland as customers, making us the largest provider of Payroll and HR software and managed services. Our vision is to be the clear leader in pay, reward, analytics, and people experiences. We're passionate about creating an environment where people want to join, belong to, and be part of a progressive organisation. Our values, which were defined with input from all of our 2,000 colleagues, we live and breathe every day: Unstoppable together. Always learning. Make it count. Think scale. Our people are critical to our ongoing success; we're proud of our inclusive culture that gives you the platform to grow, challenge the status quo and play a crucial role in further enhancing our market position as the leading provider of HR & Payroll software and services.With Zellis you'll have the chance to stretch and challenge yourself in an environment that's varied, flexible and hugely supportive. We also love to reward and recognise our brilliant colleagues. As part of your benefits package, you'll receive: A competitive base salary, plus cash car allowance. 25 days annual leave, plus your birthday off and the opportunity to buy additional holiday. Private medical insurance. Life assurance 4x salary. Enhanced pension scheme with company contributions up to 8.5%. A huge range of additional flexible benefits across financial & personal wellbeing, lifestyle & leisure.

About the role As an AI Scientist at Zellis you'll play a pivotal role in embedding AI-driven solutions across the Zellis HR, Workforce Management and Payroll platform and driving through their adoption. You'll work within a small, highly creative and research-driven team, designing, developing and deploying compute-efficient, powerful, and safe AI models that provide tangible value to our clients. Our mission is to redefine how AI can expand Zellis' client base, ensuring AI goes beyond surface-level functionality to drive meaningful transformation across HR and pay solutions. You'll develop and implement AI technologies that enhance automation, decision-making, and predictive capabilities. You'll also ensure our AI solutions adhere to strict ethical, privacy, and security standards while maximising business impact. At Zellis, we balance research with practical deployment, ensuring that AI innovations translate into business value. We embrace a fast-paced, entrepreneurial mindset, enabling us to iterate rapidly and refine our AI strategies based on continuous learning and real-world feedback. Key Responsibilities AI Research and Model Development Conducting research in AI, using a full range of machine learning and GenAI techniques to develop solutions across the entire HR lifecycle. Designing and optimising AI that enhances automation and decision-making. Ensuring AI models are scalable and efficient for real-world enterprise deployment. Experimenting with different machine learning and GenAI techniques, including prompt engineering, RAG (Retrieval Augmented Generation), fine-tuning of LLMs, RLHF (reinforcement learning with human feedback), and adversarial techniques. Evaluating AI model performance using statistical and business-driven metrics. Working on natural language to SQL AI transformations to extract data value. Working on natural language to other meta-language translation / transformation (e.g. LaTeX/mermail.io for diagramming, or natural language to code). Speech to text. Developing explainable AI approaches for transparency and trust. AI Integration into HR, Workforce Management, and Payroll Systems Collaborating with the Technology teams / Engineers to integrate AI solutions across all HR and payroll modules. Automating repetitive HR tasks like payroll processing and compliance checks. Implementing AI-driven workforce forecasting and scheduling. Developing AI-powered insights for HR leaders to improve talent management. Enhancing employee self-service with AI bots, assistants, and workspaces. AI Ethics, Privacy, and Security Designing AI systems that are safe, unbiased, and compliant with GDPR. Working with Legal teams to assess and mitigate AI-related risks. Ensuring AI models do not reinforce biases in HR processes. Implementing privacy-preserving techniques in AI solutions. Collaboration and Cross-Functional Work Working with Product Managers, Engineers, and business stakeholders to define AI goals. Communicating AI concepts in a business-friendly manner. Leading AI experimentation initiatives and contributing to internal strategy discussions. Engaging with customers to understand AI needs and create practical solutions. Continuous learning and innovation. Staying up-to-date with AI and ML research relevant to HR and workforce management. Exploring new techniques in deep learning and generative AI. Publishing research findings in internal reports and industry conferences. Prototype and testing AI models before full-scale deployment. Skills & Experience Technical Expertise Understanding of transformer architectures, and large-scale language models. Experience with data engineering, model optimisation, and distributed computing. Strong programming skills in JavaScript, or Python / other AI-related languages. Strong SQL and data analytics skills. Familiarity with cloud platforms (AWS and Azure) for AI deployment. Knowledge of MLOps principles for scaling AI models. Understanding of knowledge graphs, semantic search, and vector databases. AI Ethics and Responsible AI Awareness of AI ethics, bias mitigation, and fairness in models. Understanding of GDPR and compliance frameworks for AI in HR applications. Ability to design fair and interpretable AI systems. Problem Solving and Critical Thinking Strong analytical skills to improve AI model performance. Ability to develop innovative AI-driven solutions for business challenges. Business Acumen and HR Domain Knowledge Understanding of HR, payroll, and workforce management processes would be advantageous. Ability to translate AI research into commercially viable products. Experience working with HR datasets and organisational analytics. Collaboration and Communication Ability to explain AI concepts to non-technical stakeholders. Experience working in cross-functional teams. Strong documentation skills for AI research and best practices. Enthusiasm for mentoring and knowledge sharing. Adaptability and Continuous Learning Ability to work in a fast-paced, entrepreneurial setting. Willingness to experiment with emerging AI technologies. Commitment to ongoing learning in AI and HR tech. Strategic and product-focused thinking. Vision for AI-driven business expansion at Zellis. Focus on delivering measurable AI value to HR professionals. Ability to balance long-term AI research with short-term business impact. Significant experience working as a Software Engineer, with a focus on growth engineering or related field, and strong full-stack practical coding skills. Benefits & Culture At Zellis we create AI-enabled HR, workforce management and payroll products and services, to power exceptional employee experiences so that you and your people do better. Our multi-award-winning products pay over five million employees a year, with almost half (42%) of the FTSE 100, 50% of the top retailers and 30% of the top universities in the UK & Ireland as customers, making us the largest provider of Payroll and HR software and managed services. Our vision is to be the clear leader in pay, reward, analytics, and people experiences. We're passionate about creating an environment where people want to join, belong to, and be part of a progressive organisation. Our values, which were defined with input from our 3,000+ colleagues, we live and breathe every day: Unstoppable together. Always learning. Make it count. Think scale. Our people are critical to our ongoing success; we're proud of our inclusive culture that gives you the platform to grow, challenge the status quo and play a crucial role in further enhancing our market position as the leading provider of HR & Payroll software and services. With Zellis you'll have the chance to stretch and challenge yourself in an environment that's varied, flexible and hugely supportive. We also love to reward and recognise our brilliant colleagues. As part of your benefits package, you'll receive: A competitive base salary. 25 days annual leave, plus your birthday off and the opportunity to buy additional holiday. Private medical insurance. Life assurance 4x salary. Enhanced pension scheme with company contributions up to 8.5%. A huge range of additional flexible benefits across financial & personal wellbeing, lifestyle & leisure.

About the role Our Customer Success Managers (CSMs) play a critical role in the ongoing management of our customer relationships. As a CSM your focus will be on ensuring that our customers are wildly successful throughout their journey with Zellis. You'll work proactively with a key set of customer accounts with a focus on ensuring that the customer is gaining their desired business outcomes. By operating as a trusted advisor and primary contact point, you'll be responsible for the end-to-end customer experience and overall success of the relationship. You'll represent the Voice of the Customer to the internal organisation to ensure their needs are fed back to the relevant teams in the spirit of continuous improvement and ensuring success. Where the customer partnership needs to be improved you'll be required to implement and deliver on success plans to bring this back on track. By ensuring our customers are successful, it is expected that you can drive customer advocacy activities and loyalty. You'll report to the Customer Success Lead in the Customer Success team and work alongside our customer facing teams. This is a fully remote role, but there will be some travel required to our Peterborough offices. Key responsibilities include: Proactive outreach and regular meetings with your customers. Ensuring fantastic relationships across your nominated customer accounts. Developing a wider range of stakeholder relationships within the customer accounts you are responsible for. Leading Quarterly Business Reviews focused on Business Outcomes and Value. Being the Voice of the Customer to represent customer sentiment and ensuring internal alignment in delivery business value and objectives. Improving product adoption through identification of gaps, discussion, coaching and ensuring the right collateral and enablement is provided to the customer. Proactively managing your account list and reporting on customer health to senior stakeholders within Zellis. Creating and driving Success Plans where value is not being achieved. Identifying and nurturing areas for cross-sell and up-sell to provide additional value within the customer account. Promoting customer reference and advocacy activities through relationship building and ensuring our customers are receiving fantastic service from Zellis. Active involvement in customer surveys, e.g. NPS with appropriate management and customer follow up. Skills & experience A strong customer-first attitude and experience of customer relationship management. A strong communicator at all levels, from operational through to C-level. Effective stakeholder management, both internal and external. Highly organised with the ability to own and control a customer account. A results-driven individual who is commercially astute. The ability to have business-based discussions focused on business value. Strong presentation skills and the ability to present to a wide audience at all levels. Capable of working under pressure and to measurable KPIs. The ability to improve product adoption through identification of gaps, discussion, coaching and ensuring the right collateral is provided to the customer. The ability to act on challenges and create forward-looking plans where value is currently not being achieved for the customer. Benefits & culture At Zellis we create market-leading HR & Payroll products and services, to power exceptional employee experiences so that you and your people do better. Our multi-award-winning products pay over five million employees a year, with almost half (42%) of the FTSE 100, 50% of the top retailers and 30% of the top universities in the UK & Ireland as customers, making us the largest provider of Payroll and HR software and managed services. Our vision is to be the clear leader in pay, reward, analytics, and people experiences. We're proud of our culture and we work hard to create an environment where people want to join, belong to, and be part of a progressive organisation. Our values, which were defined with input from all of our 2,000 colleagues, we live and breathe every day: Unstoppable together. Always learning. Make it count. Think scale. Our people are critical to our ongoing success; we're proud of our inclusive culture that gives you the platform to grow, challenge the status quo and play a crucial role in further enhancing our market position as the leading provider of HR& Payroll software and services. We also love to reward and recognise our brilliant colleagues. As part of your benefits package, you'll receive: A competitive base salary, plus cash car allowance. 25 days annual leave, plus your birthday off and the opportunity to buy additional holiday. Private medical insurance. Life assurance 4x salary. Enhanced pension scheme with company contributions up to 8.5%. A huge range of additional flexible benefits across financial & personal wellbeing, lifestyle & leisure.

About the role The Implementation Consultant 1 (IC1) will be responsible for delivering implementation consultancy activities for Zellis' customers on one or more aspects of their solutions or services delivery. The IC1 will have knowledge and competency in many of Zellis' processes and solutions and must have good colleague and client management and relationship building skills. They will be responsible for advising and working with customers to help them understand, implement, configure, or test good practice use of Zellis' suite of customer solutions. This role may lead smaller, non-complex delivery directly or will work closely with more senior consultants, implementation project, or programme managers. They will also work with customer stakeholders and business representatives to support the achievement of the relevant delivery milestones on time, at the highest level of quality and on budget. In this role your key responsibilities will be: Acting to implement one or more of Zellis' range of solutions and services, partnering with the customer to develop a "One Team" approach to delivery and to ensure that all activities are delivered on time, at the highest level of quality and on budget. Delivery of implementation tasks against the agreed project plan and scope, following the Zellis standard project Implementation methodology. Planning and coordinating all activities assigned to you so that they are undertaken in accordance with the relevant plan, working alongside and in partnership with the wider Zellis and customer project team. Preparing, reviewing, agreeing, and implementing any deliverables assigned to you as part of the delivery plan, with the support of more senior implementation consultants or your line manager. Completing testing of any deliverables or supporting activities assigned to you as part of the implementation plan to the highest level of quality and where agreed, in line with all acceptance criteria. Understanding and utilising supporting tools and appropriate resources for each phase of the project to ensure all pre-requisites and ongoing support is in place. Anticipating and raising ongoing risks and issues and ensuring that they are escalated to the Implementation project or programme manager (or Zellis senior leader) in a timely fashion. Following your personal development and continuous improvement plan (in agreement with your line manager) for Zellis' products and services, including industry-leading good practice operating processes and industry and legislative knowledge (with support from the Technology Services management team). Skills & experience Essential Skills: Limited experience delivering on small, non-complex projects at small scale employee volumes and budgets. Competent at key technical skills for the role, for example setting up and testing simple ResourceLink, MyView, HCM configuration, basic pay elements, simple user security, simple organisation and job structures. Competent at data migration and loading for simple data structures. Competent at master data and payroll reconciliation for simple employee payroll data. Able to plan and deliver own work within deadlines; work/delivery is monitored and reviewed at agreed milestones. Understands and applies appropriate methods, tools, applications, and processes. Has basic influencing skills and interacts regularly and appropriately with colleagues and customers. Follows a methodical approach to identifying and resolving simple risks and issues. Anticipates and raises more complex risks and issues to enable them to be mitigated. Follows set development path for their role/specialism. Takes the initiative to develop skills and knowledge by identifying (and agreeing with manager) appropriate development opportunities. Some experience working in the HR & Payroll software, financial technology/services, or outsourcing industry (preferred). Benefits & culture At Zellis we create market-leading HR & Payroll products and services, to power exceptional employee experiences so that you and your people do better. Our multi-award-winning products pay over five million employees a year, with almost half (42%) of the FTSE 100, 50% of the top retailers, and 30% of the top universities in the UK & Ireland as customers, making us the largest provider of Payroll and HR software and managed services. Our vision is to be the clear leader in pay, reward, analytics, and people experiences. We're passionate about creating an environment where people want to join, belong to, and be part of a progressive organisation. Our values, which were defined with input from all of our 2,000 colleagues, we live and breathe every day: Unstoppable together. Always learning. Make it count. Think scale. Our people are critical to our ongoing success; we're proud of our inclusive culture that gives you the platform to grow, challenge the status quo and play a crucial role in further enhancing our market position as the leading provider of HR & Payroll software and services. With Zellis you'll have the chance to stretch and challenge yourself in an environment that's varied, flexible and hugely supportive. We also love to reward and recognise our brilliant colleagues. As part of your benefits package, you'll receive: A competitive salary. Excellent career progression opportunities. Transportation to the office (up to 30kms). Casual, privilege and sick leave, plus your birthday off. Group medical insurance. Personal accident insurance. Life assurance. A range of additional flexible benefits to support personal wellbeing.

About the role A new function in our Moorepay business, our Customer Success Managers (CSMs) will play a critical role in the ongoing management and health of our customers. As a CSM your focus will be on ensuring that our customers are successful and delighted throughout their journey with Moorepay, and that they ultimately become advocates of our services. You'll work across a wide range of our customers ensuring that we're helping them to achieve their business outcomes, understanding where their existing software and service features can help them (alongside promoting new features), supporting customer campaigns for value-add services, and creating customer advocates of everything that Moorepay offers. By operating as a trusted advisor and customer advocate you'll represent the 'Voice of the Customer' to the internal organisation to ensure their needs are fed back to the relevant teams in the spirit of continuous improvement and ensuring success. Where the customer partnership needs to be improved, you'll be required to implement and deliver on customer success plans / service improvement plans to bring this back on track. You'll also participate in customer retention initiatives and be instrumental in effectively managing complaints and escalations for our customers, importantly ensuring that we 'close the loop' on feedback and are contributing to our continuous improvement programmes. By ensuring our customers are successful, helping to grow our digital customer success presence and being a strong customer advocate, it is expected that you can quickly drive customer advocacy activities and brand loyalty. In addition, you'll support in the development and execution of our brand NPS activities, our 'Voice of the Customer' programme, participate in product development / enhancement forums, drive improvements in overall customer health across our organisation, and help drive an exemplary level of customer experience. You'll report to the Head of Customer Success & Strategic Accounts, working alongside a wide variety of our customer facing teams. This role will work on a hybrid basis from our Swinton office 3 days per week, with occasional visits to customer locations and our Central Birmingham office. In this role your key responsibilities will include: Proactive outreach and regular meetings with your customers, including face-to-face, on-site meetings on a regular basis. Ensuring fantastic relationships are in place across your nominated customer accounts. Developing a wide range of stakeholder relationships within the customer accounts you're responsible for and across the Moorepay business. Leading quarterly business reviews with your key customers, focused on business outcomes and value. Acting as the 'Voice of the Customer,' representing customer sentiment and ensuring internal alignment in delivering business value and objectives. Improving product adoption through identification of gaps, discussion, and coaching, and ensuring the right collateral and enablement is provided to the customer. Proactively managing your account list and reporting on customer health to senior stakeholders within Moorepay, for your customers and in support of the broader customer base. Creating and driving customer success improvement plans where value is not being achieved. Identifying and nurturing areas for cross-sell and up-sell, to provide additional value within the customer account. Promoting customer reference and advocacy activities through relationship building and ensuring our customers are receiving a fantastic service from Moorepay. Active involvement in customer surveys (e.g. Brand and transactional NPS), with appropriate management and customer follow up. Supporting the overall cultural change programme to include tone of voice, hearts and minds, voice of the customer, and putting the Customer at the heart of the business through the interactions we have across customer success and service delivery. Skills & experience Previous experience working as a Customer Success Manager in a similar SMB-scaled delivery model. A strong customer-first attitude and experience of customer relationship management. A strong communicator at all levels, from operational through to C-level, with ability to develop robust and enduring relationship that sustain confidence from customers. Strong presentation skills and the ability to present to a wide audience at all levels, including senior teams both internally and externally. Effective stakeholder management, both internal and external. Experience efficiently managing customer complaints and escalations. A results-driven individual who is commercially astute and has the ability to have discussions focused on business value. Capable of working under pressure and to measurable KPIs. Proven commercial acumen and ability to generate opportunities for our account management teams. Ability to act on challenges and create forward-looking plans where value is currently not being achieved for the customer. The gravitas, charisma, and knowledge to be credible in all business situations. Action-oriented and collaborative team player, with the ability to stay calm under pressure. Benefits & culture Part of the Zellis Group, Moorepay is a team of over 500 friendly professionals across four offices in Swinton (Manchester), Sheffield, Farnborough and Kochi (India). We're passionate about making Moorepay a fantastic place to work for every single one of our colleagues. The average length of service at Moorepay is 12 years, which speaks for itself! To help make Moorepay such a great place to work, we focus on three things in our company culture: mental health support, maintaining a healthy work/life balance, and equal opportunities and inclusion for all. Here's what you'll gain if you join our team: A career packed with opportunity, in a stable and growing company. A comprehensive programme of learning and development. Competitive base salary. 25 days annual leave, with the opportunity to buy more. You'll even get your birthday off as well! Private medical insurance. Life assurance 4x salary. Enhanced pension with up to 8.5% employer contributions. A huge range of additional flexible benefits across financial & personal wellbeing, lifestyle & leisure.

About the role A new function in our Moorepay business, our Customer Success Managers (CSMs) will play a critical role in the ongoing management and health of our customers. As a CSM your focus will be on ensuring that our customers are successful and delighted throughout their journey with Moorepay, and that they ultimately become advocates of our services. You'll work across a wide range of our customers ensuring that we're helping them to achieve their business outcomes, understanding where their existing software and service features can help them (alongside promoting new features), supporting customer campaigns for value-add services, and creating customer advocates of everything that Moorepay offers. By operating as a trusted advisor and customer advocate you'll represent the 'Voice of the Customer' to the internal organisation to ensure their needs are fed back to the relevant teams in the spirit of continuous improvement and ensuring success. Where the customer partnership needs to be improved, you'll be required to implement and deliver on customer success plans / service improvement plans to bring this back on track. You'll also participate in customer retention initiatives and be instrumental in effectively managing complaints and escalations for our customers, importantly ensuring that we 'close the loop' on feedback and are contributing to our continuous improvement programmes. By ensuring our customers are successful, helping to grow our digital customer success presence and being a strong customer advocate, it is expected that you can quickly drive customer advocacy activities and brand loyalty. In addition, you'll support in the development and execution of our brand NPS activities, our 'Voice of the Customer' programme, participate in product development / enhancement forums, drive improvements in overall customer health across our organisation, and help drive an exemplary level of customer experience. You'll report to the Head of Customer Success & Strategic Accounts, working alongside a wide variety of our customer facing teams. This role will work on a hybrid basis from our Swinton office 3 days per week, with occasional visits to customer locations and our Central Birmingham office. In this role your key responsibilities will include: Proactive outreach and regular meetings with your customers, including face-to-face, on-site meetings on a regular basis. Ensuring fantastic relationships are in place across your nominated customer accounts. Developing a wide range of stakeholder relationships within the customer accounts you're responsible for and across the Moorepay business. Leading quarterly business reviews with your key customers, focused on business outcomes and value. Acting as the 'Voice of the Customer,' representing customer sentiment and ensuring internal alignment in delivering business value and objectives. Improving product adoption through identification of gaps, discussion, and coaching, and ensuring the right collateral and enablement is provided to the customer. Proactively managing your account list and reporting on customer health to senior stakeholders within Moorepay, for your customers and in support of the broader customer base. Creating and driving customer success improvement plans where value is not being achieved. Identifying and nurturing areas for cross-sell and up-sell, to provide additional value within the customer account. Promoting customer reference and advocacy activities through relationship building and ensuring our customers are receiving a fantastic service from Moorepay. Active involvement in customer surveys (e.g. Brand and transactional NPS), with appropriate management and customer follow up. Supporting the overall cultural change programme to include tone of voice, hearts and minds, voice of the customer, and putting the Customer at the heart of the business through the interactions we have across customer success and service delivery. Skills & experience Previous experience working as a Customer Success Manager in a similar SMB-scaled delivery model. A strong customer-first attitude and experience of customer relationship management. A strong communicator at all levels, from operational through to C-level, with ability to develop robust and enduring relationship that sustain confidence from customers. Strong presentation skills and the ability to present to a wide audience at all levels, including senior teams both internally and externally. Effective stakeholder management, both internal and external. Experience efficiently managing customer complaints and escalations. A results-driven individual who is commercially astute and has the ability to have discussions focused on business value. Capable of working under pressure and to measurable KPIs. Proven commercial acumen and ability to generate opportunities for our account management teams. Ability to act on challenges and create forward-looking plans where value is currently not being achieved for the customer. The gravitas, charisma, and knowledge to be credible in all business situations. Action-oriented and collaborative team player, with the ability to stay calm under pressure. Benefits & culture Part of the Zellis Group, Moorepay is a team of over 500 friendly professionals across four offices in Swinton (Manchester), Sheffield, Farnborough and Kochi (India). We're passionate about making Moorepay a fantastic place to work for every single one of our colleagues. The average length of service at Moorepay is 12 years, which speaks for itself! To help make Moorepay such a great place to work, we focus on three things in our company culture: mental health support, maintaining a healthy work/life balance, and equal opportunities and inclusion for all. Here's what you'll gain if you join our team: A career packed with opportunity, in a stable and growing company. A comprehensive programme of learning and development. Competitive base salary. 25 days annual leave, with the opportunity to buy more. You'll even get your birthday off as well! Private medical insurance. Life assurance 4x salary. Enhanced pension with up to 8.5% employer contributions. A huge range of additional flexible benefits across financial & personal wellbeing, lifestyle & leisure.

About the role A new function in our Moorepay business, our Customer Success Managers (CSMs) will play a critical role in the ongoing management and health of our customers. As a CSM your focus will be on ensuring that our customers are successful and delighted throughout their journey with Moorepay, and that they ultimately become advocates of our services. You'll work across a wide range of our customers ensuring that we're helping them to achieve their business outcomes, understanding where their existing software and service features can help them (alongside promoting new features), supporting customer campaigns for value-add services, and creating customer advocates of everything that Moorepay offers. By operating as a trusted advisor and customer advocate you'll represent the 'Voice of the Customer' to the internal organisation to ensure their needs are fed back to the relevant teams in the spirit of continuous improvement and ensuring success. Where the customer partnership needs to be improved, you'll be required to implement and deliver on customer success plans / service improvement plans to bring this back on track. You'll also participate in customer retention initiatives and be instrumental in effectively managing complaints and escalations for our customers, importantly ensuring that we 'close the loop' on feedback and are contributing to our continuous improvement programmes. By ensuring our customers are successful, helping to grow our digital customer success presence and being a strong customer advocate, it is expected that you can quickly drive customer advocacy activities and brand loyalty. In addition, you'll support in the development and execution of our brand NPS activities, our 'Voice of the Customer' programme, participate in product development / enhancement forums, drive improvements in overall customer health across our organisation, and help drive an exemplary level of customer experience. You'll report to the Head of Customer Success & Strategic Accounts, working alongside a wide variety of our customer facing teams. This role will work on a hybrid basis from our Swinton office 3 days per week, with occasional visits to customer locations and our Central Birmingham office. In this role your key responsibilities will include: Proactive outreach and regular meetings with your customers, including face-to-face, on-site meetings on a regular basis. Ensuring fantastic relationships are in place across your nominated customer accounts. Developing a wide range of stakeholder relationships within the customer accounts you're responsible for and across the Moorepay business. Leading quarterly business reviews with your key customers, focused on business outcomes and value. Acting as the 'Voice of the Customer,' representing customer sentiment and ensuring internal alignment in delivering business value and objectives. Improving product adoption through identification of gaps, discussion, and coaching, and ensuring the right collateral and enablement is provided to the customer. Proactively managing your account list and reporting on customer health to senior stakeholders within Moorepay, for your customers and in support of the broader customer base. Creating and driving customer success improvement plans where value is not being achieved. Identifying and nurturing areas for cross-sell and up-sell, to provide additional value within the customer account. Promoting customer reference and advocacy activities through relationship building and ensuring our customers are receiving a fantastic service from Moorepay. Active involvement in customer surveys (e.g. Brand and transactional NPS), with appropriate management and customer follow up. Supporting the overall cultural change programme to include tone of voice, hearts and minds, voice of the customer, and putting the Customer at the heart of the business through the interactions we have across customer success and service delivery. Skills & experience Previous experience working as a Customer Success Manager in a similar SMB-scaled delivery model. A strong customer-first attitude and experience of customer relationship management. A strong communicator at all levels, from operational through to C-level, with ability to develop robust and enduring relationship that sustain confidence from customers. Strong presentation skills and the ability to present to a wide audience at all levels, including senior teams both internally and externally. Effective stakeholder management, both internal and external. Experience efficiently managing customer complaints and escalations. A results-driven individual who is commercially astute and has the ability to have discussions focused on business value. Capable of working under pressure and to measurable KPIs. Proven commercial acumen and ability to generate opportunities for our account management teams. Ability to act on challenges and create forward-looking plans where value is currently not being achieved for the customer. The gravitas, charisma, and knowledge to be credible in all business situations. Action-oriented and collaborative team player, with the ability to stay calm under pressure. Benefits & culture Part of the Zellis Group, Moorepay is a team of over 500 friendly professionals across four offices in Swinton (Manchester), Sheffield, Farnborough and Kochi (India). We're passionate about making Moorepay a fantastic place to work for every single one of our colleagues. The average length of service at Moorepay is 12 years, which speaks for itself! To help make Moorepay such a great place to work, we focus on three things in our company culture: mental health support, maintaining a healthy work/life balance, and equal opportunities and inclusion for all. Here's what you'll gain if you join our team: A career packed with opportunity, in a stable and growing company. A comprehensive programme of learning and development. Competitive base salary. 25 days annual leave, with the opportunity to buy more. You'll even get your birthday off as well! Private medical insurance. Life assurance 4x salary. Enhanced pension with up to 8.5% employer contributions. A huge range of additional flexible benefits across financial & personal wellbeing, lifestyle & leisure.

About the role A new function in our Moorepay business, our Customer Success Managers (CSMs) will play a critical role in the ongoing management and health of our customers. As a CSM your focus will be on ensuring that our customers are successful and delighted throughout their journey with Moorepay, and that they ultimately become advocates of our services. You'll work across a wide range of our customers ensuring that we're helping them to achieve their business outcomes, understanding where their existing software and service features can help them (alongside promoting new features), supporting customer campaigns for value-add services, and creating customer advocates of everything that Moorepay offers. By operating as a trusted advisor and customer advocate you'll represent the 'Voice of the Customer' to the internal organisation to ensure their needs are fed back to the relevant teams in the spirit of continuous improvement and ensuring success. Where the customer partnership needs to be improved, you'll be required to implement and deliver on customer success plans / service improvement plans to bring this back on track. You'll also participate in customer retention initiatives and be instrumental in effectively managing complaints and escalations for our customers, importantly ensuring that we 'close the loop' on feedback and are contributing to our continuous improvement programmes. By ensuring our customers are successful, helping to grow our digital customer success presence and being a strong customer advocate, it is expected that you can quickly drive customer advocacy activities and brand loyalty. In addition, you'll support in the development and execution of our brand NPS activities, our 'Voice of the Customer' programme, participate in product development / enhancement forums, drive improvements in overall customer health across our organisation, and help drive an exemplary level of customer experience. You'll report to the Head of Customer Success & Strategic Accounts, working alongside a wide variety of our customer facing teams. This role will work on a hybrid basis from our Swinton office 3 days per week, with occasional visits to customer locations and our Central Birmingham office. In this role your key responsibilities will include: Proactive outreach and regular meetings with your customers, including face-to-face, on-site meetings on a regular basis. Ensuring fantastic relationships are in place across your nominated customer accounts. Developing a wide range of stakeholder relationships within the customer accounts you're responsible for and across the Moorepay business. Leading quarterly business reviews with your key customers, focused on business outcomes and value. Acting as the 'Voice of the Customer,' representing customer sentiment and ensuring internal alignment in delivering business value and objectives. Improving product adoption through identification of gaps, discussion, and coaching, and ensuring the right collateral and enablement is provided to the customer. Proactively managing your account list and reporting on customer health to senior stakeholders within Moorepay, for your customers and in support of the broader customer base. Creating and driving customer success improvement plans where value is not being achieved. Identifying and nurturing areas for cross-sell and up-sell, to provide additional value within the customer account. Promoting customer reference and advocacy activities through relationship building and ensuring our customers are receiving a fantastic service from Moorepay. Active involvement in customer surveys (e.g. Brand and transactional NPS), with appropriate management and customer follow up. Supporting the overall cultural change programme to include tone of voice, hearts and minds, voice of the customer, and putting the Customer at the heart of the business through the interactions we have across customer success and service delivery. Skills & experience Previous experience working as a Customer Success Manager in a similar SMB-scaled delivery model. A strong customer-first attitude and experience of customer relationship management. A strong communicator at all levels, from operational through to C-level, with ability to develop robust and enduring relationship that sustain confidence from customers. Strong presentation skills and the ability to present to a wide audience at all levels, including senior teams both internally and externally. Effective stakeholder management, both internal and external. Experience efficiently managing customer complaints and escalations. A results-driven individual who is commercially astute and has the ability to have discussions focused on business value. Capable of working under pressure and to measurable KPIs. Proven commercial acumen and ability to generate opportunities for our account management teams. Ability to act on challenges and create forward-looking plans where value is currently not being achieved for the customer. The gravitas, charisma, and knowledge to be credible in all business situations. Action-oriented and collaborative team player, with the ability to stay calm under pressure. Benefits & culture Part of the Zellis Group, Moorepay is a team of over 500 friendly professionals across four offices in Swinton (Manchester), Sheffield, Farnborough and Kochi (India). We're passionate about making Moorepay a fantastic place to work for every single one of our colleagues. The average length of service at Moorepay is 12 years, which speaks for itself! To help make Moorepay such a great place to work, we focus on three things in our company culture: mental health support, maintaining a healthy work/life balance, and equal opportunities and inclusion for all. Here's what you'll gain if you join our team: A career packed with opportunity, in a stable and growing company. A comprehensive programme of learning and development. Competitive base salary. 25 days annual leave, with the opportunity to buy more. You'll even get your birthday off as well! Private medical insurance. Life assurance 4x salary. Enhanced pension with up to 8.5% employer contributions. A huge range of additional flexible benefits across financial & personal wellbeing, lifestyle & leisure.

About the role The Head of Payroll is accountable for the operational delivery, customer experience, operational controls and overall performance of the UK BPaaS service delivery teams. Additionally, this role must ensure that the end-to-end delivery of the customer experience between our delivery locations is seamless through effective partnerships, effective processes and a collaborative approach to delivery of our services. The role-holder will be required to lead, motivate and manage busy operational teams through periods of significant change and transformation, ultimately always with the goal of having a high performing team culture in place. Working in conjunction with change and transformation teams across the business, the role holder will be responsible for optimising the performance and productivity of the BPaaS function through effective workforce management, maximising labour arbitrage opportunities and other continuous improvement initiatives. The individual will be expected to consistently challenge the status quo and have a thirst for seeking new and better ways of working including process innovation, the use of technology and automated solutions and ensuring our colleagues are trained to deliver the expected service outcomes to a customer service professional standard. Supporting the service delivery team, customer success and commercial teams, the role is also customer-focused, anticipating customer requirements and ensuring that we have service improvement plans and a customer and team level (as required) to ensure the retention, growth and operational viability of the relationships that meet both customer and Moorepay agreed business outcomes. By engaging with our overall business transformation programmes, the role-holder will deliver a service delivery model which provides scalability, agility and flexibility that can accommodate both customer and Moorepay developments/changes whilst also driving productivity gains across the team. Key Responsibilities The role will be fully accountable for the customer experience and build a culture of "customer first". You will need to have analytical skills and proven ability to continually improve the customer experience using NPS feedback and other sources of data to shape the service delivery function. The role encompasses leading and managing the BPaaS service delivery teams to provide a consistently high level of service to our customers in accordance with our business blueprint whilst also being responsible for the effective cost management of the team and any key suppliers/partners who support your business area. In addition, the team will also participate in cross-site customer teams, ensuring that operational teams work collaboratively and consistently delivering a 'one Moorepay' approach. The Head of Service Delivery will be required to plan and organise learning and development, team building, employee engagement and other key activities and initiatives as may be required. Success in the role will be achieved by customers consistently receiving a great service, having high performing delivery teams, ensuring that the business is meeting budget targets and, by partnering with the sales and customer success teams to enable revenue growth through expanding our customer relationships via new services. Making people feel appreciated for the work they do will be critical. It will be essential that all compliance and quality standards in line with our ISO9001, ISO27001 and SOC controls are maintained ensuring that any risks are identified, and appropriate mitigating actions are implemented quickly and effectively. This role is full-time and will be hybrid, working 3 days a week in our Swinton office with travel to other sites. Skills & Experience Specifically, the role holder will: Ensure that controls are embedded within the function and no repeat service incidents are seen. Ensure common Moorepay delivery processes and practices are adopted across the team and actively participate in joint taskforces/working groups which seek to develop and enhance those standard practices. Drive the teams to work in collaboration with all operational/service and customer success functions to support and promote implementation of productivity and quality initiatives. Promote a culture of continuous improvement across the service delivery teams including the use of cross-functional and cross-site working groups. Be responsible for embedding operational and customer-based measures which result in actionable insights for customers and Moorepay and feed into internal and external continuous improvement activities. Create a relationship with the operational leads across the UK, Ireland and India ensuring that you have and are promoting effective cross-site working practices in support of seamless service delivery that is underpinned by best practice ways of working across our customer accounts and sites. Accountable for the cost performance for your teams with a focus on managing your costs very effectively to achieve the agreed profit targets. Regular review of costs and potential revenue leakage ensuring operational and financial efficiency. Management of overall SLA performance and claims/settlements or penalties with effective processes in place to avoid negative penalty situations. Build a culture of "customer first", act as a guardian and role model for our customer relationships and promote customer awareness throughout the service delivery teams. Management of all contractual obligations and process changes to ensure these are executed correctly, with adherence to the agreements made internally/externally whilst also ensuring that risks are carefully managed, and service quality standards are maintained. Drive customer health check activity across the team and ensure that any gaps in our service provision/contract and/or any identified Moorepay or customer improvement activities are driven forward together with local teams, other key stakeholders and the customers (as required). Issue-based root cause analysis and remediation in agreement with Moorepay incident management, customer retention and customer success teams. Take ownership of service improvement initiatives driven out of client satisfaction feedback processes including brand and transactional NPS, client governance meetings and other client engagements. Critical Competencies Ability to act as an effective operational lead and have the capability to apply yourself to different business challenges, people, systems, client, financial, quality, data analysis, investigation, reporting and acting on feedback. Strong customer service and operational delivery management experience with evidence of sustainable service improvement. A proven track record in the successful delivery of business change and business process improvement. The ability to successfully deliver bottom line benefits through the delivery of initiatives to improve operational efficiencies to achieve margin improvement. The ability to lead teams through complex change projects and achieve a high performing team culture. Ability to build, influence and leverage internal networks to help drive improvements for our customers and colleagues. Benefits & Culture Part of the Zellis Group, Moorepay is a team of over 500 friendly professionals across four offices in Swinton (Manchester), Sheffield, Farnborough and Kochi (India). We're passionate about making Moorepay a fantastic place to work for every single one of our colleagues. The average length of service at Moorepay is 12 years, which speaks for itself! To help make Moorepay such a great place to work, we focus on three things in our company culture: mental health support, maintaining a healthy work/life balance, and equal opportunities and inclusion for all. Here's what you'll gain if you join our team: A career packed with opportunity, in a stable and growing company. A comprehensive programme of learning and development. Competitive base salary. 25 days annual leave, with the opportunity to buy more. You'll even get your birthday off as well! Private medical insurance. Life assurance 4x salary. Enhanced pension with up to 8.5% employer contributions. A huge range of additional flexible benefits across financial & personal wellbeing, lifestyle & leisure.