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Service Excellence Manager

Job details

General information

Reference number




Vacancy location


United Kingdom, Central England, Birmingham - Parklands

Vacancy details

Job Profile

Management - Service Delivery

Secondary Profiles

Management - Operations Management
Payroll Operations - Payroll Management


Service Excellence Manager

Contract Type


Hours per week


About the role

The Service Excellence Manager is wholly accountable for the operation of the shared service teams providing payroll and HR administration services to a portfolio of customers.


The remit of the role encompasses strong people leadership, coaching, mentoring and motivating the operational teams to deliver a consistently high level of service to our customers.

The role is part of the Shared Services team in the Managed Services business. They are the responsible for customer satisfaction, delivery of contracted services and associated SLA's, revenue assurance and cost containment for the Customer accounts their teams are responsible for.


Success in the role contributes to clients receiving service excellence, that the business is meeting budget targets and enabling revenue growth through maintaining and expanding our client relationships with new services.


This people leader will be required to motivate and engage operational teams, particularly during times of business and organisational change and client pressure. They will be tasked with optimising the performance and productivity of the teams through the best utilisation of both our onshore and offshore payroll, HR and Recruitment resources.


The role is responsible for P&L performance for the customer contracts and service delivery they are responsible for, with a focus on optimising revenues and managing costs very effectively to achieve profit targets.


They will be expected to consistently challenge the status quo and have a quest for seeking new and better ways of working including process innovation, the use of technology systems and that your employees are adequately trained and motivated to deliver the expected service outcomes.


The role is client focused, anticipating client requirements and ensuring that we have an agreed client plan to ensure the retention, growth and commercial viability of all our contractual relationships.


It will be critical that all compliance and quality standards are maintained ensuring that any risks are identified, and appropriate mitigating actions are implemented quickly and effectively.

You will be directly responsible for the Payroll Managers beneath you, so the ability to understand what they do, along with regulatory/policy knowledge is key, along with excellent people management skills is essential.  As is knowledge of  Payroll, HR, Recruitment operations and/or managed service and team leadership experience being essential



Skills and experience

  • Proven experience in a management capacity demonstrating excellent people management and operational delivery in an outsourced business environment
  • Proven experience in a payroll or HR related business or function
    Proven experience of running a multi- customer shared service centre
  • Strong customer service and client management experience with evidence of sustainable service improvement
  • A proven track record in the successful delivery of business change
  • The ability to successfully deliver bottom line commercial benefit through the delivery of initiatives to grow revenue and improve operational efficiencies to achieve margin improvement
  • The ability to lead complex change projects
  • Excellent communication skills reflected in your ability to engage with employees and internal and external stakeholders
  • Capability to multi task and determine priorities
  • Ability to deal with at times competing conflicts, improve quality, reduce costs, drive up margin
  • Ability to act as a general manager and have the capability to apply yourself to different business challenges, people, systems, client, financial, quality
  • Able to work collaboratively and effectively with offshore teams


About Us

Who are NGA Human Resources?

We are a leader in the UK and around the world in helping organisations to align their people strategy to their business strategy. We are the most knowledgeable partner to help identify the HR and Payroll solutions to take your organisation exactly where it wants to go.

The NGA Advantage

We are a global leader in helping organisations transform their business-critical HR operations to deliver more effective and efficient people-critical services. What sets us apart is The NGA Advantage. It’s a combination of deep HR experience and insight, advanced technology platforms and applications and a global portfolio of flexible service delivery options.

NGA HR wins CIPP Payroll Service Provider and Payroll Software Product of the Year second year running.

HR and Payroll leader NGA Human Resources, has won the Payroll Software Product of the Year and Payroll Service Provider of the Year for the second year running at the CIPP (Chartered Institute of Payroll Professionals) Annual Excellence Awards.

Additional Information/Comments

Previous job roles that you may have held:

  • Head of Payroll
  • Head of HR
  • Head of Recruitment



Our Birmingham centre is in the South of the City.  It is easily accesible from the M5 motorway or via the A38 which takes you direct into the City.

Public transport is also good with many buses running direct from the City Centre and served by the nearby Longbridge rail station which is a short journey from Birmingham New Street station.


Level 5

Salary Package