People and Payroll Services Lead

Job Title: Payroll Operations & Interface Lead (People Services)
Location: Bicester 1-2 days per week onsite with free parkingSalary: -57,000 - -64,750 (Band 8A)Contract: 12 month Fixed-Term Contract (with potential to become permanent)

We''re partnering with a large, complex public sector organisation undergoing transformation within its People Services function. As part of a recent restructure, a newly created opportunity has arisen for a Payroll Operations & Interface Lead to act as the critical link between HR, Finance and an outsourced payroll provider.This is not a traditional Payroll Manager role. Instead, you''ll sit at the centre of the operation, driving connectivity, improving governance and shifting the function from a reactive to a more proactive, insight-led model.

Key Responsibilities:

• Act as the primary interface between the organisation and outsourced payroll provider (SBS)
• Manage, escalate and drive resolution of complex payroll queries
• Improve visibility of payroll issues, identifying trends, root causes and systemic challenges
• Lead the operational management of the outsourced payroll provider, ensuring delivery against agreed KPIs and SLAs
• Lead and develop the People Services team, including performance management, development and workforce planning
• Ensure all processes, systems and procedures are clearly documented and consistently applied
• Strengthen SLA adherence and stakeholder accountability across HR, Finance and operational teams
• Introduce greater structure, consistency and governance across payroll-related processes
• Drive improvements across ticketing, workflows, automation and user experience
• Provide expert advice on payroll, tax, NI and statutory compliance
• Support organisational change, including redundancy, pay protection and restructuring calculations
• Identify whether issues sit with the external provider or internal processes (e.g. manager behaviours, late changes, leavers)
• Support the development of a more joined-up approach across pay, reward, workforce and people processes
• Horizon scan for upcoming regulatory changes (e.g. National Minimum Wage and wider employment legislation) and assess impact
• Contribute to longer-term strategic direction of payroll and people services

About the Role:

• Newly created position within a recently restructured People Services team
• Current environment is process-heavy and fragmented, with an opportunity to drive meaningful change
• Strong potential for the role to evolve into a more strategic leadership position if made permanent

About You:

• Strong payroll expertise, ideally gained within a payroll services or outsourced environment
• Experience managing complex pay scenarios (e.g. backpay, banding/average pay, over/underpayments, pay-related grievances)
• Confident working in regulated, complex organisations - public sector or NHS experience highly advantageous
• Comfortable operating at a senior level, influencing, advising and constructively challenging stakeholders
• Proven ability to improve processes, governance and ways of working
• Experience with payroll systems/data (e.g. ESR, workforce reporting) desirable
• Knowledge of TUPE and wider employment/pay regulations beneficial

This is a highly visible role working across multiple stakeholder groups, including HR, Finance, Workforce teams and operational leaders. It would suit someone who enjoys bringing structure to complexity, driving improvements and enhancing the overall employee experience through better payroll and people processes.

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