Payroll Team Lead
Hybrid – Solihull, B91 3QJ
Full Time, Permanent
Band 4

Here at Serco, we’re looking for an experienced and people-focused Payroll Team Lead to join our central Payroll function within People Services. This is a management role where success is driven not just by technical expertise, but by strong stakeholder management, communication, and the ability to lead and inspire a team.

You will lead a team of 10 Payroll Subject Matter Experts (SMEs) and Administrators, ensuring the delivery of an accurate, efficient, and compliant payroll service. Acting as a key interface between payroll and the wider business, you will play a critical role in managing relationships, resolving escalations, and driving continuous improvement.

As part of this you’ll:

• Build and maintain strong relationships with internal and external stakeholders, acting as the primary point of contact for payroll-related queries and issues while collaborating across departments to ensure aligned and effective payroll delivery
• Communicate clearly and confidently at all levels of the organisation, supporting strong stakeholder engagement and service excellence
• Manage and resolve payroll escalations promptly and effectively, investigating root causes and implementing sustainable solutions
• Handle complex payroll issues and discrepancies with confidence, providing guidance and support to the team on troubleshooting and problem-solving
• Identify and implement process improvements and best practices, leading initiatives to enhance payroll systems, processes, and overall service delivery
• Promote a culture of continuous improvement and collaboration, monitoring and evaluating the effectiveness of changes and initiatives
• Ensure full compliance with relevant legislation, regulations, and company policies while maintaining up-to-date knowledge of payroll standards
• Oversee the accurate and timely processing of payroll for all employees
• Lead, coach, and develop a team of 10 Payroll SMEs and Administrators, fostering a positive, collaborative, and high-performing environment
• Conduct performance reviews, provide constructive feedback, and support team development and succession planning

What you’ll need to do the role:

You are a strong communicator and relationship-builder who thrives in a fast-paced, service-driven environment. You bring both technical payroll expertise and the ability to lead, influence, and improve.

• Proven experience in payroll management, with a strong focus on stakeholder engagement
• Excellent problem-solving and troubleshooting capabilities
• In-depth knowledge of payroll legislation and compliance requirements
• Strong leadership and team management experience
• Outstanding communication and interpersonal skills
• Ability to manage multiple priorities and work under pressure
• Experience with ResourceLink is essential and SAP is desirable

What we offer:

• Flexible working considered
• Pension – 6%
• Chance to contribute to innovation in the public services
• A company passionate about diversity and inclusion
• Serco discounts which include cinema, merlin entertainment and online shopping discounts, and discounts on mobile phone plans and leisure centre memberships.
• A range of benefits to support the health and wellbeing of you and your family such as Employee Assistance Programme, Simply Health Cash Plans, and more.
• A wealth of career development training to suit your future aspirations. These range from role specific training, leadership coaching, formal study and much more to support you to build your career with Serco.
• A safe and supportive culture.

All Serco employees must ensure that their current line manager is aware of their application. For confidential enquiries please contact MyHR. Serco are Disability Confident Leader employers and are committed to employing and retaining people with disabilities. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview. For help with your application please contact 0345 010 4000.