Payroll / Project Manager – Implementations & Customer Experience
Payroll / Project Manager – Implementations & Customer Experience
The Organisation A market-leading provider of umbrella and contractor payroll technology, operating at the forefront of the UK temporary labour market. The business is recognised for combining deep payroll and legislative expertise with robust, scalable systems that support complex contractor engagement at volume.
With a strong reputation for service quality, compliance and innovation, the organisation continues to grow through operational excellence and client-centric delivery.
The Role This is a senior Payroll / Project Manager position with a pure focus on implementations and customer experience within the umbrella and contractor payroll sector.
The role does not involve running payroll.
You will act as the operational and subject-matter lead for client onboarding, implementation and ongoing service delivery, ensuring customers fully adopt and maximise the platform while operating compliantly and efficiently.
Reporting into senior leadership, you will oversee structured implementations, manage the customer experience throughout the lifecycle, and act as a key liaison between customers, operations and product teams. A strong understanding of UK payroll legislation and batch payment mechanics is essential to credibly support clients and guide implementation decisions.
Key Responsibilities • Lead end-to-end client implementations within an umbrella and contractor payroll environment
- Own the customer onboarding and post-implementation experience, ensuring smooth system adoption
- Act as a senior operational contact for clients, providing guidance on compliant payroll set-up and processes
- Apply expert knowledge of UK payroll legislation to support accurate system configuration and best practice
- Ensure implementations align with high-volume and batch payment operating models
- Maintain and continuously improve implementation, onboarding and customer support processes
- Act as a conduit between customers and internal product teams, feeding back insights, issues and enhancement requirements
- Support service quality, risk management and client retention through proactive engagement
Essential experience includes:
- Excellent knowledge of UK payroll legislation and umbrella payroll compliance
- Strong understanding of contractor payroll workflows and batch payment structures
- Proven experience delivering system implementations, onboarding or operational projects
- Client-facing experience within payroll, software or professional services environments
- Ability to operate credibly at senior stakeholder level without direct payroll processing responsibility
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