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Head of Customer Delivery

4 months ago

Dublin, Dublin City, Ireland SD Worx Full time

SD Worx is a leading European provider of Payroll & HR services with global reach. We have offices across Europe and in Mauritius. Our goal? We bring people solutions to life. So, companies of any size can turn Human Resources into a source of value for the business and the people in it. Our people solutions span the entire employee journey, from getting people paid to attracting, rewarding, and developing talent. Are you ready to join us?

Your role:

You are responsible for leading and directing the delivery of the Ireland market of SD Worx. The Ireland market represents today 400 clients of which half use our software and half used managed payroll services. Our clients range from 10 to 50,000 employees with an average of 2,500 employees. We aim to grow this business significantly in the coming years.

The Customer Excellence Teams are the reference in customer success for HR & payroll solutions in Europe, enabled by a frictionless digital-human service delivery. Our more than 7,000 people operate across 26 countries, delivering our full product portfolio to provide great outcomes for SME, medium and enterprise-sized customers, and their employees. In Ireland our Customer Excellence Team is 70 people.

You will have full responsibility for the short and medium-term financial and operating objectives set in the long-term plan and for delivering our customer promise. In that sense you will lead, direct, and control the day-to-day activities and review opportunities to enhance operations to optimise productivity and business growth. Next to running & growing our business, you will be a key contributor to our strategic plan. This plan will need to include the transformation of our local businesses which entails further expanding our service portfolio, digitizing our ways of working and internationalizing our service delivery model.

Key Objectives:

· Lead the 3 customer service pillars of support, implementations, and managed payroll service

· Be part of the senior leadership team running SD Worx Ireland

· Achieve financial KPIs (Revenue/Contribution) – all segments and teams

· Maintain payroll accuracy across all centres and existing quality and performance for customers

· Client projects on time and on budget

· Responsible for the bridges between MegaPay support, compliance, security, product, and pre-sales

· Develop support structures for the wider SD portfolio as rolled out across Ireland

· Increase service delivery from Mauritius

· Rollout SME process and implementation

· Develop one MPS team across 3 locations

· Continuous skills developments and training for colleagues within the 3 pillars

· Development of analytics to anticipate customer trends and improve service

What do you have to offer?

· 10+ years senior management responsibility

· Experience of managing/overseeing large projects/organizations

· Proven track record of delivering continuous improvement

· Senior sales, operational and technological management experience

· Considerable experience in influencing senior managers where no line control exists

· Demonstrable track record of meeting and exceeding budgetary objectives

· People oriented

· Understanding of financial modelling and budgeting

· Ability to drive operational and delivery excellence

· Demonstrate customer centric mindset

· Bachelor's degree or equivalent

What do we have to offer?

· An attractive salary based on your experience and achievement. Healthcare and pension scheme available.

· A dynamic environment: flexible working hours and hybrid working

· Learning opportunities: through an individual development plan and professional training

· Career growth: whether you want to become more of an expert in your field or want to expand your knowledge more horizontally, there is always room to grow within SD Worx

From many places, we work as one, moving from better to best together.

SD Worx lives diversity in the workplace. Diversity provides inspiration and innovation in our company. We particularly welcome applications from qualified talent, regardless of origin, nationality, gender, skin colour, ethnic and social background, religion, age, disability, sexual orientation, and stage of life.


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