Hybrid Team Leader – Payroll

at SD Worx

• Job title: Team Leader – Payroll
• Job type: Full Time
• Experience level: Senior
• Salary: Not specified
• Degree requirement: No Education Requirement
• Location requirements: Hybrid, Ebene, Mauritius

About the role

• Team Leader overseeing payroll services and operations at SD Worx. Managing team performance and improving client satisfaction through effective support.

Responsibilities

• Team Management & Operational Organization
• Lead, motivate and support the team on a day-to-day basis.
• Plan activities, manage workload distribution, organize operational coverage (with the Lead Admin).
• Manage time off and facilitate team meetings.
• Performance Monitoring
• Track KPIs/SLAs, analyze results and identify areas for improvement.
• Provide feedback, coaching, evaluations and improvement plans.
• Escalation Management & Client Support
• Oversee resolution of complex requests.
• Handle client escalations and ensure quality and timeliness of responses.
• Continuous Improvement & Quality
• Identify opportunities to simplify, standardize and optimize processes, including through the use of digital solutions and AI tools.
• Ensure internal procedures are updated and applied.
• Contribute to improving service quality and client satisfaction through a proactive, innovative and results-oriented approach.
• Cross-functional Collaboration
• Serve as the primary contact for FR teams and internal departments.
• Coordinate actions to resolve cross-functional operational issues.
• Training & Skills Development
• Identify needs, develop training plans and ensure onboarding of new team members.
• Encourage and support the professional development of the team.
• Reporting & Analysis
• Prepare and present monitoring reports (performance, quality, client feedback).
• Use data to guide decisions and recommendations.
• Project Participation
• Lead or contribute to projects aimed at improving administrative operations.
• Collaborate with cross-functional teams and ensure deadlines and standards are met.
• Culture & Cohesion
• Promote a positive, inclusive culture focused on collaboration and engagement.
• Lead initiatives that foster team cohesion and dynamics.
• Personal Development & Support to the Ops Manager
• Pursue personal development goals.
• Ensure managerial continuity and support the Ops Manager in transformation and team growth initiatives.

Requirements

• Build expertise with a customer focus - be curious and eager to stay close to trends and innovation, and develop and make that expertise available to client solutions.
• From service transactions to the customer journey, assess the client's situation, wishes and underlying needs, even in unstructured contexts, and deliver more value than expected throughout the customer journey and across omnichannel.
• Ability to collaborate effectively across borders (between teams, countries, languages, tools), with colleagues, clients and the network using expertise, confidence and style.
• Strong leadership: ability to inspire, motivate and support performance.
• Excellent written and verbal communication.
• Service-oriented and customer-focused.
• Strong ability to create a collaborative, positive and inclusive environment.
• Stress and priority management in a dynamic environment.
• Mastery of operational management: KPIs, SLAs, tracking dashboards.
• Analytical skills, critical thinking, complex problem solving.
• Excellent organization, rigor and time management.
• Strong interest in emerging technologies, notably artificial intelligence, and ability to identify relevant uses to optimize processes and improve operational efficiency.
• Proficiency in French and English.
• Intermediate/advanced IT skills.
• Knowledge of HR/payroll processes (a plus).
• Proven experience (minimum 3 years) in people management or team supervision.
• Degree in management, HR, IT or equivalent.
• Certifications in customer service, leadership or project management are desirable.

Benefits

• Leave: all types of leave granted from day one (annual leave, study leave, maternity/paternity leave, marriage leave, personal reasons leave).
• Eligible for seniority leave after 3 years.
• Insurance benefits: medical insurance fully covered by SD Worx for you and two dependents (children up to 18). Upgrade option available.
• You can also enroll your parents in your medical insurance at a subsidized rate.
• Fixed monthly allowance for transportation.
• No deductions for use of company transport after working hours.
• Eligible for a purchase voucher, usable with one of four suppliers, renewable every 3 years.
• Fixed allowance for home internet usage.
• Option for career break.
• Workation: ability to work from any SD Worx site (4 weeks per year, within the EU only).
• Annual performance review with salary revision.
• Annual company bonus.
• Car loan: facility with subsidized interest.
• Referral program.
• Learning opportunities: through an individual development plan and professional training.
• Career progression: whether you want to become an expert in your field or broaden your knowledge horizontally, there are always growth opportunities at SD Worx!