International Associate Team Leader

Are you looking for an exciting opportunity to accelerate your career and join a highly successful global business?  Are you looking to take your career to the next level by driving success through our values of Respect, Integrity, Teamwork, Accountability, Diversity and Community? Do you have a strong work ethic, global mindset, and the desire to help build a great culture?

iiPay is an award winning, high growth, innovative company based in Americas, Europe and APAC, recognized for delivering an outstanding customer experience and service levels. Our payroll managed service is underpinned by our market-leading global payroll management system delivering a unique client experience and value-added services. 

All our roles can be performed remotely with occasional visits to the office as requested by your manager. Where we have office locations, our team members are welcome to work remotely, on a hybrid basis or fully office based as they wish. 

Role Overview

The International Associate Team Leader will be responsible for being the “Client Owner” (Or first line escalation point) for our international clients, ensuring they receive exceptional service and delivery. While supporting the International Team Leader/Operations Manager with client responsibilities and backing /supporting a team of associates.

Additionally, the role will facilitate communication, proactively identify issues, lead issue resolution, help complete root cause analysis after resolving issues and provide guidance and support to the wider team. The role will also liaise between the internal groups working on current Payroll needs which impact clients. The Associate Team Leader will have a passion for managing our delivery proactively to exceed our clients’ expectations whilst supporting to build a high performing team.

Key Responsibilities

Payroll delivery and service level management

Delivering accurate and compliant payroll processing for a group of assigned clients and payrolls, co-ordinating the client’s requirements and managing the process with our trusted in-country payroll network. Managing the allocation of international payrolls, including data processing and quality and accuracy reviews within the pay cycle and beyond (to include, but not limited to, any Yearend processes). Ensuring accurate and timely data submission for internal and external SLA’s/KPI’s.

Scheduling and time management

Managing and delivering any allocated client payrolls against the agreed schedule - communicating directly with clients and ICPs in order to meet or exceed the client deadlines. Escalating issues within client and iiPay to meet and exceed the agreed service level agreement. Ability to handle multiple tasks, prioritise effectively, and meet tight deadlines with flexibility to adjust to changes in regulations, policies and company needs. 

Project delivery

Owning or contributing to specific company projects such as improving and/or changing systems, processes or functions within the business. Ensuring adoption for all new system features in a timely manner to ensure expected efficiency is realised in a timely manner.

Client Management and Service Excellence

Take ownership of client escalations, ensuring timely and effective resolutions while maintaining strong relationships with clients and third parties. Support the team to consistently exceed client SLAs and deliver exceptional service. Collaborate with the team to consistently meet and exceed client Service Level Agreements (SLAs). Demonstrate a commitment to delivering value and exceptional service to clients.

Process Improvement and Collaboration

Identify opportunities for process improvements and collaborate with other departments, the Payroll Specialist, and clients to implement solutions that drive efficiency and continuous improvement. Work closely with other departments to drive continuous improvement initiatives, ensuring effective execution of the team’s mission to "get things done."

Communication and Influence

Demonstrate strong verbal and written communication skills, presenting and influencing effectively across multiple teams and organizational levels to align efforts and drive results. Build and maintain strong relationships with clients and third parties, aligning efforts toward achieving shared goals and outcomes.

Country Legislation and Compliance

Take ownership of understanding and overseeing client requirements across a group of countries, developing in-depth knowledge of statutory processes for each region. Ensure the accuracy of country-specific operations manuals, assisting in the maintenance and update of online document libraries. Support the team in staying informed about legislative changes, ensuring clear communication and a comprehensive understanding of updated requirements across the organization.

Escalation Management and Problem Resolution

Take full ownership of client escalations, leading resolution efforts while coordinating with the Team Leader, Payroll Operations Manager, and Director as necessary. Ensure clear communication across internal stakeholders, keeping all parties informed of the escalation status. Drive continuous improvement by collaborating with internal stakeholders to enhance processes and outcomes, strengthening the effectiveness of our partner network and ensuring long-term success.