Area Support Analyst [Payroll] (Customer Delivery)

Area Support Analyst [Payroll] [Customer Delivery]Job IntroductionWe partner with our Network Rail routes and regions, delivering critical services and essential equipment to help get passengers and good to where they need to be. To find out more watch our video.About Shared ServicesOur Shared Services team deliver specialist processes that have a direct impact on the performance of Network Rail, our customers and suppliers. These services include payroll, recruitment and onboarding, payables, receivables, financial accounting, reporting, controls and compliance, and helpdesk support.What will you be doing?Area Support Analyst (Payroll) Customer Delivery As the Area Support Analyst, you will support the customer delivery team with all payroll related 2 nd
line queries, you will be responsible for responding to our customers with an accurate and timely response using our CRM system ensuring all customers are responded to within our agreed SLAs. Working alongside the 1 st
Line helpdesk teams to improve knowledge and query management or communications with our customers. Publication of KPI/SLA performance metrics and training of the team. You will also provide functional best practice in accordance with statutory, regulatory, contractual and group policy and regulations.Main ResponsibilityAct as the departmental subject matter expert for all operational escalations, upskill and continually develop the team to drive knowledge and performance.Work with the service team to review and performance, feedback to the team and where necessary escalate concerns to the team manager.Build knowledge and understanding of the operation you work within, document processes and drive standardisation. Upskill team members to follow and continually consider improvements to processes.Responsible for understanding the full shared service operation, work with other departmental analysts to knowledge share and upskill within the subject matter expert community.Act as second line support for the query management team, aid the helpdesks teams in answering more complex queries and respond on behalf of your team.Play your part in a peer group of Analysts within the centre, focus on driving the knowledge share to the wider shared service centre and focus on key initiatives. Support an inclusive culture where individuals can be themselves and are free to challenge existing process without discouragement. Encourage a culture of operational responsibility where individuals take personal ownership for delivery.Operate within the pre-agreed control framework; embed a control mind set amongst employees. Continually reviewing the framework for adherence, where gaps are identified take personal ownership to define, socialise and embed improvements. Work with all parties to reduce risk and the cost of control.Develop / continually improve relations with key stakeholders, define and embed a customer centric culture where all team members consider the impact on customers and their future requirementsSupport the Network Rail better day every day initiative by overseeing the adoption of weekly focus initiatives, coaching and empowering team members to innovate existing processes to drive continuous improvement in the department and wider organisation The Ideal CandidateDemonstrable experience of managing improvement projects and processing high volume activityProven influencing, networking and stakeholder management skills at senior management level.Experience managing, leading and motivating large multi-disciplined teamsProven analytical skillsExperience of delivering continuous improvement programmesDemonstrable experience in leading service, process and system improvements.Experience working at a similar level within a multi-faceted organisationWhat could set you apart:Full or Part membership of a relevant professional bodyOccupational knowledge of subject areasEducated to degree level or equivalentExperience of managing improvement projects and processing high volume activityORACLE eBusiness Suite experiencePackage DescriptionRole Title: Area Support Analyst [Payroll] (Customer Delivery)Contract Type: Permanent, 35 hours per week, Hybrid working of 2/3 days in the office. We welcome applications from those seeking flexible or part time hours.Salary Circa: £26,000 - £33,000 per annumLocation: Square One | 4 Travis Street | Manchester M1 2NY (Hybrid working 2/3 days in the office)*We are currently taking a hybrid approach, so you would be expected to work from the office at least 2 days per week.Interviews: Interviews will be held on the 15 th
May 2024 at our Manchester OfficeGenerous annual leave (28 days plus statutory days), with the option to buy/sell days.75% subsidy on rail and underground season tickets.Up to 75% off leisure travel. ️ Interest-free travel loan for train and car park season tickets.Discounts at stations with your Network Rail pass.Flexible/hybrid working arrangements.️ Volunteer leave to make a positive impact. Healthcare Scheme, GymPass discounts, Cycle to work plus more.We offer generous maternity, paternity, and adoption leave to support our employees during significant life momentsWe're undertaking an ambitious change. Our vision is Putting Passengers First - becoming a company that is on the side of passengers and freight users. As one of the UK’s leading equal opportunities employers, our values and the way we behave is important to us and we have created an environment where we value and respect every individual's unique contribution. We have seven employee networks that provide fantastic support, opportunities and development for applicants from all backgrounds. Click here for more information
Our Drugs and Alcohol Standard is changing as of 16.01.#####. All prospective candidates who have not been offered a conditional role by 16.01#####3 will be required to undergo and pass a drugs and alcohol test. Your application will be rescinded if you record a positive test. All positive drugs and alcohol test results for prospective candidates will be securely held on Sentinel
database and a 5 year suspension from applying for a safety critical role, a role which requires PTS certification or a Key Safety role on Network Rail Managed Infrastructure will be enforced.
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