About the opportunity The Team Leader/ Manager is responsible for overseeing the day-to-day operations of the Managed Services payroll support team, ensuring operational efficiency, cost-effectiveness, and exceptional service delivery. This role serves as the primary point of contact and liaison for customers within the Managed Services payroll operations environment, fostering strong client relationships and ensuring customer expectations are consistently met.The Customer Support Manager is expected to be highly organised, dependable, and results-driven, with excellent customer service, communication, and stakeholder management skills. The successful candidate will be a proactive problem solver, capable of resolving operational issues in real time while maintaining a strategic view of the broader business landscape and identifying opportunities for continuous improvement, process optimisation, and serviceWhat you'll get to doLeadership & Team Management Lead and manage a team, ensuring team members are equipped with the tools, guidance, and support required to perform effectively and achieve operational goals. Coach, mentor, and develop employees to enhance their skills, knowledge, productivity, and overall performance within a customer-focused environment. Oversee the full employee performance management lifecycle, including goal setting, regular performance reviews, quarterly check-ins, and annual performance assessments. Manage recruitment activities, including hiring, onboarding, training, and ongoing employee development to support team growth and operational success. Ensure Customer Service Representatives consistently follow established processes, service standards, and communication protocols when engaging with internal and external stakeholders. Customer Relationship Management Build and maintain strong customer relationships by partnering closely with customers and Customer Success Managers to understand operational requirements, support strategic planning, and contribute to future business initiatives. Manage customer escalations effectively by conducting root cause analysis, implementing corrective actions, and driving continuous process improvements to enhance service quality and operational efficiency. Ensure the timely and accurate delivery of key customer outcomes, including high-quality communication, adherence to service level agreements (SLAs), and successful completion of monthly and year-end deliverables. Maintain accurate, up-to-date customer process documentation and ensure processes are consistently followed to support operational compliance, service consistency, and knowledge sharing across teams. Operational Excellence & Service Delivery Manage daily payroll support operations to ensure services are delivered accurately, efficiently, and within agreed SLAs.Ensure payroll operations comply with company standards, payroll legislation, SOC1, ISO, and information security requirements.Drive continuous improvement initiatives to enhance operational efficiency, scalability, and customer experience.Standardise processes and implement operational controls to support consistent service delivery.Monitor operational performance metrics and prepare monthly and quarterly management reports.Collaborate with cross-functional teams to improve service delivery models and operational effectiveness.Support implementation and project activities by providing operational expertise and leadership throughout project delivery and customer go-lives. Skills and experience we value Tertiary qualification in Business, Accounting, Human Resources, or related discipline preferred.Minimum 3 years’ experience in customer service, payroll operations, BPO, or shared services leadership roles.Strong understanding of Australian payroll and HR compliance requirements.Proven experience managing operational teams, customer relationships, and service delivery performance.Strong leadership, communication, analytical, and problem-solving skills.Ability to manage multiple priorities and perform effectively in a fast-paced environment.Strong stakeholder management, presentation, and organisational skills.