Managed Payroll Services Lead

About us:  

Making a meaningful difference with mission-critical software that empowers communities to thrive.

ReadyTech is more than just a one-trick pony playing in one market with one product, or one customer. We re-imagine, design, develop and deliver technology to solve our customer’s diverse problems – supporting multiple businesses across a variety of markets to be ready for anything. 

We’re an ASX-listed company which means we are stable, have a strong track record of sustainable growth and have a significant number of long-term customers.  So, what does this mean for you? It means we can offer you an experience that will push you to be your best, provide career-building challenges, and that will offer you numerous growth opportunities that can’t be found in any other company.

It’s an inclusive environment where there is no place for politics, where we get our heads together to solve the problems that really matter to our customers, and where we always stay focused on our north star – the communities we serve, and society at large.

The key accountabilities of the role:

• Own the end-to-end customer relationship for a portfolio of Managed Services customers.
• Ensure service delivery meets agreed SLAs, compliance obligations, and customer expectations.
• Act as the primary escalation point for customer issues, driving timely and effective resolution.
• Lead customer service reviews, operational governance meetings, and performance discussions.
• Maintain the commercial health and retention of customer accounts through strong service outcomes.
• Identify, manage, and mitigate operational, payroll, and compliance-related risks.
• Partner cross-functionally with Implementation, product, and Support teams to deliver customer outcomes.
• Drive continuous improvement initiatives to enhance service quality, efficiency, and customer experience.
• Exercise sound judgement and decision-making within complex, fast-paced, and ambiguous environments.
• Influence and coordinate large operational teams and stakeholders without direct people management responsibility.
  

The key responsibilities of the role:

Customer Relationship Management

• Act as the primary relationship owner for a portfolio of Managed Services customers.
• Build trusted partnerships with customer stakeholders across operational and executive levels.
• Lead regular service reviews, operational governance meetings, and customer performance discussions.
• Understand customer business objectives and align service outcomes to support retention and growth.
• Maintain high levels of customer satisfaction and advocacy.

Service Delivery & Operational Oversight

• Oversee end-to-end service performance against agreed SLAs, KPIs, and contractual obligations.
• Monitor service quality, payroll delivery outcomes, compliance adherence, and operational risks.
• Coordinate cross-functional teams to ensure seamless service execution and issue resolution.
• Drive continuous improvement initiatives across service delivery processes and customer experience.
• Support operational readiness for legislative, product, or business changes impacting customers.

Escalation & Issue Management

• Own customer escalations through to resolution, ensuring clear communication and accountability.
• Assess operational, commercial, and compliance impacts of service issues and implement mitigation strategies.
• Exercise strong judgement in ambiguous or high-pressure situations where information may be incomplete.
• Identify root causes and partner with internal teams to implement preventative actions.

Commercial & Portfolio Management

• Support contract renewals, service scope changes, and commercial discussions alongside sales or account teams.
• Identify risks to customer retention and proactively develop mitigation strategies.
• Contribute to revenue protection and growth through strong customer engagement and service performance.
  

Risk, Compliance & Governance

• Maintain a strong understanding of payroll legislation, compliance obligations, and operational risk controls.
• Ensure customer services are delivered in accordance with internal governance frameworks and regulatory requirements.
• Partner with compliance, product, and operational teams to manage legislative or process changes.
• Promote a culture of accountability, quality, and continuous improvement
  

The key requirements for the role:

• 10yrs experience in payroll, workforce management, or managed services environments.
• Proven experience managing complex customer relationships and operational service delivery.
• Experience working within SLA-driven or outsourced service environments.
• Demonstrated capability managing escalations, operational risk, and compliance-sensitive situations.
• Previous leadership experience managing or leading large operational teams, either directly or through influence.
• Strong commercial acumen and customer management capability.
• High level of autonomy, accountability, and decision-making capability.
• Ability to navigate ambiguity and operate effectively in fast-paced, evolving environments.
• Strong understanding of payroll compliance, risk management, and service governance.
• Exceptional stakeholder management and communication skills.
• Analytical and problem-solving mindset with strong operational judgement.
• People-centric leadership approach with the ability to influence outcomes across teams

Why you should become a ReadyTecher: 

• A day off for your birthday- hip hip hooray!
• Additional 4 days of leave each year
• ReadyTecher Awards each quarter with the chance to win flights and accommodation to Hamilton Island
• Hybrid work, with in-house baristas
• Access to Sonder- a technology-driven platform supported by safety, medical and mental health experts - available 24/7
• Company top-up of Government parental leave
• Additional paid leave for miscarriage, endometriosis and menopause
• And plenty of ReadyTech merch drops along the way!
  

ReadyTech is committed to seeing things through each other's eyes. We invest deeply in relationships by offering positivity, fairness and empathy in every interaction and love that everyone is different. We're proud to be an equal opportunity employer that celebrates our diversity of race, beliefs, sexual orientations, gender identities, age, disability status, marital status and more - so that every single one of us can feel like we belong.

As part of our commitment to ensuring a safe and secure working environment for all employees and in compliance with Australian regulations, please note that if selected for this role, you will be required to complete a comprehensive police check and an Australian working rights check. Should you have any questions or concerns regarding these requirements, please feel free to contact us.

So, if you are ready for anything, please apply today. Please note that if your application is progressed to the next stage, we will send you some testing to complete as part of your application as we have found this helps us to quickly identify potential ReadyTechers!

Position description Apply now

Share