Group Lead - Europe

  • Operations
  • London
  • Management
  • Full-time

Papaya Global provides global workforce management solutions to companies operating in 140+ countries. Through our innovative technology, we allow our clients to manage their global payrolls, EORs, and independent contractors in an efficient, secure, compliant, and cost-effective manner.

Reporting to the Head of Operations, you will be responsible for building, scaling, and managing a team of Customer Success and Payroll Operations personnel who are responsible for supporting a seamless onboarding experience for new clients and workers and ensuring data integrity on the Papaya platform.

This position requires a person that is highly collaborative and innovative with a track record of relentless and effective execution and is excited to tackle some of Papaya’s most challenging opportunities for improving the customer experience and Papaya platform.

Key responsibilities:

  • Manage a team of Customer Success, Payroll Operations, and Implementation Payroll Operations Specialists and oversee the implementation of new projects on the platform and employ all efforts and resources toward their success.
  • Coach and develop your team to success, and provide feedback as needed.
  • Train and mentor new hires on processes and procedures.
  • Manage team workload through Salesforce and platform reporting, ensuring Salesforce tasks are completed within standard SLA.
  • Coach CSM teams on the importance of collecting client data and how to use this data to identify growth opportunities and new avenues of business.
  • Fully understand the features and limitations of Papaya's entire suite of products and provide guidance to your team as needed.
  • Act as an escalation point for your team and work internally to resolve client and platform data issues.
  • Complete team requests independently, using your judgment and problem-solving skills. Navigate internal resources and get answers to your questions, addressing issues end-to-end in a timely manner.
  • Work closely and align with regional Implementation, Global Payroll Expert, and Customer Success Team Leads to review tasks and professional development goals.
  • Oversee audit projects as needed.
  • Represent Papaya in a professional manner internally to your team and externally to clients.
  • Prior experience in leadership, or mentorship.
  • 10+ years of work experience in regional/ global operations with a large multi-national company.
  • Strong team working skills, ability to adapt to a fast-paced, international work environment with a passion for making an impact.
  • Ability to manage each team member effectively and consistently.
  • Ability to effectively prioritize tasks and manage time, even under high-pressure situations.
  • Ability to work under pressure and tight deadlines.
  • Fluent in English with excellent written and verbal communication skills

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