Competency framework

Payroll competence framework

Supporting the organisation

Competency

Associate Member

Full Member

Chartered Member

Manage Terms and Conditions

Apply the organisational policies for the payroll, understand the parameters for different types of employees

Recognise the payroll implications of different types of employees and work with others to draw up necessary organisational policies

Examine, comment and advise on the organisational policies which are in place, consider the implications of the different types of employment and report on the effects of strategic changes to these

Communicate with Others

Maintain communication channels as necessary

Open and maintain all necessary communications channels within and outside the organisation

 

Advise on the communication channels necessary between the payroll function and internal and external business

Manage Risk

Monitor regularly the relevant legal, regulatory, ethical and social requirements and their implications for their area of responsibility, including the consequences of non-compliance

Regularly assess risks to health, safety and security using the results to promote and improve practice

Ensure there is support from key colleagues and other stakeholders for the assessments and evaluations of risks and the procedures used to mitigate them

 

Pensions competence framework

Supporting the organisation

Competency

Associate Member

Full Member

Chartered Member

Manage Terms and Conditions

Understand and apply the employer’s policies and key conditions as they relate to the member’s team.

Recognise the management implications of different types of employees and work with others to review and recommend amendments or new organisational policies

Examine, comment and advise on the organisational policies which are in place, consider the implications of the different types of employment and report on the effects of strategic changes to these

Communicate with Others

Maintain communication channels in a clear, concise and impartial manner. Listen to and understand the perspectives of others and, where appropriate, propose solutions.

Open and maintain all necessary communications channels within and outside of the organisation. Build on consensus and keep staff informed of new directives.

Promote and advise on the necessary communication channels, ensuring that sensitive information is protected.

 

Manage Risk

Monitor regularly the relevant legal, regulatory, ethical and social requirements and their implications for their area of responsibility, including the consequences of non-compliance

Regularly assess risks to health, safety and security using the results to promote and improve practice

Ensure there is support from key colleagues and other stakeholders for the assessments and evaluations of risks and the procedures used to mitigate them

 

Business and management framework

Each business and management competence is defined at levels of performance: development, proficient, expert. This is in line with the technical payroll/pensions competencies.

Competence

Performance Levels

Customer focus

Commercial awareness

Results delivery

 

Associate Member

Full Member

Chartered Member

Building experience to develop a full portfolio of knowledge, skills, tools and techniques required to operate at a “proficient” level in payroll and/or pensions administration

 

Demonstrates the core level of knowledge, skills, tools and techniques required to operate without supervision

Recognised as having substantial specialist knowledge and experience in the application of this competence

 

Customer focus

Associate Member

Full Member

Chartered Member

Understanding customer requirements

Understands and checks customer needs and issues

Understands and helps to define customer requirements

 

Uses experience and awareness of other payroll solutions to inform, challenge, and define scope of work

Acts as a communication channel with customer decision-makers

Managing customers

Understands and operates within the agreed procedures

Keeps customers up-to-date and informed

Acts promptly to resolve customer problems

Manages stakeholder expectations

Breaks down internal barriers to meet customer needs

Reviews and refines existing procedures to deliver a better quality service 

 

Sustaining customer    

relationships

Supports and develops positive team working behaviour with colleagues

Demonstrates skills in building consensus and resolving conflict

Manages processes to maximise the team’s decision-making potential

Adapts style to help others see alternatives not seen by them up to that point.

Commercial Awareness

Associate Member

Full Member

Chartered Member

Influence and Impact

Structures arguments logically with supporting facts

Tailors approach to meet the specific concerns and requirements of others

 

Identifies who should be involved and when, and does preparatory work to get buy-in

 

Builds consensus to resolve conflict

Uses a range of approaches to win active support and commitment of the true decision-makers to a desired course of action

Enables others to address issues using approaches/perspectives which they would not normally follow

Communication

Listens actively to others and reflects what is said to ensure mutual understanding

Presents ideas effectively in one-to-one or group situations

Communicates with people at all levels and from varying backgrounds

Uses the most appropriate techniques and approaches to elicit necessary information

Uses experience and sensitivity to win over challenging customer groups.

Propose new ideas and development

Managing Others

Contributes significantly to group processes

 

Supports others and encourages positive behaviour in others

Manages group situations to move towards target outcomes

 

Uses others’ support to create delegated workflows

Secures agreement from groups in apparent conflict

 

Manages joint project teams from different corporate cultures

Results delivery

Associate Member

Full Member

Chartered Member

Achievement Drive

Works to meet goals set and deliver nature and quality of what is required for payroll/pensions administration service

Sets own goals and targets and seeks feedback to improve own capability

Sets challenging goals for payroll/pensions function which reflect key priorities

Planning & Management

Plans and manages own time and ensures payroll/pension deliverables are completed within timescales and budget

Works in one or more stages of delivery

Competent use of payroll planning, appropriate for size and scale of different payroll/pension services

Manages customer effectively, meeting objectives, deadlines, budgets, through team members under own control

Reviews and advises on payroll/pension services plans

 

Advises on delivery design and implementation of payroll/pensions administration and management services

Managing Risk

Manages low risk/low complexity payrolls/pensions administration

Identifies and shares issues likely to impact on own performance and customer satisfaction

Pro-active in seeking advice on achievement phases in payroll/pensions delivery

Manages medium risk/high complexity payroll services/pensions administration

Identifies/quantifies and manages issues impacting on the delivery of a payroll/pensions administration and management

 

Manages high complexity payrolls/pensions administration and management involving substantial dialogue with internal/external customers

 

Quality assurance

Complies with government legislation, company and customer quality standards and processes

Constantly measures the quality of own deliverables in the context of team deliverables

Proven track record of meeting customer expectations

Disseminates customer feedback and satisfaction

Leads internal/external customer-partnered reviews of quality assurance

Increasing customer

confidence in payroll/pensions services

Demonstrates ability to explain benefits of payroll management to customers

Demonstrates ability to explain pensions administration and management to customers

Delivers evident and consistent value to customers in all payroll/pensions related services

Advises internal/external customers on long-term implications of payroll/pensions issues to their business goals