Janine Lennon McIpp

Head of Payroll Services @BrightHR

Manchester, GB

Designed and delivered BrightHR’s payroll products, leading end-to-end development from concept to launch and aligning functionality with client needs, compliance standards, and operational excellence.• Grow and develop a team of 31 Payroll Specialists engaging clients throughout their journey, to adopt best in class integrated HR and payroll solutions.• Orchestrated the end-to-end customer journey from Sales to live payroll service delivery, embedding strategic touchpoints across the marketing engine to drive engagement, retention, and operational excellence.• Established and formalised standard operating procedures across the payroll bureau to ensure consistency, compliance, and operational efficiency.• Delivered a comprehensive KPI scorecard tracking payroll accuracy, customer service performance against SLAs, and onboarding success, within a 45-day SLA framework.• Delivered continuous improvement initiatives centred on total quality management through payslip defect analysis, and targeted training plans to close operational knowledge gaps.• Led engaging webinars that positioned BrightHR as a trusted voice in HR and payroll, offering actionable insights to both clients and prospects.• Strategic & Impact-Focused• Led go-to-market enablement for Sales and Service, aligning product offerings with market positioning and providing actionable guidance on how to sell services with confidence and clarity.