Emma Hartley
Rochdale ,Lancashire
Summary
Experienced Payroll Operations Lead with 32 years in the industry, specialising in cost-saving initiatives and revenue enhancement strategies. Recognised for ability to evaluate operational requirements and deliver impactful solutions that improve customer satisfaction and always ensuring compliance. Effective leader with a history of fostering teamwork and collaboration.
Overview
32
32
years of professional experience
Work history
Head of Payroll UK
NatWest
Manchester , Lancashire
2020.04 - 2025.12
- Managed payroll operations for 40,000 employees with £2.5B annual payroll, ensuring timely monthly payments.
- Delivered exceptional customer service by addressing colleague concerns promptly.
- Applied critical thinking to analyse issues and implement optimal solutions.
- Streamlined processes through automation, enhancing efficiency while ensuring compliance and reducing headcount by 30%.
Various Roles within Natwest
Natwest
Manchester , Lancashire
1993.12 - 2025.12
- Achieved high productivity levels by overseeing daily operations effectively.
- Resolved customer issues promptly, leading to increased satisfaction rates. NPS increased by 12%
- Completed all assigned tasks within stringent deadlines, maintaining project timelines.
- Adapted work schedule flexibly to include nights, weekends, and bank holidays.
- Exhibited enthusiasm in fast-paced environments, boosting team dynamics demonstrated by increase of 32 points on employee feedback survey.
- Produced clear documentation and communications using Microsoft Word and relevant software tools.
- Analysed problems critically to determine and implement best solutions.
Payroll Accounts & Taskforce Manager
NatWest
Manchester , Lancashire
2017.08 - 2020.04
- Coordinated cross-departmental collaboration for improved workflow.
- Supervised project timelines for timely completion.
- Boosted department efficiency by streamlining operational processes.
- Investigated issues affecting group operations, prepared reports and recommended solutions.
- Liaised with suppliers to ensure timely deliveries.
- Delegated tasks efficiently to maximise productivity.
- Led performance reviews, identified areas for improvement.
- Coordinated historical reconciliation of payroll accounts to clear in excess of £150M and implementation of new improved controls.
Education
GCSEs - Various at O level
Hollingworth High School
Manchester NVQ Level 3 - Business & Finance
Hopwood Hall College
Manchester 06.1991
Skills
- Leadership
- Strategic Planning
- Critical Thinking
- Problem Solving
- Communication Skills
- Uplifting Performance
Timeline
Head of Payroll UK
NatWest
2020.04 - 2025.12
Payroll Accounts & Taskforce Manager
NatWest
2017.08 - 2020.04
Various Roles within Natwest
Natwest
1993.12 - 2025.12
GCSEs - Various at O level
Hollingworth High School
NVQ Level 3 - Business & Finance
Hopwood Hall College