How to build and retain a high-performing payroll team: leadership insights from Andrea Wraight, Head of Pay & Benefits
In a profession known for constant change and pressure, retaining payroll professionals for the long haul can feel like a rare achievement. But at Kinleigh Folkard & Hayward (KFH), Head of Pay & Benefits Andrea Wraight has done just that – building and sustaining a high-performing team in one of the most demanding areas of HR.
In a recent episode of the Frazer Jones payroll podcast, Andrea joined Sam Field to share how she’s led her team with empathy, adaptability, and a clear focus on continuous improvement.
Listen to the full interview here:
From one to five: growing a payroll team with purpose
When Andrea first joined KFH, she inherited a team of one. “Back then, it was very much a round peg in a square hole kind of situation,” she shared. “It became really apparent that you can’t have that. Payroll’s become so technical … you really do need to be switched on and engaged with what you’re doing.”
Now leading a team of five, Andrea’s built a culture where team members stay. One of her direct reports has worked alongside her for over a decade, while others have been in the team for three years or more – a testament to her ability to create the kind of work environment that supports both retention and real progression.
Creating a team culture that works – and lasts
Andrea believes that real employee engagement starts with shared ownership and teamwork: “They learn the key tasks, but then we move the tasks around so they’re learning something new the whole time. That means they get to see the whole picture.”
Beyond clear expectations, Andrea’s leadership style strengthens team dynamics and boosts performance through collaborative problem-solving. “I can hear them bouncing ideas off each other all the time. Not one person has all the ideas – it’s about, ‘How can we make this more efficient? What are the different solutions?’”
This mindset feeds into a culture of continuous learning. Her focus on reviewing, adapting and improving payroll processes reflects the kind of strategic leadership that nurtures high-performing teams.
“There’s always something that can be done differently,” she said. “Even when you think things are working well, you should always be reviewing.”
Communication, clarity and trust
Andrea’s approach to leadership is built on effective communication, trust, and clear goals. “Clear communication is also key. They need to know they’re part of the bigger picture,” she explained.
In one-on-one meetings and team check-ins, she ensures her team members feel heard and valued. This level of open communication builds trust and keeps the whole team aligned with the business goals.
Hiring the right people plays a big part in this. Andrea prioritises cultural fit over technical perfection, understanding that a close-knit team can only function with strong team-building and shared purpose. “You can have the most qualified person, but if they’re not going to gel with the team and the company, it’s not going to work out.”
Her focus on team chemistry, psychological safety and adaptability gives her team the confidence to contribute, challenge, and grow.
Payroll as a career: challenge, change and progression
Andrea sees payroll as a long-term career path filled with opportunities for development — and she encourages others to see it that way too. With evolving legislation, increasing automation and growing demand for data-driven decisions, payroll professionals need to embrace continuous learning to keep up.
“You could be really slick, but technology changes all the time,” Andrea noted. “You’ve got to harness it and ask: What can it be doing for us?”
Her team regularly explores new systems and software to streamline processes and improve accuracy – helping the business meet KPIs while also strengthening the employee experience. This mindset supports innovation, agility, and smarter decision-making.
From legislation around neonatal care to benefits and entitlements, Andrea approaches every challenge as an opportunity for growth. She encourages her team to explore new areas, creating development opportunities that keep motivation high and performance strong.
“It’s about giving people opportunities. You’ve got to monitor the direction they’re going in. Are they happy with it? Or might they want to try something else?”
Leading from the front
Andrea’s leadership is hands-on. “If I need to get my hands dirty, I will,” she said. This kind of presence from a senior leader boosts confidence, supports well-being, and sets a strong example for the wider HR function.
Her advice to other payroll leaders trying to build high-impact, performance teams? “Don’t be scared to go out of your comfort zone. You will become a better person for it.”
Whether it’s navigating budgets, improving metrics or enhancing performance management, Andrea proves that building a high-performing team starts with building trust – and showing up for your people.
Listen to the full podcast now to hear more from Andrea on what it takes to lead an effective payroll function and inspire trust, engagement and performance.
If you’re a payroll professional looking to explore your next opportunity – or you’re building out your team and need help attracting top talent – get in touch with the Frazer Jones team.
