Payroll Manager of HCM

Distro•Georgia, GA

18h•$62,000 - $85,000•Onsite

About The Position

The Payroll Manager of HCM ensures the team of specialists provides excellent client support and achieves personal career goals. The manager drives client retention and loyalty, monitors team and client success metrics, identifies opportunities for improvement, and ensures clients are prepared for key HCM milestones, particularly quarter-end and year-end processes. The role promotes product adoption and client engagement in partnership with the Client Relations team, monitors client health and contract status, serves as a client escalation point, and conducts root-cause analysis to prevent recurring issues. It also includes onboarding new hires and performance-managing team members. The role contributes to departmental initiatives, strategic planning, and organizational improvement projects; maintains productive relationships with team members and clients; and attends training to stay current on best practices. Regular attendance at the assigned work location is an essential function. For employees located in or near the Chandler, Arizona, or Duluth, Georgia, offices, the role is in-office.

Requirements

High school diploma or related experience required; equivalent combinations of experience, skills, or education are accepted.
At least 1 year of experience in a client support or customer service role.
At least 1 year of experience leading a team.
In-depth knowledge of customer service best practices.
Ability to manage multiple tasks while maintaining accuracy and attention to detail.
Advanced problem-solving and analytical skills, including troubleshooting payroll issues, interpreting data, and determining solutions.
Adaptability in fast-paced environments and ability to respond to shifting priorities and business needs.
Sound judgment and decision-making, including evaluating complex information and identifying appropriate actions.
Professionalism and composure when working with varied personalities and situations.
Flexible, team-oriented, self-starting approach and ability to thrive in a startup-like environment.
Strong escalation management and creative problem-solving skills.
Openness to feedback and continuous improvement, and willingness to share process enhancement insights.
Ability to provide feedback to others about performance concerns.
Experience with Microsoft Office applications, including Outlook, Teams, Excel, and PowerPoint, and ability to learn other applications.
Effective time management and accurate record-keeping; ability to complete payroll tasks according to schedules and compliance requirements.
Strong verbal and written communication skills for cross-team collaboration and professional interactions at all levels.

Nice To Haves

Equivalent combinations of experience, skills, or education, including non-traditional degree programs or job training programs.

Responsibilities

Drive client retention and loyalty by ensuring the team pod works effectively, engaging strategically with clients, and monitoring client success metrics.
Drive continuous improvement across the team and identify areas for improvement from a broader perspective.
Monitor team success metrics, including ticket closure, CSAT, SLA pass rate, and phone metrics, and identify improvement projects such as performance coaching and team training.
Ensure client readiness for key HCM milestones, especially quarter-end and year-end processes.
Promote product adoption and client engagement through daily interactions and partnership with the Client Relations team.
Monitor client health and contract statuses in partnership with the Client Relations team.
Act as a client escalation point and use problem-solving and de-escalation techniques to improve the client experience.
Conduct root-cause analysis to prevent recurring issues.
Assist with onboarding new hires and performance-manage team members to ensure expectations are met.
Build, maintain, and promote relationships with team members and clients to coordinate communications and services effectively.
Contribute to departmental initiatives, strategic planning, and organizational improvement projects.
Attend webinars and training to stay current on company and departmental best practices.
Complete projects and other duties assigned by the manager.

Benefits

Medical, dental, and vision insurance coverage.
401(k) retirement plan with company match.
Paid time off, holidays, parental leave, and sick leave as required by applicable state law.
Life insurance.
Short-term disability and long-term disability.
Employee assistance program (EAP).
Flexible spending account (FSA) and health savings account (HSA).
Identity theft protection.
Critical illness, accident, cancer, and hospital protection.
Legal and pet insurance.