Payroll Manager of Human Capital Management - Chandler, AZ

Vensure Employer Solutions•Chandler, AZ

5d•Onsite

About The Position

The Payroll Manager of HCM is responsible for helping a team of specialists provide effective client support and achieve their career goals. The role focuses on client retention and loyalty, team performance and continuous improvement, readiness for key HCM milestones, and effective collaboration with the Client Relations team. The manager serves as an escalation point for clients, investigates recurring issues, supports onboarding, and performance-manages team members. Regular attendance at the assigned corporate office is an essential job function. For employees located in or near the Chandler, Arizona, or Duluth, Georgia, offices, this is an in-office position.

Requirements

High school diploma or related experience required, or an equivalent combination of experience, skills, and education.
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 and the ability to provide consistent, high-quality support across channels.
Ability to manage multiple tasks simultaneously while maintaining accuracy and attention to detail.
Advanced problem-solving and analytical abilities.
Adaptability in fast-paced environments and the ability to respond to shifting priorities and business needs.
Sound decision-making, including evaluating complex information and determining appropriate actions.
Professionalism and composure when working with varied personalities and situations.
A flexible, team-oriented, self-starting approach and ability to thrive in a startup environment.
Strong escalation-management and innovative problem-solving skills.
Openness to feedback and continuous improvement, and willingness to share process-enhancement insights.
Ability to give performance feedback to others.
Experience with Microsoft Office applications, including Outlook, Teams, Excel, and PowerPoint, and ability to learn other applications.
Effective time management, accurate recordkeeping, and ability to complete payroll tasks according to schedules and compliance requirements.
Strong verbal and written communication skills and ability to collaborate across teams and interact professionally with employees at all levels.
Ability to troubleshoot payroll issues, interpret data, and determine solutions using analytical thinking.
Good judgment in evaluating situations, identifying problems, and determining appropriate courses of action.
Ability to meet the physical, mental, and communication demands described in the posting, including computer use, attention to detail, multitasking, decision-making, relationship-building, and clear written and verbal communication.

Responsibilities

Drive client retention and loyalty by ensuring the team pod works effectively, engaging strategically with clients, and monitoring client success metrics.
Identify opportunities for continuous improvement across the team and take a broader perspective on management.
Monitor team success metrics, including ticket closure, customer satisfaction, SLA pass rate, and phone metrics, and identify improvement projects.
Ensure clients are ready for key HCM milestones, especially quarter-end and year-end processes.
Promote product adoption and client engagement through daily interactions in partnership with the Client Relations team.
Monitor client health and contract statuses in partnership with the Client Relations team.
Act as an escalation point for clients, using problem-solving and de-escalation techniques to improve their experience.
Conduct root-cause analysis to prevent recurring issues.
Assist with onboarding new hires.
Performance-manage team members to ensure the team meets expectations.
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 relevant company and departmental best practices.
Complete projects and other duties assigned by the manager.

Benefits

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