Payroll Manager of Human Capital Management - Duluth, GA, On Site

Vensure Employer Solutions • Duluth, GA

4d • Onsite

About The Position

The Payroll Manager of HCM leads a team of specialists who support clients and helps team members achieve their career goals. The role focuses on client retention and loyalty, team performance, continuous improvement, and readiness for key HCM milestones, especially quarter-end and year-end processes. The manager partners with the Client Relations team to promote product adoption and engagement, monitor client health and contract status, and improve the client experience. This is an in-office position for team members located in or near the Duluth, GA or Chandler, AZ offices; regular attendance at the assigned corporate work location is an essential job function.

Requirements

• At least 1 year of experience in a client support or customer service role.
• At least 1 year of experience leading a team.
• High school diploma or equivalent combination of experience, skills, and education; related experience is required.
• 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 with accuracy and attention to detail.
• Advanced problem-solving and analytical abilities, including the ability to troubleshoot payroll issues, interpret data, and determine solutions.
• Adaptability in fast-paced environments and the ability to respond to shifting priorities and business needs.
• Sound judgment and decision-making when evaluating complex information and determining appropriate actions.
• Professionalism and composure when working with varied personalities and situations.
• Flexible, team-oriented, self-starting approach, with ability to thrive in a startup environment.
• Strong escalation-management and creative problem-solving skills.
• Openness to coaching and feedback, commitment to continuous improvement, and willingness to share process-improvement insights.
• Ability to provide 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.

Responsibilities

• Drive client retention and loyalty by ensuring the team pod works effectively, engages strategically with clients, and monitors client success metrics.
• Identify and lead continuous-improvement opportunities across the team.
• Monitor team metrics, including ticket closure, CSAT, SLA pass rate, and phone metrics, and identify improvement projects such as coaching or training.
• Ensure clients are ready for key HCM milestones, especially quarter-end and year-end processes.
• Partner with the Client Relations team to promote product adoption and client engagement through daily interactions.
• Partner with the Client Relations team to monitor client health and contract statuses.
• Serve as an escalation point for clients, using problem-solving and de-escalation techniques to improve the client 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 company and departmental best practices.
• Complete projects and other duties assigned by the manager.

Benefits

• Medical, dental, and vision insurance
• 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 (EAP)
• Flexible spending account (FSA)
• Health savings account (HSA)
• Identity theft protection
• Critical illness, accident, cancer, and hospital protection coverage
• Legal insurance
• Pet insurance

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED