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

Vensure Employer Solutions•Duluth, GA

4d•Onsite

About The Position

The Payroll Manager of Human Capital Management is responsible for helping a team of specialists provide effective client support while meeting their career goals. The role focuses on client retention and loyalty, team performance, continuous improvement, client readiness for key HCM milestones, and collaboration with the Client Relations team. It also serves as an escalation point for clients and supports onboarding and performance management of team members. This is an on-site role for team members located in or near the Duluth, GA or Chandler, AZ offices. Regular attendance at the assigned corporate office location is an essential job function.

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 while maintaining accuracy and attention to detail.
Advanced problem-solving and analytical abilities.
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 determining 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 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 regarding performance concerns.
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 on schedule and in accordance with compliance requirements.
Strong verbal and written communication and ability to collaborate across teams and interact professionally with employees at all levels.
Analytical thinking to troubleshoot payroll issues, interpret data, and determine appropriate solutions.
Ability to identify problems and determine appropriate courses of action.
Ability to perform the physical, mental, and communication demands described, including sustained concentration, multitasking, handling high-pressure situations, and communicating with diverse individuals.

Nice To Haves

Relevant non-traditional degree programs or job training programs may be considered as part of an equivalent combination of experience, skills, and education.

Responsibilities

Drive client retention and loyalty by ensuring the team pod works effectively, engaging strategically with clients, and monitoring client success metrics.
Identify opportunities to improve team performance and processes from a broader management perspective.
Monitor team metrics, including ticket closure, customer satisfaction, SLA pass rate, and phone metrics, and identify improvement projects such as coaching or training.
Ensure clients are ready for key HCM milestones, particularly 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 status in partnership with the Client Relations team.
Serve as an escalation point for clients and use problem-solving and de-escalation techniques to improve their experience.
Conduct root-cause analysis to prevent recurring issues.
Assist with onboarding new hires.
Manage team member performance to ensure expectations are met.
Build and maintain 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.