Payroll Manager of HCM

Distro•Arizona, AZ

1d•Onsite

About The Position

The Payroll Manager, HCM is responsible for ensuring a team of specialists effectively supports clients and achieves their career goals. The role focuses on client retention, team performance, continuous improvement, client readiness for key HCM milestones, product adoption, escalation management, and preventing recurring issues. Regular attendance at assigned corporate office locations is essential. For team members located in or near Chandler, Arizona, or Duluth, Georgia, this is an in-office position.

Requirements

High school diploma or related experience required.
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 for consistent, high-quality support.
Ability to manage multiple tasks simultaneously with accuracy and attention to detail.
Advanced problem-solving and analytical skills for efficient, accurate issue resolution.
Adaptability in fast-paced environments and responsiveness to shifting priorities.
Sound judgment and decision-making when evaluating complex information and determining appropriate actions.
Professionalism and composure with a variety of 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 willingness to share process-improvement 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 record-keeping, and compliance with payroll schedules and requirements.
Strong verbal and written communication skills for cross-team collaboration and professional interaction at all levels.
Analytical thinking to troubleshoot payroll issues, interpret data, and determine solutions.
Physical ability to perform sedentary work with occasional extended sitting, frequent keyboard and mouse use, occasional office walking, visual work reading screens and printed materials, and minimal lifting of light office supplies.
Ability to perform strategic thinking, quick decision-making, detail-oriented work, problem-solving, multitasking under deadlines, and stress management in high-pressure client situations.
Strong interpersonal skills, cultural sensitivity, clear written communication, and verbal communication for presentations and training.

Nice To Haves

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

Responsibilities

Drive client retention and loyalty by ensuring the team works effectively, engaging strategically with clients, and monitoring client success metrics.
Drive continuous improvement across the team and identify opportunities from a big-picture perspective.
Monitor team success metrics, including ticket closure, CSAT, SLA pass rate, and phone metrics, and identify improvement projects such as individual coaching or team training.
Ensure clients are ready 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 an escalation point for clients, applying problem-solving and de-escalation techniques.
Conduct root-cause analysis to prevent recurring issues.
Assist in onboarding new hires and performance-manage team members to meet expectations.
Build and maintain relationships with team members and clients to support effective coordination.
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 as assigned by the manager.

Benefits

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