Payroll Manager - GA - On Site

Vensure Employer Solutions • Duluth, GA

1d • Onsite

About The Position

The Payroll Manager of HCM will be responsible for ensuring their team of specialists are successful at providing support to clients and achieving their personal career goals. This role drives client retention and loyalty by ensuring their pod is working effectively, strategically engaging with clients, and monitoring key client success metrics. The manager will also drive continuous improvement across the team, approaching management from a bigger picture perspective to identify improvement areas. They will monitor overall team success metrics (ticket closure, CSAT, SLA Pass Rate, phone metrics, etc.) and identify improvement projects (e.g. individual performance coaching, team training on certain ticket type). Ensuring client readiness for key HCM milestones, especially around quarter end and year end processes, is crucial. The role also involves finding opportunities to promote product adoption and client engagement through daily interactions, partnering with the Client Relations team, and monitoring client health and contract statuses. The Payroll Manager will act as an escalation point for clients, utilizing problem-solving and de-escalation techniques to improve client experience, and conduct root-cause analysis to prevent recurring issues. Assisting in onboarding new hires and performance managing team members to ensure the team is meeting expectations are also key responsibilities. Regular attendance at the assigned work location for our corporate office locations is an essential job function. For team members who are located in or near the Chandler, AZ or Duluth, GA offices, this is an in-office position.

Requirements

• In-depth knowledge of customer service best practices, ensuring consistent, high-quality support across all channels.
• Demonstrated ability to manage multiple tasks and simultaneously while maintaining a high level of accuracy and attention to detail.
• Advanced problem-solving and analytical abilities, with a focus on resolving issues efficiently and accurately.
• Highly adaptable in fast-paced environments, able to respond effectively to shifting priorities and business needs.
• Sound decision-making abilities, including evaluating complex information and determining appropriate actions.
• Maintaining professionalism and composure while working with a variety of personalities and situations.
• A flexible, team-oriented self-starter who thrives in a startup environment.
• Strong escalation management and innovative problem-solving skills, with a creative approach to overcoming challenges.
• Must be coachable, open to receiving feedback for continuous improvement, and willing to share insights on process enhancements for the company.
• Must be able to give feedback to other on performance concerns.
• Experience in Microsoft Office software (Outlook, Teams, Excel, PowerPoint) and demonstrated ability to learn other applications as needed.
• Demonstrates effective time management, maintains accurate records, and ensures all payroll tasks are completed in accordance with established schedules and compliance requirements.
• Strong verbal and written communication skills with the ability to collaborate effectively across teams and interact professionally with employees at all levels.
• Uses analytical thinking to troubleshoot payroll issues, interpret data, and determine appropriate solutions quickly and confidently.
• Demonstrated ability to exercise good judgment when evaluating situations, identifying problems, and determining appropriate courses of action.
• High school diploma or related experience required or equivalent combination of experience, skills, education (including other relevant non-traditional degree programs, or job training programs) preferred.
• 1 year in client support or customer service role.
• 1 year of experience leading a team.

Responsibilities

• Drive client retention and loyalty by ensuring their pod is working effectively, strategically engaging with clients, and monitoring key client success metrics.
• Drive continuous improvement across the team, approach management from a bigger picture perspective to identify improvement areas.
• Monitor overall team success metrics (ticket closure, CSAT, SLA Pass Rate, phone metrics, etc.) and identify improvement projects (e.g. individual performance coaching, team training on certain ticket type).
• Ensure client readiness for key HCM milestones especially around quarter end and year end processes.
• Find opportunities to promote product adoption and client engagement through daily interactions partnering with the Client Relations team.
• Monitor client health and contract statuses in partnership with the Client Relations team.
• Act as escalation point for clients by utilizing problem solving and de-escalation techniques to improve client experience.
• Conduct root-cause analysis to prevent recurring issues.
• Assist in onboarding new hires.
• Performance manage team members to ensure team is meeting expectations.
• Build, maintain and promote relationships with team members and clients ensuring effective coordination of communications and services.
• Contribute to departmental initiatives, strategic planning, and organizational improvement projects.
• Attend webinars and training to stay up to date on best practices related to the company and department.
• Complete projects and other duties as assigned by manager.

Benefits

• Health Insurance : Medical, dental, and vision coverage
• Retirement Plan : 401(k) with company match
• Paid Time Off : PTO, Holidays, Parental leave and Sick Leave provided 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
• Hospital protection
• Legal and pet insurance.

What This Job Offers

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