Senior Manager Client Services Ops - Majors

PAYLOCITY CORPORATION•Schaumburg, IL

73d•Onsite

About The Position

Paylocity is an award-winning provider of cloud-based HR and payroll software solutions, offering the most complete platform for the modern workforce. The company has become one of the fastest-growing HCM software providers worldwide by offering an intuitive, easy-to-use product suite that helps businesses automate and streamline HR and payroll processes, attract and retain talent, and build a strong workplace culture. While traditional HR and payroll providers automate basic HR processes such as payroll and benefits administration, Paylocity goes further by developing tools that HR and businesses need to compete for talent and deliver against the expectations of the modern workforce. We give our employees what they need to succeed, including great benefits and perks! We offer medical, dental, vision, life, disability, and a 401(k) match, as well as perks that support you, your family, and your finances. And if it’s career development you desire, we provide that, too! At Paylocity, people matter most and have always been at the heart of our business. Help our award-winning technology company run effectively as you take on big challenges and find solutions with a position in Operations. Use your problem-solving skills to shape the way others see Paylocity. Launch your career with us! In-Office: This is a 100% in-office role based at our Schaumburg, IL OR Meridian, ID OR Rochester, NY location. Remote or hybrid work is not available for this position. Candidates must be able to work on-site five days per week during designated work hours.? Position Overview The Senior Manager Client Services Ops oversees a team of Account Managers, Team Leads, and Managers, providing guidance and support as needed. The Senior Manager plays a critical role in leading and directing teams to ensure exceptional customer service delivery and retention of our clients. The role will work collaboratively with leaders within the department and across the organization. This role is not only dedicated to our commitment to servicing our clients, but also growing our team leads and managers within the service organization and the Majors/Majors Plus client segment.

Requirements

Preferred bachelor’s degree or 7-10 years of relevant experience
5+ years in an operational management role in a high-volume environment
Proven success of management concepts and practices including supervising and motivating employees, performance management and employee development/training.
Experience developing, implementing and managing control/auditing processes via a recognized process improvement methodology, (such as Lean Six Sigma), is required
Extensive experience with a multi-customer product required.
Demonstrated use of a Process Improvement methodology is required.
Strong communication skills with external parties required
Ability to sit for extended periods: The role requires sitting at a desk or workstation for long periods, typically 7-8 hours a day.
Use of computer and phone systems: The employee must be able to operate a computer, use phone systems, and type. This includes using multiple software programs and inquiries simultaneously.

Nice To Haves

Experience managing employees working on both task oriented and project driven tasks a strong plus
Experience managing tasks in a matrix project management environment is a strong plus
Experience developing and driving adoption of cross departmental processes preferred
Experience collecting data and driving development priorities using a data focused approach is a plus
Experience working with payroll and/or HR data a huge plus!

Responsibilities

Managing, the execution of strategic initiatives to achieve expected goals and meet committed service level agreements.
Building a culture of engagement and accountability. Responsible for personnel staffing, morale, measurement, decreasing turnover and employee development.
Responsible for development and accountability of Key Performance Indicators and reporting the KPIs to senior management.
Responsible for evaluating processes involving internal and external partners and collaborating with those partners to improve them.
Ensuring effective communication between Account Managers and all internal and external partners both verbally and in writing. Provide necessary coaching when necessary.
Leading the team to achieve customer service and financial targets while being accountable to the approved fiscal budget.
Key examples include customer retention, employee retention, and customer satisfaction.