Service Operations Manager - GA, On Site

Vensure Employer Solutions • Duluth, GA

1d • Onsite

About The Position

Vensure Employer Solutions is a leading HR technology and service provider offering a comprehensive suite of solutions including HR/HCM technology, managed services, and global business process outsourcing (BPO). The company serves over 95,000 businesses and processes over $135B in annual payroll. As a "One Employer Solution" headquartered in Chandler, Arizona, Vensure assists businesses in streamlining and growing their operations with custom strategies for employers and employees. This role is based on-site in a dynamic, global company.

Requirements

• Ability to adapt to change, support team transitions, and guide staff through evolving processes, systems, and organizational expectations.
• Strong level of understanding of payroll processing, HRIS functions, and multi-state compliance requirements.
• Strong analytical, troubleshooting, and problem-solving abilities for complex issues.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively across teams and build positive working relationships.
• Communicates clearly and professionally in both written and verbal formats.
• Strong time-management skills, with the ability to prioritize effectively in a fast-paced environment.
• Flexibility to perform a variety of assignments as needed.
• Strong ability to collaborate effectively with internal departments to support seamless operations and workflow coordination.
• Excellent leadership and customer service skills, with the ability to guide teams, resolve escalations, and maintain service excellence.
• Strong work ethic and commitment to teamwork, contributing positively to a collaborative and supportive work environment.
• Performs well under pressure, maintaining professionalism and composure while working with a variety of personalities and situations.
• Demonstrated ability to maintain strict confidentiality and handle sensitive information with professionalism and discretion.
• Exceptional attention to detail, including the ability to thoroughly review printed documents and ensure they meet quality and accuracy standards.
• Experience in Microsoft Office software (Outlook, Teams, Excel, PowerPoint) and demonstrated ability to learn other applications as needed.
• Maintains high levels of organization.
• Follows through on tasks reliably and ensures accuracy in documentation and communications.
• College degree preferred or equivalent combination of experience, skills, education (including other relevant non-traditional degree programs, or job training programs) required.
• 3+ years of PEO, ASO, HCM, or multistate payroll/service operations experience required.
• 1–2 years of supervisor or team lead experience required; management experience preferred.
• 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.

Nice To Haves

• Experience with PRISM or similar HRIS/payroll systems preferred.

Responsibilities

• Provide day-to-day leadership and direction to Service Operations Supervisors, Service Consultants, and Payroll Specialists.
• Conduct regular 1:1s, monitor performance metrics, identify coaching opportunities, and support professional development plans.
• Ensure adherence to Standard Operating Procedures (SOPs) and operational guidelines.
• Facilitate weekly POD huddles, ensuring alignment on client escalations, trends, and learning opportunities.
• Act as a primary escalation point for complex or high-impact client issues requiring managerial involvement.
• Support Supervisors and Service teams in resolving payroll, tax, system, compliance, and service-related concerns.
• Review high-risk clients and intervene proactively by recommending service and retention strategies.
• Provide leadership during client meetings where significant issues, trend analysis, or service realignment is required.
• Oversee daily service operations to ensure timely, accurate payroll processing and exceptional client service.
• Monitor department KPIs such as retention, case resolution time, error rates, and client engagement patterns.
• Perform trend analysis to identify process gaps and recommend operational improvements.
• Partner with Quality Control, Payroll Tax, Implementation, and Compliance teams to ensure seamless workflow execution.
• Conduct performance reviews, manage staffing needs, and participate in hiring/selection processes.
• Review and approve escalated client fee adjustments and account-level recommendations from Supervisors.
• Support the development, rollout, and maintenance of department SOPs, workflows, and training standards.
• Collaborate with the AVP and executive leaders on strategic operational initiatives.
• Assist with cross-functional project work, including system enhancements, compliance updates, and service optimization efforts.
• Provide internal training to Supervisors and Service staff regarding system updates, payroll best practices, and department initiatives.
• Build, maintain and promote relationships with team members, peers across disciplines, and all other company team members ensuring effective coordination of communications and services affecting clients.
• Provide backup support during high-volume periods or team member absences.
• Attend webinars and training to stay up to date on best practices related to the company and department.
• Act as a resource and mentor for Specialists by assisting with complex questions and sharing expertise.
• Complete projects and other duties as assigned by supervisor.

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
• Other Benefits: 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: Associate degree