Service Operations Supervisor - GA - On Site

Vensure Employer Solutions • Duluth, GA

1d • Onsite

About The Position

The Service Operations Supervisor manages client relationships, ensures seamless service delivery, and supports payroll and tax-related processes. The role coordinates user setup and training, supports client retention, and serves as a liaison between clients and internal operations. It also oversees payroll processing, reviews data and processes for improvement, and guides clients on tax and reporting requirements.

The supervisor is the primary contact for assigned clients and coordinates client meetings, escalations, payroll processing, tax matters, reporting, and account recommendations. The position also supports Payroll Specialists and Service Associates through monitoring, coaching, and training recommendations, and collaborates with the Manager on team performance and service improvements.

The role is performed in a professional, climate-controlled office environment with regular computer and standard office equipment use, extended screen time, and in-person collaboration and meetings. The position is eligible for the benefits listed in the posting.

Requirements

• High school diploma.
• Previous supervisory experience.
• Experience with Microsoft Office software, including Outlook, Teams, Excel, and PowerPoint, and ability to learn other applications as needed.
• Excellent communication and interpersonal skills, including the ability to collaborate across teams and build positive working relationships.
• Strong time-management and prioritization skills in a fast-paced environment.
• Sound decision-making skills, including evaluating complex information and determining appropriate actions.
• Strong work ethic, reliability, professionalism, attention to detail, and commitment to teamwork.
• Ability to review and analyze payroll data and printed or electronic materials accurately.
• Ability to handle multiple tasks and projects, solve problems, and manage high-pressure situations effectively.
• Ability to communicate with people from diverse cultural backgrounds with awareness and sensitivity.
• Ability to prepare clear written documentation and conduct presentations and employee training sessions.
• Ability to perform the physical and office-based demands described in the posting, including extended sitting and screen use, frequent computer and office equipment use, occasional walking, and handling documents or light office supplies.

Nice To Haves

• Two or more years of PEO, ASO, HCM, or multistate experience, or an equivalent combination of experience, skills, education, or job training.
• Two to four years of experience in customer service, payroll, HRIS, or a related PEO/ASO/HCM environment.

Responsibilities

• Serve as the primary contact for an assigned group of clients and maintain strong relationships with clients, internal partners, brokers, and peers.
• Coordinate user setup and train clients on web-based payroll, custom reporting software, and service platforms.
• Facilitate proactive intervention and retention strategies for at-risk clients in collaboration with internal teams, clients, and business consultants.
• Act as a liaison between clients and internal operations to support service delivery in accordance with department SOPs.
• Coordinate and lead client meetings concerning escalated issues or significant account matters.
• Identify gaps in client processes and recommend products and services based on client needs.
• Manage and escalate client issues through communication platforms, including submitting cases to internal departments through Client Space.
• Determine and recommend annual increases or reductions to clients’ administrative fees.
• Guide clients through tax account registration, educate them on payroll tax questions, and obtain tax account login credentials when entering a new state.
• Manage and escalate payroll tax notices and drive them to resolution.
• Assist with and provide guidance on required state and federal reporting.
• Ensure timely and accurate payroll processing; review processed payrolls and resolve errors and issues.
• Monitor Payroll Specialists’ work and ensure payroll accuracy; assist with payroll calculations and deductions.
• Maintain clear and consistent client communications.
• Work with the Quality Control Team on current- and prior-year voids and resolution of posted payroll errors.
• Analyze payroll problems and determine appropriate resolutions.
• Communicate about Service Associates’ performance, recommend training areas, and assist with employee coaching.
• Collaborate with the Manager on changes, team performance feedback, and escalation of client issues.
• Schedule and facilitate weekly POD team huddles focused on client escalations and learning opportunities.
• Build and promote relationships with team members and colleagues across disciplines to coordinate communications and client services.
• Help organize and maintain shared team resources, including checklists, templates, and reference materials.
• Provide occasional backup for routine payroll processing during high-volume periods or team member absences.
• Attend webinars and training to stay current on company and department best practices.

Benefits

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

What This Job Offers

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