Service Operations Supervisor - GA - On Site

Vensure Employer Solutions•Duluth, GA

2d•Onsite

About The Position

The Service Operations Supervisor manages client relationships and supports the seamless delivery of services, including payroll and tax-related processes. The role coordinates client user setup and training, supports client retention, and serves as a liaison between clients and internal operations. It also oversees payroll processing, helps resolve payroll and tax issues, analyzes data and processes for improvement, and provides guidance on tax and reporting requirements. The supervisor monitors Payroll Specialists’ work, supports team performance through coaching and training recommendations, and collaborates with the Manager on operational changes and escalated client issues. The position also coordinates team huddles and may provide backup payroll processing support during high-volume periods or team absences. The position is performed in a professional office environment with regular use of computers and standard office equipment. The setting is climate-controlled, with typical office lighting and low to moderate noise. The role involves screen time, in-person collaboration and meetings, and minimal exposure to physical hazards.

Requirements

High school diploma.
At least 2 years of PEO, ASO, HCM, or multistate experience, or an equivalent combination of experience, skills, education, or job training.
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 skills and ability to prioritize in a fast-paced environment.
Strong collaboration skills for working with internal departments and coordinating operations and workflows.
Strong work ethic and commitment to teamwork.
Sound decision-making ability, including evaluating complex information and determining appropriate actions.
Professionalism, reliability, and enthusiasm.
Exceptional attention to detail and ability to review materials for quality and accuracy.
Ability to concentrate, make informed decisions, solve problems, multitask, and manage pressure.
Ability to communicate effectively with employees, managers, clients, and external vendors, including preparing clear written documentation and providing presentations, training, and instructions.
Ability to communicate with cultural awareness and sensitivity.
Ability to use a computer keyboard, mouse, and other office equipment frequently; occasional walking within the office and minimal lifting or carrying of documents and light office supplies.

Nice To Haves

2–4 years of experience in customer service, payroll, HRIS, or a related PEO/ASO/HCM environment.
PEO, ASO, HCM, or multistate experience is preferred.

Responsibilities

Act as the primary contact for an assigned group of clients.
Coordinate user setup and provide training on client-facing web-based payroll, custom reporting software, and service platforms.
Take proactive steps to retain at-risk clients in collaboration with internal teams, clients, and business consultants.
Manage client accounts and build relationships with clients, internal partners, brokers, and peers through proactive contact and service recommendations.
Liaise between clients and internal operations to support service delivery in accordance with department SOPs.
Coordinate and lead client meetings about escalated issues or significant account matters.
Identify gaps in client processes and introduce products or services based on client needs.
Manage and escalate client issues through communication platforms, including submitting cases in Client Space to internal departments.
Determine and recommend annual increases or reductions to client administrative fees.
Guide clients on tax account registration, answer payroll tax questions, and obtain tax account login credentials when clients enter 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, resolve payroll errors and issues, and assist the team as needed.
Monitor Payroll Specialists who input payroll data 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 provide appropriate resolutions.
Communicate frequently about Service Associates’ performance, recommend training areas, and assist with employee coaching.
Collaborate with the Manager to implement changes, provide team-performance feedback, and escalate client issues.
Schedule and facilitate weekly POD team huddles to discuss client escalations and learning opportunities.
Build and maintain relationships with team members and peers across disciplines to coordinate client communications and services.
Help organize and maintain shared team resources, including checklists, templates, and reference materials.
Provide occasional backup support 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 insurance.
401(k) with company match.
Paid time off, holidays, parental leave, and sick leave as required by applicable state law.
Life insurance.
Short-term disability insurance.
Long-term disability insurance.
Employee assistance program (EAP).
Flexible spending account (FSA).
Health savings account (HSA).
Identity theft protection.
Critical illness, accident, cancer, and hospital protection coverage.
Legal insurance.
Pet insurance.