Service Operations Supervisor - AZ, On Site

Vensure Employer Solutions•Chandler, AZ

1d•Onsite

About The Position

We are a proud work-from-office company. If you're ready to work on-site in a dynamic, global company, we'd love to hear from you. About Us Vensure Employer Solutions is the largest privately held organization in the HR technology and service sector, providing a comprehensive portfolio of solutions, including HR/HCM technology, managed services, and global business process outsourcing (BPO). The company and its service providers collectively serve over 95,000 businesses and process over $135B in annual payroll. As a "One Employer Solution” headquartered in Chandler, Arizona, Vensure helps thousands of businesses streamline and grow their operations with custom strategies that benefit both employers and employees. Find out more by visiting www.vensure.com . Position Summary The Service Operations Supervisor is responsible for managing client relationships, ensuring the seamless delivery of services, and supporting payroll and tax-related processes. This role involves coordinating user setup and training, facilitating client retention strategies, and acting as a liaison between clients and internal operations. The Service Supervisor will also oversee payroll processing, analyze data for process improvements, and provide guidance on tax and reporting requirements.

Requirements

Excellent communication and interpersonal skills, with the ability to collaborate effectively across teams and build positive working relationships.
Strong time‑management skills, with the ability to prioritize effectively in a fast‑paced environment.
Flexibility to perform a variety of assignments within the print room, including operating different equipment, running varied production jobs, and learning new machinery or processes as needed.
Strong ability to collaborate effectively with internal departments to support seamless operations and workflow coordination.
Strong work ethic and commitment to teamwork, contributing positively to a collaborative and supportive work environment.
Sound decision making abilities, including evaluating complex information and determining appropriate actions.
High level of professionalism, reliability, and enthusiasm, contributing to a positive workplace culture.
Exceptional attention to detail, including the ability to thoroughly review printed documents and ensure they meet quality and accuracy standards.
Associates Degree or equivalent combination of experience, skills, education (including other relevant non-traditional degree programs, certifications, or job training programs) preferred.
2+ years of retirement plan experience
Group retirement plan (MEP/PEP) experience a plus
Retirement related credentials a plus (ASPPA, CEBS, etc.)
Prism HRIS software experience a plus
High School Diploma
2+ years of PEO, ASO, HCM, multistate experience preferred or equivalent combination of experience, skills, education (including other relevant nontraditional degree programs, or job training programs) required.
2-4 years of experience in customer service, payroll, HRIS, or related PEO/ASO/HCM environment preferred.
Previous supervisory experience.
Experience in Microsoft Office software (Outlook, Teams, Excel, PowerPoint) and demonstrated ability to learn other applications as needed.
Sedentary Work : Primarily involves sitting for extended periods while working at a desk or computer.
Manual Dexterity : Frequent use of hands and fingers to operate a keyboard, mouse, calculator, printers, and other standard office equipment.
Mobility : Occasional movement within the office to retrieve documents, access equipment, or collaborate with team members.
Visual Acuity : Ability to review payroll data, system screens, and written documentation accurately, with reasonable accommodation as needed.
Lifting & Carrying : Minimal physical effort required; may include handling files or light office materials.
Focus & Accuracy : Sustained concentration required to process payroll, review data, and ensure accuracy across multiple client accounts.
Decision Making : Ability to make routine decisions using established policies, procedures, and guidelines.
Attention to Detail : Consistently high level of accuracy needed when entering, reviewing, and validating payroll and HRIS information.
Problem-Solving : Ability to identify errors, discrepancies, or system issues and take corrective action or escalate appropriately.
Multitasking : Manage multiple client requests, payroll deadlines, and administrative tasks in a fast-paced environment.
Stress Tolerance : Ability to remain calm and professional when working under deadlines or addressing client concerns.
Verbal Communication : Regular interaction with clients and internal teams to provide updates, resolve issues, and explain processes clearly.
Written Communication : Ability to prepare clear and concise emails, notes, and documentation related to payroll, HRIS, and service requests.
Interpersonal Skills: Ability to build positive working relationships and communicate professionally with individuals at varying levels of technical understanding.
Cultural Sensitivity : Communicate with individuals from diverse cultural backgrounds, demonstrating cultural awareness and sensitivity.

Nice To Haves

Group retirement plan (MEP/PEP) experience a plus
Retirement related credentials a plus (ASPPA, CEBS, etc.)
Prism HRIS software experience a plus

Responsibilities

Act as the primary contact for assigned group of clients.
Coordinate user set-up and provide training for client-facing web-based payroll, custom reporting software and service platforms.
Facilitate proactive intervention steps for at-risk clients, collaborating with internal teams, clients, and business consultants for successful retention.
Manage client accounts by establishing and reinforcing strong relationships with clients, internal partners, brokers, and peers through proactive touch points and service recommendations.
Act as a liaison between clients and internal operations to ensure seamless delivery of services in line with department SOPs.
Coordinate and lead client meetings to review and discuss escalated issues or significant matters related to the client’s account.
Identify gaps in client processed and introduce new products and services based on identified client needs.
Manage and escalate client issues through various communication platforms, including submitting cases in Client Space to internal departments for resolution.
Determine and recommend annual increases and/or reductions to client’s administrative fees.
Assist with client tax account registration guidance, provide education on payroll tax questions, and obtain clients' tax account login credentials when entering a new state.
Manage and escalate payroll tax notices and drive them to resolution.
Assist and provide guidance with required state and federal reporting.
Ensure timely and accurate payroll processing.
Review processed payrolls and resolve payroll errors and issues; assist the team as needed.
Monitor the work of Payroll Specialists who input payroll data and ensure payroll accuracy.
Assist in payroll calculations and deductions.
Maintain clear and consistent client communications.
Work with the Quality Control Team to process current and prior year voids and resolve posted payroll errors.
Analyze payroll problems and provide appropriate resolutions.
Facilitate frequent communication regarding Service Associates performance, recommend training areas, and assist with coaching employees.
Collaborate with the Manager to implement changes, provide feedback on team performance, and escalate client issues.
Schedule and facilitate weekly POD team huddles to discuss client escalations and learning opportunities.
Regular, on-site attendance is an essential job function due to the need for secure access to systems, collaboration on sensitive technical matters, participation in operational meetings, and hands-on involvement in activities.
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.
Assist in organizing and maintaining shared team resources, such as 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 up to date on best practices related to the company and department.

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 insurance
Pet insurance