Service Operations Supervisor - GA

Vensure Employer Solutions•Duluth, GA

10d•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 retention strategies, and serves as a liaison between clients and internal operations. It also oversees payroll processing, analyzes data and process issues, and provides guidance on tax and reporting requirements. The position works with assigned clients, internal teams, brokers, and business consultants to address account needs, resolve escalated issues, and identify service improvements. It monitors payroll work for accuracy, supports and coaches team members, and collaborates with the Manager on team performance and operational changes. Regular attendance at the assigned corporate office is an essential job function; for team members located in or near Chandler, Arizona, or Duluth, Georgia, the position is in-office. The role is based in an indoor office environment. It may involve occasional moderate noise from copiers, W-2 or check printers, or coworkers.

Requirements

High school diploma.
At least 2 years of experience in PEO, ASO, HCM, or multistate work, or an equivalent combination of experience, skills, education, and relevant training.
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.
Ability to collaborate with internal departments to support operations and workflow coordination.
Strong work ethic and commitment to teamwork.
Sound decision-making skills, including evaluating complex information and determining appropriate actions.
Professionalism, reliability, and enthusiasm.
Exceptional attention to detail and ability to review information for quality and accuracy.
Experience with Microsoft Office applications, including Outlook, Teams, Excel, and PowerPoint, and ability to learn other applications.
Ability to perform sedentary office work, use a keyboard, mouse, and other office equipment, and occasionally walk through the office.
Ability to read and analyze computer-screen and printed information, with reasonable accommodation where applicable.
Ability to handle documents and lift light office supplies.
Ability to concentrate, make timely decisions, solve problems, multitask, meet deadlines, and manage high-pressure situations.
Ability to communicate effectively with employees, managers, clients, and external vendors, including written communication, presentations, and training.
Cultural awareness and sensitivity when communicating with people from diverse backgrounds.

Nice To Haves

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.
Facilitate proactive interventions for at-risk clients in collaboration with internal teams, clients, and business consultants to support client retention.
Build and maintain strong relationships with clients, internal partners, brokers, and peers through proactive contact and service recommendations.
Liaise between clients and internal operations to ensure services are delivered in accordance with department SOPs.
Coordinate and lead client meetings to review escalated issues or significant account matters.
Identify gaps in client processes and introduce products or services that address 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 payroll is processed accurately and on time.
Review processed payrolls, resolve payroll errors and issues, and assist the team as needed.
Monitor Payroll Specialists entering payroll data and ensure payroll accuracy.
Assist with payroll calculations and deductions.
Maintain clear and consistent communication with clients.
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 regularly about Payroll Associate and Service Associate 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 promote 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 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.
Complete projects and other duties assigned by the supervisor.

Benefits

Medical, dental, and vision coverage.
401(k) retirement plan with company match.
Paid time off, holidays, parental leave, and sick leave as required by applicable state law.
Life insurance.
Short-term disability and long-term disability coverage.
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.