Service Operations Supervisor - AZ - On Site

Vensure Employer Solutions•Chandler, AZ

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 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 to identify process improvements, and provides guidance on tax and reporting requirements. The position supervises payroll work, helps resolve payroll errors and tax notices, and supports employee coaching and performance development. Regular on-site attendance is an essential job function due to secure system access, collaboration on sensitive technical matters, operational meetings, and hands-on involvement in activities. The job is performed in a professional, climate-controlled office with typical lighting and low to moderate noise. It involves computer use, extended screen time, in-person collaboration, and minimal exposure to physical hazards.

Requirements

High school diploma.
Previous supervisory experience.
Experience with Microsoft Office software, including Outlook, Teams, Excel, and PowerPoint, and the 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.
Ability to collaborate with internal departments to coordinate operations and workflows.
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.
2+ years of PEO, ASO, HCM, or multistate experience, or an equivalent combination of experience, skills, and education, is required.
Ability to handle a variety of assignments, operate different equipment, and learn new machinery or processes as needed.
Ability to perform the physical, mental, and communication demands described, including computer use, occasional office mobility, multitasking, problem-solving, and communicating with diverse audiences.
Regular on-site attendance.

Nice To Haves

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

Responsibilities

Serve as the primary contact for an assigned group of clients.
Coordinate user setup and train clients on web-based payroll, custom reporting software, and service platforms.
Facilitate proactive intervention for at-risk clients, working with internal teams, clients, and business consultants to support retention.
Build and maintain 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 about 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 across communication platforms, including submitting cases through Client Space.
Determine and recommend annual increases or reductions to client administrative fees.
Guide clients through 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.
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' work 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 posted payroll errors.
Analyze payroll problems and provide appropriate resolutions.
Communicate about Service Associates' performance, recommend training areas, and assist with employee coaching.
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.
Build and promote effective working relationships with team members and colleagues across disciplines.
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 absences.
Attend webinars and training to stay current on company and departmental best practices.

Benefits

Medical, dental, and vision coverage.
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 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.
Legal insurance and pet insurance.