Sr Service & Support Team Specialist

UKG•Alpharetta, GA

32d•Onsite

About The Position

The Sr Service & Support Team Specialist is responsible for overseeing the day-to-day activities of the Payroll Operations team. This role provides leadership, mentorship, and functional expertise to ensure payroll processes are executed accurately, efficiently, and in alignment with customer Service Level Agreements (SLAs). The Sr Service & Support Team Specialist actively supports process and technology initiatives that enhance operational performance and elevate the customer experience. This role requires strong problem-solving skills, the ability to manage complex customer communications, and the capability to build and maintain effective working relationships both internally and externally. The position operates under the direction of the Manager. This position typically requires being onsite in an office at least 3 days per week.

Requirements

5+ years of UKG Pro Payroll processing experience required
Strong understanding and knowledge of US and Canadian payroll processing required
Demonstrated success stabilizing customer accounts and managing multiple customers of varying complexity
Strong customer service background
Proficiency in Microsoft Office Suite (Outlook, Word, Excel)
Proficiency in Google Workspace (Gmail, Docs, Sheets)

Nice To Haves

HR or Accounting experience preferred
Strong interpersonal and relationship-building skills
Ability to lead and influence without direct reporting authority
Commitment to excellence and high performance standards
Excellent written and verbal communication skills
Strong organizational, analytical, and problem-solving abilities
Ability to effectively manage competing priorities and workflows
Adaptability and flexibility in a fast-paced, evolving environment
High attention to detail and accuracy
Ability to collaborate effectively with individuals at all organizational levels.
Demonstrates leadership by example
Capable of coordinating multiple tasks simultaneously

Responsibilities

Ensure all payroll processes are executed accurately and within established timelines
Serve as the subject matter expert (SME) for Payroll Services, providing functional guidance and support for issue resolution
Identify opportunities for operational improvement and lead the implementation of process and technology enhancements
Coach and mentor team members to optimize performance and professional development
Manage and strengthen internal and external customer relationships
Assist with workload management, prioritization of daily activities, and project coordination
Establish standards and reusable best practices within Managed Services operations
Partner with the Manager to identify and address training needs for new and existing team members
Ensure appropriate team coverage during planned and unplanned absences
Provide leadership review and sign-off on processing and daily activities across all Service Lines
Serve as the first point of escalation for Service Line issues
Provide day-to-day supervision and direction to Specialists on the assigned team (without direct reporting authority)
Monitor completion of SSAE16 requirements and ensure compliance accountability.
Attend and/or lead recurring service calls, business reviews, and project debriefs for assigned customers
Perform additional duties as assigned by the Manager