Service Operations Supervisor - GA - On Site

Service Operations Supervisor

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.

Essential Duties and 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.

Marginal Functions:

• 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.
• Complete projects and other duties as assigned by supervisor.

Knowledge, Skills, and Abilities:

• 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.

Education & Experience:

• High School Diploma 2+ years of PEO, ASO, HCM, multistate experience preferred or equivalent combination of experience, skills, education (including other relevant…