Senior Manager Client Services Ops, Enterprise - East

Description

Paylocity is an award‑winning provider of cloud‑based HR and payroll software solutions, offering the most complete platform for the modern workforce. The company has become one of the fastest‑growing HCM software providers worldwide by offering an intuitive, easy‑to‑use product suite that helps businesses automate and streamline HR and payroll processes, attract and retain talent, and build a strong workplace culture.

While traditional HR and payroll providers automate basic HR processes such as payroll and benefits administration, Paylocity goes further by developing tools that HR and businesses need to compete for talent and deliver against the expectations of the modern workforce.

We give our employees what they need to succeed, including great benefits and perks! We offer medical, dental, vision, life, disability, and a 401(k) match, as well as perks that support you, your family, and your finances. And if it’s career development you desire, we provide that, too! At Paylocity, people matter most and have always been at the heart of our business.

Help our award‑winning technology company run effectively as you take on big challenges and find solutions with a position in Operations.

Use your problem‑solving skills to shape the way others see Paylocity. Launch your career with us!

This is a 100% in‑office role based at our Lake Mary, FL location. Remote or hybrid work is not available for this position. Candidates must be able to work on‑site five days per week during designated work hours.

The Senior Manager Client Services Ops - Enterprise oversees Manager‑led teams of Account Managers, providing development & support, as well as Client Project Managers (CPM’s), who drive and execute strategic support for our clients. The Senior Manager plays a critical role in leading and directing teams to ensure exceptional customer service delivery and retention of our clients. The role will work collaboratively with leaders within the department and across the organization to drive consistent, quality service delivery, as well as strategic initiatives centered around client satisfaction and retention, process improvement and operational excellence.

This role is not only dedicated to our commitment to servicing our clients but also developing our leaders within the service organization.

The below represents the primary duties of the position, others may be assigned as needed. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Managing, the execution of strategic initiatives to achieve expected goals and meet committed service level agreements.
• Building a culture of engagement and accountability. Responsible for personnel staffing, morale, measurement, decreasing turnover and employee development.
• Responsible for development and accountability of Key Performance Indicators and reporting the KPIs to senior management.
• Responsible for evaluating processes involving internal and external partners and collaborating with those partners to improve them.
• Ensuring effective communication between Account Managers and all internal and external partners both verbally and in writing. Provide necessary coaching when necessary.
• Leading the team to achieve customer service and financial targets while being accountable to the approved fiscal budget.
• Key examples include customer retention, employee retention, and customer satisfaction.

• Bachelor’s degree required
• 5+ years in an operational management role in a high‑volume environment.
• Proven success of management concepts and practices including supervising and motivating employees, performance management and employee development/training.
• Experience developing, implementing and managing control/auditing processes via a recognized process improvement methodology, (such as Lean Six Sigma), is required.
• Experience managing employees working on…