Manager Client Services Ops - Majors

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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.

In-Office: This is a 100% in-office role based at our Meridian, OR Schaumburg, IL OR Rochester, NY 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.

Position Overview

Client Services Manager Ops play a pivotal role in ensuring client satisfaction and retention. They develop strategies to effectively address issues, proactively service highly complex clients and lead a team comprising of leaders and various levels of Account Managers.

Success in this role is driven by proficiency with technology, ability to quickly learn our HCM platform and products, and a deep commitment to providing outstanding customer service. This role requires a unique balance of leadership, technical expertise, process management, and soft skills to be effective.

Client Service Manager Ops works with a peer team of Managers to appropriately prioritize client interactions and efforts on behalf of the client. This includes engaging directly with clients by directly addressing escalated calls and working to negotiate with the client and our internal partners for the betterment of the business. This role will support our Majors OR Majors Plus client segment.

• Develop strategies and initiatives to enhance and maintain client satisfaction and retention.
• Lead and manage a team of Executive Account Managers providing coaching and guidance on client interactions, issue resolution, and the application of soft skills to minimize client risk.
• Facilitate continuous learning opportunities to expand the knowledge base of your staff.
• Offer proactive development opportunities aligned with corporate goals and values.
• Create and maintain an effective and positive work environment that encourages open communication, learning, coaching and recognition in line with the organization’s values.
• Monitor team workload, ensuring appropriate balance of volume, priority, and client alignment.
• Manage the hiring and onboarding of new team members, emphasizing the establishment of strong trusted relationships from day one.
• Generate creative solutions and innovative ideas to increase employee engagement and retention.
• Collaborate with cross-functional partners to ensure that processes and tools are in place to best support clients and the client services team, including Technical Services, Finance, Tax, Sales, Support, Distribution, and Implementation.
• Exhibit flexibility in day-to-day responsibilities, emphasizing agility in adapting to changing circumstances.
• This job requires up to 25% travel for internal and/or client-facing meetings
• This role is an onsite position

• High School Diploma or equivalent required;
  Bachelor’s degree preferred
• 2+ years of previous leadership experience in a customer service/customer relationship role
• Experience using reporting and metrics as a key part of the job (Monthly/Quarterly KPIs)
• Experience with leading other leaders preferred
• Previous experience in HCM/Direct Payroll Industry
• Experience working with payroll, HCM, or HRIS software
• Excellent knowledge of MS Office, including MS Excel
• Strong interpersonal skills

• Ability to sit for extended periods:
  The role requires sitting at a desk or workstation for long periods, typically 7-8 hours a day.
• Use of computer and phone systems:
  The employee must be able to operate a computer, use phone systems, and type. This includes using multiple software programs and inquiries simultaneously.

Paylocity is an equal-opportunity…