Service Operations Supervisor - GA - On Site

Service Operations Supervisor

We are a proud work-from-office company. If you're ready to work on-site in a dynamic, global company, we'd love to hear from you. Position Summary 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 Consultant 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 Payroll Associates and 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 attendance at the assigned work location for our corporate office locations is an essential job function.

For team members who are located in or near Chandler, AZ or Duluth, GA offices, this is an in-office position 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…