Lead 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.

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!

Full-time

This is a 100% in-office role based at our Schaumburg, IL 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 Lead Client Services Ops provides operational initiative, guidance and support across a Client Services Team of Account Managers, enabling outstanding client satisfaction. This is done by (1) monitoring team performance (quantitative and qualitative), (2) providing ongoing learning opportunities that continually share and build knowledge, (3) working directly with clients on escalated issues, (4) identifying and facilitating process improvements, and (5) coordinating work across the team, including workload management and client assignments.

The Lead exercises independent judgment in many situations to achieve and sustain client satisfaction. Supervises a team of approximately 6-10 Account Managers to ensure service levels are met or exceeded, as well as the day-to-day performance of their jobs.

The Lead works with a group of Leads to prioritize and coordinate work for the maximum impact.

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.

• Dependability/Follow-up:
  Timely responsiveness & proactive follow-up
• Problem solve:
  Troubleshoot and problem solve leveraging knowledge, resources, qualitative and quantitative information
• Communication:
  Provide professional & appropriate internal/external communication as well as progress updates to all stakeholders
• Guidance:
  Provide clients guidance on HR and Payroll best practices, organizational change management, and Paylocity product fit
• Implement and optimize products:
  Ability to implement ancillary products and optimize the primary HCM set up
• Influence:
  Ability to influence outcomes with primary decision makers, negotiate contracts, and provide insight into HR industry best practices

• Metrics, Reporting and Analysis:
  Leverage formal and informal metrics to identify trends, monitor team & individual effectiveness and assess intervention results. Identify and advocate for necessary metrics and reporting. Develop tracking for metrics not yet developed. Use metrics to create a culture of continual improvement and to create focus where needed for purposes of learning, coaching, intervention and operational improvements.
• Performance Management:
  Continually assesses and build knowledge (technical, business, soft skills) through real time teaching, one one-on-one discussions, team meetings and through the performance management process. Takes initiative and develops opportunities for the Account Managers to share and build knowledge and skills. Prioritizes learning objectives based on the highest impact to the clients and to Paylocity. Facilitates coaching, training and mentoring of AMs.
  
  Assesses client movement and prepares and supports impacted AMs to facilitate ongoing outstanding client service.
• Client Focus:
  Proactively and reactively monitors and assesses client interactions and intervenes when needed in providing coaching and feedback. Acts as first level escalation and directly engages clients and takes action and ownership to…