Lead Client Services Ops - Majors

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.

Job Type: 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.

Position Overview: 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.

Primary Responsibilities: 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. 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.

Team Lead Responsibilities:

• 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 assess and build knowledge (technical, business, soft skills) through real‑time teaching, one‑on‑one discussions, team meetings and through the performance management process. Take initiative and develop opportunities for the Account Managers to share and build knowledge and skills. Prioritize learning objectives based on the highest impact to the clients and to Paylocity. Facilitate coaching, training and mentoring of AMs. Assess client movement and prepare and support impacted AMs to facilitate ongoing outstanding client service.
• Client Focus:
  Proactively and reactively monitor and assess client interactions and intervene when needed in providing coaching and feedback. Act as first level escalation and directly engage clients and take action and ownership to resolve issues. Proactively identify situations (AM turnover, lack of knowledge, etc.) that may disrupt outstanding service and take steps to minimize impact. Ability to negotiate, influence, consult and resolve objections with C‑Suite decision makers.
• Operational Tools & Processes:
  Plan, lead and execute on cross‑team work focused on increasing operational…