Manager Ops

Position: Manager Support Ops
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 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 Manager, Service Ops leads their team across various internal departments to ensure a successful ongoing client experience. The manager is responsible for providing leadership and support to their employees through effective performance management and guidance. In addition, the manager will ensure client needs are met on time with high quality. This role is hands on requiring involvement in all stages of the client experience processes, including partnering with internal teams and external customers to understand the "voice of the customer" and "voice of the employee";

translating into the right process improvement efforts to resolve requests with high-quality that meet/exceed client and employee needs.

Responsibilities:

* Support Benefits Services management in the development and rollout of change initiatives

* Work with all areas across the organization to analyze key business processes and identify areas for improvement within the Benefits Services department as it relates to Customer Service and Implementation

* Develop and implement business process improvements

* Work with Management to streamline and create consistent processes across all Tech Services teams

* Work with other departments such as Customer Service and Implementation to ensure a consistent support model is utilized across the business, increasing customer and AM satisfaction

* Manage all aspects of key business programs and processes (project prioritization, program approach, requirements generation, project timelines, planning and communication, scope and change management and training, implementation, etc.)

* Manage the support queue effectively to ensure timely resolution of issues and adherence to service level agreements (SLAs).

* Streamline processes and workflows to improve efficiency and effectiveness in handling support requests

* Develop and consistently report on key performance metrics for team and individuals while creating a system of accountability to hold team members accountable for metric performance

* May manage support for Large Client project management team

* May be asked to participate in or drive Lean Six Sigma continuous improvement efforts at least twice per year to improve the customer and/or employee experience

* Develop and motivate team members to reach departmental and company goals

* Recruit, hire, and develop onboarding plans to successfully onboard new team members as needed

* Develop and execute an ongoing learning/development plan for existing team members which includes Career Pathing

* Hold regularly scheduled one-on ones with assigned team

* Positively and effectively handle escalated issues from customers or…