15538 - Service Operations Supervisor - GA - On Site

About the role

The Service Operations Supervisor is responsible for managing client relationships, ensuring the seamless delivery of services, and supporting payroll and tax-related processes.

Essential Duties And Responsibilities

• Act as the primary contact for assigned group of clients.
• Cook up 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.
• Cook up 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.
• Aid 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.
• Aid and guide 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.
• Coordinate and lead client meetings to review and discuss escalated issues or significant matters related to the client's account.
• Manage and escalate payroll tax notices and drive them to resolution.
• Aid and guide 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.
• Schedule and facilitate weekly POD team huddles to discuss client escalations and learning opportunities.

Physical, Mental, & Communication Demands

• Sedentary Work - Occasional sitting for extended periods, often at a desk or computer.
• Manual Dexterity - Frequent use of hands and fingers to operate a computer keyboard, mouse, and other office equipment.
• Mobility - Occasional walking or traversing throughout the office to meet with leaders and other employees.
• Visual Acuity - Ability to read and analyze data on a computer screen (or to read and analyze data with reasonable accommodation) and in printed materials.
• Lifting & Carrying - Minimal physical lifting required, but may involve handling documents, and lifting light office supplies.
• Mental Demands - Strategic Thinking - High level of concentration required to develop and implement strategies. Decision Making - Ability to make quick, informed decisions based on data and market conditions. Attention to Detail - High level of accuracy needed for managing presentations, reports and communications. Problem-Solving - Continuous need to identify and resolve issues that may impact performance. Multitasking - Manage multiple tasks and projects simultaneously, often under tight deadlines. Stress Management - Ability to handle high-pressure situations calmly and effectively, especially when dealing with client concerns.
• Communication Demands - Interpersonal Skills - Strong ability to build relationships and communicate effectively with employees, managers, clients, and external vendors. Cultural Sensitivity - Communicate with individuals from diverse cultural backgrounds, demonstrating cultural awareness and sensitivity. Written Communication - Prepare clear and concise documentation, including emails and notes. Verbal Communication - Conduct presentations and employee training sessions; provide clear instructions and support to clients, employees and managers.