Director of Operations

Major Duties and Responsibilities

• Directly supervise the Customer Support/Payroll Processing and Distribution teams
• Interview, hire and coordinate training of staff on company procedures, customer service, and software systems
• Coach and mentor staff to continue to improve skills, product and system knowledge
• Provide consistent, frequent feedback to staff regarding individual goals
• Communicate with client companies as needed and coordinate all customer service initiatives
• Monitor and evaluate services provided to participants to ensure consistent high-quality customer service, compliance to all applicable laws, and accuracy of data processed
• Manage year-end projects to adhere to company policies and procedures
• Troubleshoot issues through Product Manager staff to increase the customer service experience and to resolve customer issues
• Manage all functions related to payroll services and the allocation of resources to adequately respond to all incoming phone calls, emails and voice mails
• Regularly report on all department metrics concerning client issues, revenue gains and losses, phone statistics, administrative services, and compliance matters
• Ensure achievement of Service Level Agreements (SLAs) across aligned Operations teams
• Review and approve Change Request estimates prepared by aligned teams
• Identify effective cost management practices; implement operational improvements
• Manages to SOWs (Statements of Work) and monitoring variable charges, specific to their clients

Required Qualifications

• 8 years’ experience Managing Payroll/HCM Operations
• 5 years of people management experience required
• 5 years’ experience of P&L management
• Bachelor’s degree preferred
• FPC and CPP certifications highly desired
• Robust reporting and analytical skills
• Polished communication skills – both verbal and written, to be able to develop and maintain positive working relationships with clients, supervisors, staff and peers.
• Payroll HCM System experience with Mangrove, Paychex, ADP, Workday or similar system required
• Technical acumen with automation solutions desired
• Strong team leadership skills and ability to develop and motivate team members
• Strong compliance experience and internal controls knowledge
• Proven ability to think and act strategically, analytically and with operational and control discipline
• History of success in managing service delivery for external clients
• Able to lead and thrive in a fast-paced environment while managing multiple tasks with urgency and setting priorities for aligned teams
• Able to build strong relations with client contacts and internal teams and stakeholders
• Advanced knowledge and understanding of best practices and service delivery models
• Experience managing large teams
• Effective coaching and team development skills
• Excellent oral and written communication skills
• Ability to learn new software functionality quickly

Benefits

• Medical, Dental, Vision, HSA, FSA- All effective on day 1!
• Company paid Basic Life Insurance, A+D, Long-Term Disability, and Short-Term Disability
• 401K Program with 3% safe harbor contribution
• Employee Stock Purchase Program
• Fitness Reimbursement Program
• Self-Managed PTO