Lead Client Services Ops - Elevate Solutions Team

Position Overview

The Lead Client Services Ops role supports the Elevate Solutions Team. This Lead role provides operational initiative, guidance, and support across a Client Services Team of Account Managers, ensuring outstanding client satisfaction.

Primary Responsibilities

• Monitor team performance (quantitative and qualitative)
• Provide ongoing learning opportunities that continually share and build knowledge
• Work directly with clients on escalated issues
• Identify and facilitate process improvements
• Cook off workload management and client assignments

Team Lead Responsibilities

• Metrics, Reporting and Analysis: 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 builds knowledge (technical, business, soft skills) through real-time teaching, one-on-one discussions, team meetings, and through the performance management process; takes initiative and develops opportunities for Account Managers to share and build knowledge and skills; facilitates coaching, training, and mentoring of Account Managers; assesses client movement and prepares and supports impacted Account Managers 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 resolve issues; proactively identifies situations (Account Manager turnover, lack of knowledge, etc.) that may disrupt outstanding service and takes steps to minimize impact.
• Operational Tools & Processes: Plan, lead, and execute on cross-team work focused on increasing operational effectiveness; represent the Service Center in key initiatives across Operations; seeks out and facilitates opportunities to improve efficiency and effectiveness through better tools and processes.
• Workload Coordination & Assessment: Continually schedules, monitors, and adjusts workload across the team to ensure priorities are met and availability and responsiveness goals are achieved; considers client needs with Account Manager capability and capacity and aligns clients with the intent to provide the most consistent positive client interactions; coordinates cross-team communication and resources for maximum team effectiveness, taking advantage of opportunities to create efficiencies.

Required Education and Experience

• Bachelor’s Degree required
• 2 years payroll, finance, or spend management with client services or support experience
• Successful experience in escalations and at-risk client retention efforts
• Project Management experience
• Proficient in SQL, MS Access or Excel
• Operations experience

Preferred

• 1+ years supervisory experience
• HRIS experience
• Experience leading training initiatives
• Experience using reporting and metrics as a key part of the job

Minimum 3 Years’ Experience

• Payroll, benefits, HR administrator, and/or Finance/Spend Management

Physical Requirements

• Sit for extended periods: The role requires sitting at a desk or workstation for long periods, typically 7-8 hours a day.
• Use of computer and phone systems: The employee must be able to operate a computer, use phone systems, and type. This includes using multiple software programs and inquiries simultaneously.

Pay Range

The pay range for this position is $53,600 - $85,100/yr; however, base pay offered may vary depending on job-related knowledge, skills, and experience.