Lead Client Services Ops - Growth

About the role

The purpose of the Team Lead is to provide 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 Team 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 day-to-day performance of their jobs. The Team Lead will work with a group of Leads to prioritize and coordinate work for the maximum impact.

Responsibilities

• Ensure timely responsiveness and proactive follow up with clients
• Troubleshoot and problem solve leveraging knowledge, resources, qualitative and quantitative information
• Provide professional and appropriate internal/external communication as well as progress updates to all stakeholders
• Provide clients guidance on HR and Payroll best practices, organizational change management and Paylocity product fit
• Implement ancillary products and optimize primary HCM set up
• Influence outcomes with primary decision makers, negotiate contracts and provide insight into HR industry best practices
• Leverage formal and informal metrics to identify trends, monitor team and 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
• 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
• 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
• Negotiate, influence, consult and resolve objections with C-Suite decision makers
• Plan, lead and execute on cross-team work focused on increasing operational effectiveness
• Represent the Service Center in key initiatives across Operations
• Seek out and facilitate opportunities to improve efficiency and effectiveness through better tools and processes
• Continually schedule, monitor and adjust workload across the team to ensure priorities are met and availability and responsiveness goals are achieved
• Consider client need with Account Manager capability and capacity and align clients with the intent to provide the most consistent positive client interactions
• Coordinate cross team communication and resources for maximum team effectiveness, taking advantage of opportunities to create efficiencies

Required qualifications

• Bachelor's Degree
• 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 qualifications

• 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 in payroll, benefits, HR administrator, and/or Finance/Spend Management
• Ability to present HR Data effectively

Physical requirements

• Ability to 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

$72,000 - $85,100/yr; base pay offered may vary depending on job-related knowledge, skills, and experience. This position is eligible for an annual bonus and restricted stock unit grant based on individual performance.

Benefits

• Medical, dental, vision, life, and disability insurance
• 401(k) match
• Perks that support you, your family, and your finances
• Career development opportunities

Schedule

This is a 100% in-office role based at our Meridian, ID 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.