Managed Payroll Team Lead - Elevate Solutions Team

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 helps businesses automate and streamline HR and payroll processes, attract and retain talent, and build a strong workplace culture. Paylocity develops tools that go beyond basic HR processes to meet the expectations of the modern workforce.

About the role

This Lead Client Services Ops role will support the Elevate Solutions Team. The Team Lead provides operational initiative, guidance, and support across a Client Services Team of Account Managers to enable outstanding client satisfaction. Responsibilities include monitoring team performance, providing learning opportunities, working directly with clients on escalated issues, identifying process improvements, and coordinating workload across the team. The Team Lead supervises 6-10 Account Managers and exercises independent judgment to sustain client satisfaction.

This is a 100% in-office role based at our Rochester, NY location. Remote or hybrid work is not available. Candidates must work on-site five days per week during designated work hours.

Responsibilities

• Client Service Expectations
  • Dependability/Follow Up: Timely responsiveness and proactive follow-up.
  • Problem Solve: Troubleshoot and resolve issues using knowledge, resources, and data.
  • Communication: Provide professional internal and external communication, including progress updates to stakeholders.
  • Guidance: Advise clients on HR and payroll best practices, organizational change management, and Paylocity product fit.
  • Implement and optimize products: Ability to implement ancillary products and optimize primary HCM setup.
  • Influence: Ability to influence outcomes with decision-makers, negotiate contracts, and provide HR industry best practices.
• Team Lead Responsibilities
  • Metrics, Reporting, and Analysis: Leverage metrics to identify trends, monitor team effectiveness, and assess intervention results. Advocate for necessary metrics and develop tracking for new ones.
  • Performance Management: Build knowledge through teaching, one-on-one discussions, team meetings, and performance management. Develop opportunities for Account Managers to share and build skills.
  • Client Focus: Monitor and assess client interactions, intervene with coaching, and act as the first level of escalation. Resolve issues directly with clients and minimize service disruptions.
  • Operational Tools & Processes: Lead cross-team initiatives to increase operational effectiveness. Represent the Service Center in key initiatives and facilitate process improvements.
  • Workload Coordination & Assessment: Schedule, monitor, and adjust workload to meet priorities and responsiveness goals. Align client needs with Account Manager capability and capacity.

Requirements

• Bachelor’s Degree required.
• 2 years of 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 of 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 administration, and/or Finance/Spend Management.
• Ability to present HR data effectively.

Physical Requirements

• Ability to sit for extended periods (7-8 hours per day).
• Use of computer and phone systems, including operating multiple software programs simultaneously.

Pay

The pay range for this position is $53,600 - $85,100 per year. Base pay may vary depending on job-related knowledge, skills, and experience. This position is also eligible for an annual bonus and restricted stock unit grant based on individual performance.

Benefits

• Medical, dental, and vision insurance.
• Life and disability insurance.
• 401(k) match.
• Perks supporting employees, families, and finances.
• Career development opportunities.