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 by developing tools that go beyond basic HR processes like payroll and benefits administration.

About the role

This Lead Client Services Ops role supports 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 role involves supervising 6-10 Account Managers and exercising independent judgment to sustain client satisfaction.

This is a 100% in-office role based at our Lake Mary, FL 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 both qualitative and quantitative information.
  • Communication: Provide professional and appropriate internal/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 primary decision-makers, negotiate contracts, and provide insight into HR industry best practices.
• Team Lead Responsibilities
  • Metrics, Reporting, and Analysis: Leverage metrics to identify trends, monitor team and individual effectiveness, and assess intervention results. Advocate for necessary metrics and develop tracking for new ones. Use metrics to drive continual improvement and focus.
  • Performance Management: Assess and build knowledge (technical, business, soft skills) through real-time teaching, one-on-one discussions, team meetings, and the performance management process. Develop opportunities for Account Managers to share and build skills.
  • Client Focus: Proactively and reactively monitor client interactions, intervene with coaching and feedback, and act as the first level of escalation. Engage directly with clients to resolve issues 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 for efficiency.
  • Workload Coordination & Assessment: Schedule, monitor, and adjust workload to meet priorities and responsiveness goals. Align client needs with Account Manager capability and capacity for consistent positive interactions.

Requirements

• Bachelor’s Degree required.
• 2 years of experience in payroll, finance, or spend management with client services or support.
• 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 and inquiries 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, in addition to a full range of benefits.

Benefits

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