Manager Client Services Ops- Growth

Position Overview

In-Office: This is a 100% in-office role based at our Schaumburg, IL 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.

Responsibilities

• Develop strategies and initiatives to enhance and maintain client satisfaction and retention.
• Lead and manage a team of Account Managers providing coaching and guidance on client interactions, issue resolution, and the application of soft skills to minimize client risk.
• Create and maintain an effective and positive work environment that encourages open communication, learning, coaching and recognition in line with the organization’s values.
• Maintain workload balance, ensuring appropriate volume, priority, and client/account manager alignment.
• Manage the hiring and onboarding of new team members, emphasizing the establishment of strong trusted relationships from day one.
• Generate creative solutions and innovative ideas to increase employee engagement and retention.
• Collaborate with cross-functional partners to ensure processes and tools are in place to best support clients and the client services team, including Technical Services, Finance, Tax, Sales, Support, Distribution, and Implementation.
• Exhibit flexibility in day-to-day responsibilities, emphasizing agility in adapting to changing circumstances.

Qualifications

• Bachelor’s degree required
• 2+ years of previous leadership experience in a customer service/customer relationship role
• Experience using reporting and metrics as a key part of the job (Monthly/Quarterly KPIs)
• Experience with leading other leaders preferred
• Previous experience in HCM/Direct Payroll Industry
• Experience working with payroll, HCM, or HRIS software
• Excellent knowledge of MS Office, including MS Excel
• Strong interpersonal skills