Manager Implementation Ops - Delivery Operations
Position Overview
The Payroll Implementation Manager will provide leadership, coaching, training and mentoring to PRC's to ensure all critical aspects of Web Pay Products are set up accurately meet the client’s expectations within the specific Service Level agreement. The Manager will provide feedback to the Consultants on areas of improvement and to identify areas of success. The manager will be instrumental assisting the PRC team by providing feedback on staff performance, client issues, actions to be taken to improve department and maintain implementation success. The manager must be able to identify and effectively communicate areas of training improvements and common performance deficits as well as offer praise and positive promotion of a job well done.
Primary Responsibilities
- Ensure that the client base receives the appropriate level of customer service and technical support by spending the majority of your time, but not limited to, handling unresolved and escalated client issues with prompt and courteous service
- Manage the day-to-day activities of the Implementation support staff by providing leadership, coaching and mentoring
- Work with other areas of the organization to ensure consistency in all policies and procedures
- Work with the Learning & Development department to coordinate, assess and manage employees' training needs and gaps
- Develop and implement employee motivation activities and incentives
- Handle disciplinary issues as necessary
- Responsibility for interviewing and hiring candidates
- Provide positive and constructive feedback to employees while balancing ownership and continuous improvement
- Develop and motivate team members to reach departmental goals
- Works with the Department Director to plan and schedule resources
Education and Experience
- 2 years Management Experience. Experience in team development and workflow process- a matrix environment is a plus
- Bachelor’s Degree required
- Strong mathematical ability and aptitude to learn the payroll software application
- Experience in team development and workflow process- a matrix environment is a plus
- Excellent troubleshooting ability in order to handle clients’ payroll issues
- Ability to multi-task
- Excellent listening and communication skills – 100% client satisfaction is our #1 priority
- Ability to work in a fast-paced, high stress environment
- Knowledge of Microsoft Office, especially Microsoft Excel
- Project Management and/or Change Management a plus
- Knowledge of Access, SQL or Crystal Reports a plus
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.