Manager, Managed Services (Payroll)

About the Role

Manager, Managed Services (internally titled Manager Client Services Ops) will play a pivotal role in ensuring client satisfaction and retention. They develop strategies to effectively address issues, proactively service highly complex clients, and lead a team comprising leaders and various levels of Account Managers. Success in this role is driven by proficiency with technology, ability to quickly learn our HCM platform and products, and a deep commitment to providing outstanding customer service. This role requires a unique balance of leadership, technical expertise, process management, and soft skills to be effective.

This is a 100% in-office role based at our Rochester, NY location. Candidates must be able to work on-site five days per week during designated work hours.

This job requires up to 25% travel for internal and/or client-facing meetings.

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.
• Facilitate continuous learning opportunities to expand the knowledge base of your staff.
• Offer proactive development opportunities aligned with corporate goals and values.
• Create and maintain an effective and positive work environment that encourages open communication, learning, coaching, and recognition in line with the organization’s values.
• Monitor team workload, ensuring appropriate balance of 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 that 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.

Requirements

• 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.

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

The base pay range for this position is $74,600 - $120,000/yr; however, 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 in addition to a full range of benefits.

Benefits

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