Manager Support Ops

About the role

The Manager, Service Ops at Paylocity leads their team across various internal departments to ensure a successful ongoing client experience. This role involves supporting benefits services, analyzing business processes, and managing key business programs and processes.

Responsibilities

• Support Benefits Services management in the development and rollout of change initiatives
• Work with all areas across the organization to analyze key business processes and identify areas for improvement within the Benefits Services department
• Develop and implement business process improvements
• Work with Management to streamline and create consistent processes across all Tech Services teams
• Work with other departments such as Customer Service and Implementation to ensure a consistent support model is utilized across the business, increasing customer and AM satisfaction
• Manage all aspects of key business programs and processes (project prioritization, program approach, requirements generation, project timelines, planning and communication, scope and change management and training, implementation, etc.)
• Manage the support queue effectively to ensure timely resolution of issues and adherence to service level agreements (SLAs)
• Streamline processes and workflows to improve efficiency and effectiveness in handling support requests
• Develop and consistently report on key performance metrics for team and individuals while creating a system of accountability to hold team members accountable for metric performance
• May manage support for Large Client project management team
• Be asked to participate in or drive Lean Six Sigma continuous improvement efforts at least twice per year to improve the customer and/or employee experience
• Develop and motivate team members to reach departmental and company goals
• Recruit, hire, and develop onboarding plans to successfully onboard new team members as needed
• Develop and execute an ongoing learning/development plan for existing team members which includes Career Pathing
• Hold regularly scheduled one-on-one meetings with assigned team
• Positively and effectively handle escalated issues from customers or internal teams in a collaborative “win-win” approach
• Maintain relationships and collaborate with key internal business partners to create the best customer experience

Requirements

• Minimum 5 years in an operational management role preferred
• Bachelor’s degree or equivalent operations experience required
• Experience developing, implementing and managing control/auditing processes is required
• Experience managing employees working on both task oriented and project driven tasks a strong plus
• Experience managing tasks in a matrix project management environment is a strong plus
• Experience developing and driving adoption of cross departmental processes preferred
• Experience working with payroll and/or HR data a huge 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.

Pay & Benefits

The base pay range for this position is $74,600 - $105,000/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 outlined here.