Payroll Manager

About the role

Vensure Employer Solutions is the largest privately held organization in the HR technology and service sector, providing HR/HCM technology, managed services, and global business process outsourcing (BPO). The company and its service providers collectively serve over 95,000 businesses and process over $135B in annual payroll. Operating as a "One Employer Solution" headquartered in Chandler, Arizona, Vensure helps businesses streamline and grow operations with custom strategies that benefit employers and employees. The Service Operations Manager oversees daily operational performance within assigned PODs or service teams to ensure consistent, high-quality service, accurate payroll operations, and excellent client experience. Acts as a bridge between frontline leadership and senior regional leadership by supporting Service Operations Supervisors, managing escalations, monitoring KPIs, developing staff, and driving process improvements. Partners with cross-functional departments to support retention, operational efficiency, and compliance initiatives.

Responsibilities

• Provide day-to-day leadership and direction to Service Operations Supervisors, Service Consultants, and Payroll Specialists.
• Conduct regular 1~1s, monitor performance metrics, identify coaching opportunities, and support professional development plans.
• Ensure adherence to Standard Operating Procedures (SOPs) and operational guidelines.
• Facilitate weekly POD huddles to align on client escalations, trends, and learning opportunities.
• Act as a primary escalation point for complex or high-impact client issues requiring managerial involvement.
• Support Supervisors and service teams in resolving payroll, tax, system, compliance, and service-related concerns.
• Review high-risk clients and intervene proactively with service and retention strategies.
• Provide leadership during client meetings that involve significant issues, trend analysis, or service realignment.
• Oversee daily service operations to ensure timely, accurate payroll processing and exceptional client service.
• Monitor department KPIs such as retention, case resolution time, error rates, and client engagement patterns.
• Perform trend analysis to identify process gaps and recommend operational improvements.
• Partner with Quality Control, Payroll Tax, Implementation, and Compliance teams to ensure seamless workflow execution.
• Conduct performance reviews, manage staffing needs, and participate in hiring/selection processes.
• Review and approve escalated client fee adjustments and account-level recommendations from Supervisors.
• Support the development, rollout, and maintenance of department SOPs, workflows, and training standards.
• Collaborate with the AVP and executive leaders on strategic operational initiatives.