Senior Manager Client Services Ops, East-Majors

Position Overview

The Senior Manager Client Services Ops, East-Majors oversees a team of Account Managers, Team Leads, and Managers, providing guidance and support as needed. The Senior Manager plays a critical role in leading and directing teams to ensure exceptional customer service delivery and retention of our clients. The role will work collaboratively with leaders within the department and across the organization. This role is not only dedicated to our commitment to servicing our clients, but also growing our team leads and managers within the service organization.

Primary Responsibilities

• Managing, the execution of strategic initiatives to achieve expected goals and meet committed service level agreements.
• Building a culture of engagement and accountability. Responsible for personnel staffing, morale, measurement, decreasing turnover and employee development.
• Responsible for development and accountability of Key Performance Indicators and reporting the KPIs to senior management.
• Responsible for evaluating processes involving internal and external partners and collaborating with those partners to improve them.
• Ensuring effective communication between Account Managers and all internal and external partners both verbally and in writing. Provide necessary coaching when necessary.
• Leading the team to achieve customer service and financial targets while being accountable to the approved fiscal budget.
• Key examples include customer retention, employee retention, and customer satisfaction.

Education and Experience

• Bachelor’s degree required
• 5+ years in an operational management role in a high-volume environment.
• Proven success of management concepts and practices including supervising and motivating employees, performance management and employee development/training.
• Experience developing, implementing and managing control/auditing processes via a recognized process improvement methodology, (such as Lean Six Sigma), 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 collecting data and driving development priorities using a data focused approach is a plus.
• Experience working with payroll and/or HR data a huge plus!
• Extensive experience with a multi-customer product required.
• Demonstrated use of a Process Improvement methodology is required.
• Strong communication skills with external parties required.

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.

Paylocity is an equal-opportunity employer.

We recruit, train, compensate, and promote regardless of race, religion, color, national origin, sex, disability, age, veteran status, and other protected status as required by applicable law. At Paylocity, we believe diversity makes us better.