Senior Manager Client Services Ops, Enterprise - Central

About the role

The Senior Manager Client Services Ops - Enterprise oversees Manager-led teams of Account Managers and Client Project Managers (CPMs), ensuring exceptional customer service delivery and retention of clients. This role is integral to driving strategic initiatives, improving processes, and fostering a culture of engagement and accountability.

Responsibilities

• Manage the execution of strategic initiatives to achieve expected goals and meet committed service level agreements.
• Build 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.
• Evaluate processes involving internal and external partners and collaborate with them to improve them.
• Ensure effective communication between Account Managers and all internal and external partners both verbally and in writing.
• Provide necessary coaching when necessary.
• Lead 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.

Requirements

• 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.
• 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!
• Demonstrated use of a Process Improvement methodology is required.
• Strong communication skills with external parties required.

Qualifications

• 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.

Skills

• Process Improvement Methodology
• Communication Skills

Benefits

Paylocity is an equal-opportunity employer. Paylocity is committed to the full inclusion of all individuals. 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. We embrace and encourage our employees’ differences in age, culture, ethnicity, family or marital status, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion or spiritual belief, sexual orientation, socio-economic status, veteran status, and other characteristics that make our employees unique. We actively cultivate these differences through our employee resource groups (ERGs), employee experiences, perspectives, talents, and approaches to drive innovation in the software and services we provide our customers. We comply with federal and state disability laws and make reasonable accommodations for applicants and employees with disabilities. To request reasonable accommodation in the job application or interview process, please contact accessibility@paylocity.com. This email address is exclusively designated for such requests, aligning with federal and state disability laws. Please do not send resumes to this email address, as they will be removed.

Pay

The base pay range for this position is $98,000 – $140,000/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. This information is provided per the relevant state and local pay transparency laws for the location in which this position will be performed.

Schedule

This is a 100% in-office role based at our Schaumburg, IL location. Remote or hybrid work is not available for this position. Candidates must be able to work on-site five days per week during designated work hours.