Lead Client Services Ops - GrowthIllinois Staffing • Schaumburg, IL, US

Lead Client Services Ops - Growth

Illinois Staffing • Schaumburg, IL, US

2 days ago

Job type

Full-time

Job description

Operations Lead

Paylocity is an award-winning provider of cloud-based HR and payroll software solutions, offering the most complete platform for the modern workforce. The company has become one of the fastest-growing HCM software providers worldwide by offering an intuitive, easy-to-use product suite that helps businesses automate and streamline HR and payroll processes, attract and retain talent, and build a strong workplace culture. While traditional HR and payroll providers automate basic HR processes such as payroll and benefits administration, Paylocity goes further by developing tools that HR and businesses need to compete for talent and deliver against the expectations of the modern workforce. We give our employees what they need to succeed, including great benefits and perks! We offer medical, dental, vision, life, disability, and a 401(k) match, as well as perks that support you, your family, and your finances. And if it's career development you desire, we provide that, too! At Paylocity, people matter most and have always been at the heart of our business. Help our award-winning technology company run effectively as you take on big challenges and find solutions with a position in Operations. Use your problem-solving skills to shape the way others see Paylocity. Launch your career with us!

In-Office : 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.

Position Overview : The Lead Client Services Ops provides operational initiative, guidance and support across a Client Services Team of Account Managers, enabling outstanding client satisfaction. This is done by (1) monitoring team performance (quantitative and qualitative), (2) providing ongoing learning opportunities that continually share and build knowledge (3) working directly with clients on escalated issues (4) identifying and facilitating process improvements and (5) coordinating work across the team, including workload management and client assignments. The Lead exercises independent judgment in many situations to achieve and sustain client satisfaction. Supervises a team of approximately 6-10 Account Managers to ensure service levels are met or exceeded, as well as the day-to-day performance of their jobs. The Lead works with a group of Leads to prioritize and coordinate work for the maximum impact.

Primary Responsibilities :

Client Services Expectations : Dependability / Follow-up : Timely responsiveness & proactive follow-up
Problem solve : Troubleshoot and problem solve leveraging knowledge, resources, qualitative and quantitative information
Communication : Provide professional & appropriate internal / external communication as well as progress updates to all stakeholders
Guidance : Provide clients guidance on HR and Payroll best practices, organizational change management, and Paylocity product fit
Implement and optimize products : Ability to implement ancillary products and optimize the primary HCM set up
Influence : Ability to influence outcomes with primary decision makers, negotiate contracts, and provide insight into HR industry best practices

Team Lead Responsibilities :

Metrics, Reporting and Analysis : Leverage formal and informal metrics to identify trends, monitor team & individual effectiveness and assess intervention results. Identify and advocate for necessary metrics and reporting. Develop tracking for metrics not yet developed. Use metrics to create a culture of continual improvement and to create focus where needed for purposes of learning, coaching, intervention and operational improvements.

Performance Management : Continually assess and build knowledge (technical, business, soft skills) through real time teaching, one on one discussions, team meetings and through the performance management process. Takes initiative and develops opportunities for the Account Managers to share and build knowledge and skills. Prioritizes learning objectives based on the highest impact to the clients and to Paylocity. Facilitates coaching, training and mentoring of AMs. Assesses client movement and prepares and supports impacted AMs to facilitate ongoing outstanding client service.

Client Focus : Proactively and reactively monitors and assesses client interactions and intervenes when needed in providing coaching and feedback. Acts as first level escalation and directly engages clients and takes action and ownership to resolve issues. Proactively identifies situations (AM turnover, lack of knowledge, etc.) that may disrupt outstanding service and takes steps to minimize impact. Ability to negotiate, influence, consult and resolve objections with C-Suite decision makers

Operational Tools & Processes : Plan, lead and execute on cross-team work focused on increasing operational effectiveness. Represent the Service Center in key initiatives across Operations. Seeks out and facilitates opportunities to improve efficiency and effectiveness through better tools and processes.

Workload Coordination & Assessment : Continually schedules, monitors and adjusts workload across the team to ensure priorities are met and availability and responsiveness goals are achieved. Considers client need with Account Manager capability and capacity and aligns clients with the intent to provide the most consistent positive client interactions. Coordinate cross team communication and resources for maximum team effectiveness, taking advantage of opportunities to create efficiencies.

Requirements :

Bachelor's Degree and / or equivalent experience in a client-facing role.

2 years of payroll and / or call center experience

Successful experience in handling escalations and at-risk client retention efforts

Project management experience

Proficient in Microsoft Outlook, Word, Excel

Operations experience Preferred Requirements

1+ years supervisory experience

HRIS experience

Experience leading training initiatives

Experience using reporting and metrics as a key part of the job

Minimum 3 years' experience in payroll, benefits and / or HR administration

Ability to present HR Data effectively

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. 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.

The pay range for this position is $53,600 - $76,600 / 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.

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