Service Operations Supervisor

Service Operations Supervisor

Vensure Employer Solutions is the largest privately held organization in the HR technology and service sector, providing a comprehensive portfolio of solutions, including 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. As a "One Employer Solution" headquartered in Chandler, Arizona, Vensure helps thousands of businesses streamline and grow their operations with custom strategies that benefit both employers and employees.

Position Summary

The Service Operations Supervisor is responsible for managing client relationships, ensuring the seamless delivery of services, and supporting payroll and tax-related processes. This role involves coordinating user setup and training, facilitating client retention strategies, and acting as a liaison between clients and internal operations. The Service Consultant will also oversee payroll processing, analyze data for process improvements, and provide guidance on tax and reporting requirements.

Essential Duties and Responsibilities

Act as the primary contact for assigned group of clients.

Coordinate user set-up and provide training for client-facing web-based payroll, custom reporting software and service platforms.

Facilitate proactive intervention steps for at-risk clients, collaborating with internal teams, clients, and business consultants for successful retention.

Manage client accounts by establishing and reinforcing strong relationships with clients, internal partners, brokers, and peers through proactive touch points and service recommendations.

Act as a liaison between clients and internal operations to ensure seamless delivery of services in line with department SOPs.

Coordinate and lead client meetings to review and discuss escalated issues or significant matters related to the client's account.

Identify gaps in client processed and introduce new products and services based on identified client needs.

Manage and escalate client issues through various communication platforms, including submitting cases in Client Space to internal departments for resolution.

Determine and recommend annual increases and/or reductions to client's administrative fees.

Assist with client tax account registration guidance, provide education on payroll tax questions, and obtain clients' tax account login credentials when entering a new state.

Manage and escalate payroll tax notices and drive them to resolution.

Assist and provide guidance with required state and federal reporting.

Ensure timely and accurate payroll processing.

Review processed payrolls and resolve payroll errors and issues; assist the team as needed.

Monitor the work of Payroll Specialists who input payroll data and ensure payroll accuracy.

Assist in payroll calculations and deductions.

Maintain clear and consistent client communications.

Work with the Quality Control Team to process current and prior year voids and resolve posted payroll errors.

Analyze payroll problems and provide appropriate resolutions.

Facilitate frequent communication regarding Payroll Associates and Service Associates performance, recommend training areas, and assist with coaching employees.

Collaborate with the Manager to implement changes, provide feedback on team performance, and escalate client issues.

Schedule and facilitate weekly POD team huddles to discuss client escalations and learning opportunities.

Regular attendance at the assigned work location for our corporate office locations is an essential job function. For team members who are located in or near Chandler, AZ or Duluth, GA offices, this is an in-office position.

Marginal Functions

Build, maintain and promote relationships with team members, peers across disciplines, and all other company team members ensuring effective coordination of communications and services affecting clients.

Assist in organizing and maintaining shared team resources, such as checklists, templates, and reference materials.

Provide occasional backup support for routine payroll processing during high?volume periods or team member absences.

Attend webinars and training to stay up to date on best practices related to the company and department.

Complete projects and other duties as assigned by supervisor.

Knowledge, Skills, and Abilities

Excellent communication and interpersonal skills, with the ability to collaborate effectively across teams and build positive working relationships.

Strong time?management skills, with the ability to prioritize effectively in a fast?paced environment.

Strong ability to collaborate effectively with internal departments to support seamless operations and workflow coordination.

Strong work ethic and commitment to teamwork, contributing positively to a collaborative and supportive work environment.

Sound decision making abilities, including evaluating complex information and determining appropriate actions.

High level of professionalism, reliability, and enthusiasm, contributing to a positive workplace culture.

Exceptional attention to detail, including the ability to thoroughly review printed documents and ensure they meet quality and accuracy standards.

Experience in Microsoft Office software (Outlook, Teams, Excel, PowerPoint) and demonstrated ability to learn other applications as needed.

Education & Experience

High School Diploma 2+ years of PEO, ASO, HCM, multistate experience preferred or equivalent combination of experience, skills, education (including other relevant non-traditional degree programs, or job training programs) required.

Physical, Mental, & Communication Demands

Physical Demands:

Sedentary Work: Occasionally involves sitting for extended periods, often at a desk or computer.

Manual Dexterity: Frequent use of hands and fingers to operate a computer keyboard, mouse, and other office equipment.

Mobility: Occasionally walking or traversing throughout the office to meet with leaders and other employees.

Visual Acuity: Ability to read and analyze data on a computer screen (or to read and analyze data with reasonable accommodation) and in printed materials.

Lifting & Carrying: Minimal physical lifting required, but may involve handling documents, and lifting light office supplies.

Mental Demands:

Strategic Thinking: High level of concentration required to develop and implement strategies.

Decision Making: Ability to make quick, informed decisions based on data and market conditions.

Attention to Detail: High level of accuracy needed for managing presentations, reports and communications.

Problem-Solving: Continuous need to identify and resolve issues that may impact performance.

Multitasking: Manage multiple tasks and projects simultaneously, often under tight deadlines.

Stress Management: Ability to handle high-pressure situations calmly and effectively, especially when dealing with client concerns.

Communication Demands:

Interpersonal Skills: Strong ability to build relationships and communicate effectively with employees, managers, clients, and external vendors.

Cultural Sensitivity: Communicate with individuals from diverse cultural backgrounds, demonstrating cultural awareness and sensitivity.

Written Communication: Prepare clear and concise documentation, including emails and notes.

Verbal Communication: Conduct presentations and employee training sessions; provide clear instructions and support to clients, employees and managers.

Environmental Conditions

Indoor, office environment. May occasionally have moderate noise level from copiers, W2 or check printers, or co-workers.

This position is eligible for the following benefits:

Health Insurance: Medical, dental, and vision coverage

Retirement Plan: 401(k) with company match

Paid Time Off: PTO, Holidays, Parental leave and Sick Leave provided as required by applicable state law

Other Benefits: Life insurance, short term disability, long term disability, employee assistance program (EAP), flexible spending account (FSA), health savings account (HSA), Identity theft protection, critical illness, accident, cancer, hospital protection, legal and pet insurance.

Additional Compensation: [e.g., signing bonus, commission structure] if applicable