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Paylocity · 1 week ago

Lead Client Services Ops - Growth

Schaumburg, IL

Full-time

Onsite

Mid, Senior Level

$60K/yr - $85K/yr

3+ years exp

Paylocity is an award-winning provider of cloud-based HR and payroll software solutions, and they are seeking a Lead Client Services Ops to provide operational initiative, guidance, and support across a Client Services Team. The role involves monitoring team performance, providing learning opportunities, and working directly with clients to ensure outstanding client satisfaction.

Enterprise SoftwareHuman ResourcesInformation TechnologyRecruitingSaaSSoftware

Responsibilities

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

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 assesses and build knowledge (technical, business, soft skills) through real time teaching, one 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

Qualification

Client Services ManagementPayroll ExperienceProject ManagementMicrosoft OutlookMicrosoft ExcelHRIS ExperienceOperational ToolsCommunicationProblem SolvingTeam Leadership